Deviant service behaviour: coming soon to a theatre near you?

Wendelien Van Eerde and Paul Peper

The Service Industries Journal, 2008, vol. 28, issue 1, 85-93

Abstract: Deviant service behaviour (DSB) is examined among employees of a cinema chain in the Netherlands. Behaviours that were reported in interviews with 47 employees of one theatre were phrased as items and were used in a survey conducted in three other theatres of the same chain (n = 115). Virtually all employees reported some DSB, but overall the frequency of incidence was low. Younger employees and those who had a negative attitude towards management reported it more frequently. Gender; education; full-time study; tenure; contract hours; location; and attitudes towards the company or co-workers were not related to DSB.

Date: 2008
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:28:y:2008:i:1:p:85-93

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DOI: 10.1080/02642060701725594

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The Service Industries Journal is currently edited by Eileen Bridges, Professor Domingo Ribeiro, Ronald Goldsmith, Barry Howcroft and Youjae Yi

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