Motives for service sabotage: an empirical study of front-line workers

Lloyd C. Harris and Emmanuel Ogbonna

The Service Industries Journal, 2011, vol. 32, issue 13, 2027-2046

Abstract: Although researchers have called for a greater understanding of front-line employee behaviour during service encounters, few studies have been directed at the topic of service sabotage in general, and at the motives of such behaviours in particular. This paper presents systematic empirical insights into the motives of employee sabotage in the service sector. The evidence suggests varying motives for forms of service sabotage ranging from the benign, to the recalcitrant, to the, significantly less common, malicious. The findings of the study indicate the necessity for studies of employee work-based behaviours to incorporate a more complex but more comprehensive conceptualization of employee motivations for both sabotage and resistance-related activities.

Date: 2011
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Persistent link: https://EconPapers.repec.org/RePEc:taf:servic:v:32:y:2011:i:13:p:2027-2046

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DOI: 10.1080/02642069.2011.582496

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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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