Service sabotage: The dark side of service dynamics
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- Berry, Leonard L. & Seiders, Kathleen, 2008. "Serving unfair customers," Business Horizons, Elsevier, vol. 51(1), pages 29-37.
- Ketchen Jr., David J. & Craighead, Christopher W. & Buckley, M. Ronald, 2008. "Time bandits: How they are created, why they are tolerated, and what can be done about them," Business Horizons, Elsevier, vol. 51(2), pages 141-149.
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Cited by:
- Zhou, Xing & Ma, Jianfeng & Dong, Xia, 2018. "Empowering supervision and service sabotage: A moderated mediation model based on conservation of resources theory," Tourism Management, Elsevier, vol. 64(C), pages 170-187.
- RiHyun Shin & Jin-Woo Park & DongRyeol Choi, 2024. "Disruptive Passenger Behavior Impact on Overall Service Experience: An Appraisal Theory Perspective," Sustainability, MDPI, vol. 16(7), pages 1-18, March.
- Kastanakis, Minas N. & Magrizos, Solon & Kampouri, Katerina, 2022. "Pain (and pleasure) in marketing and consumption: An integrative literature review and directions for future research," Journal of Business Research, Elsevier, vol. 140(C), pages 189-201.
- Jinsoo Hwang & Yekyoung Yoo & Insin Kim, 2021. "Dysfunctional Customer Behavior, Employee Service Sabotage, and Sustainability: Can Social Support Make a Difference?," IJERPH, MDPI, vol. 18(7), pages 1-16, March.
- Chi, Nai-Wen & Chang, Huo-Tsan & Huang, Hsien-Lier, 2015. "Can personality traits and daily positive mood buffer the harmful effects of daily negative mood on task performance and service sabotage? A self-control perspective," Organizational Behavior and Human Decision Processes, Elsevier, vol. 131(C), pages 1-15.
- Harris, Lloyd C. & Pressey, Andrew, 2021. "Dirty work or working dirty? Deceiving cruise tourists," Annals of Tourism Research, Elsevier, vol. 88(C).
- Nazanin Naderiadib Alpler & Huseyin Arasli & Winifred Lema Doh, 2021. "The Moderating Role of Employability in the Hospitality Industry: Undesired Job Outcomes," SAGE Open, , vol. 11(1), pages 21582440219, February.
- Kashif Javed & Dr. Khalil Ur Rehman & Dr. Abdul Rasheed, 2023. "The Effect Of Ethical Leadership On Service Sabotage Behavior: A Case Study Of Pakistan Microfinance Organizations," Bulletin of Business and Economics (BBE), Research Foundation for Humanity (RFH), vol. 12(2), pages 404-409.
- Habib Alipour & Shahrzad Amelshahbaz & Farzad Safaeimanesh & Bahman Peyravi & Alireza Salavati, 2021. "The Impact of Environmental Stimuli on Hotel Service Employees’ Service Sabotage—Mediation Role of Emotional Intelligence and Emotional Dissonance," Sustainability, MDPI, vol. 13(2), pages 1-18, January.
- Soo Kim & Dong-Il Jung & Jung Lee, 2013. "Service employees’ deviant behaviors and leader–member exchange in contexts of dispositional envy and dispositional jealousy," Service Business, Springer;Pan-Pacific Business Association, vol. 7(4), pages 583-602, December.
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Keywords
Service sabotage Customer service Frontline employees Customer-contact employees;Statistics
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