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Please use this identifier to cite or link to this item: https://ptsldigital.ukm.my/jspui/handle/123456789/578701
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dc.contributor.authorLau Teck Chai
dc.contributor.authorFitriya Abdul Rahim
dc.contributor.authorDavid Ng Ching Yat
dc.date.accessioned2023-11-06T03:06:03Z-
dc.date.available2023-11-06T03:06:03Z-
dc.date.issued2017-02
dc.identifier.issn0128-7702
dc.identifier.otherukmvital:116138
dc.identifier.urihttps://ptsldigital.ukm.my/jspui/handle/123456789/578701-
dc.descriptionThis 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.
dc.language.isoen
dc.publisherUniversiti Putra Malaysia Press
dc.relation.haspartPertanika Journals
dc.relation.urihttp://www.pertanika.upm.edu.my/regular_issues.php?jtype=3&journal=JSSH-25-S-2
dc.rightsUKM
dc.subjectDeviant behaviour
dc.subjectEthical behaviour
dc.subjectFront-line employees
dc.subjectMalaysia
dc.subjectService sabotage
dc.titleService sabotage by front line employees: a study of antecedents and consequences
dc.typeJournal Article
dc.format.volume25
dc.format.pages173-180
dc.format.issueSpecial Issue
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