Please use this identifier to cite or link to this item:
https://ptsldigital.ukm.my/jspui/handle/123456789/578701| Title: | Service sabotage by front line employees: a study of antecedents and consequences |
| Authors: | Lau Teck Chai Fitriya Abdul Rahim David Ng Ching Yat |
| Keywords: | Deviant behaviour Ethical behaviour Front-line employees Malaysia Service sabotage |
| Issue Date: | Feb-2017 |
| Description: | This paper examines the influence of five antecedents of service sabotage by frontline customer-contact personnel. Using a survey-based approach, the authors collected data from 150 respondents working in the front line service settings. Regression analysis showed that only employees’ risk-taking proclivity and their perceptions of the extent of surveillance were significant predictors of sabotage. Other antecedents (employees’ need for social approval, perceptions of the extent of employee-customer contact and labour market fluidity) were not significant contributors. This study will help the services sector to minimise deviant behaviour at the workplace. |
| News Source: | Pertanika Journals |
| ISSN: | 0128-7702 |
| Volume: | 25 |
| Pages: | 173-180 |
| Publisher: | Universiti Putra Malaysia Press |
| Appears in Collections: | Journal Content Pages/ Kandungan Halaman Jurnal |
Files in This Item:
| File | Description | Size | Format | |
|---|---|---|---|---|
| ukmvital_116138+Source01+Source010.PDF | 241.6 kB | Adobe PDF |  View/Open |
Items in DSpace are protected by copyright, with all rights reserved, unless otherwise indicated.