A Study on Sabotage Behavior of Frontline Employees and its Antecedents and Outcomes- An Example of Hotel Industry

• Main Authors: Feng-Wei Kao, 高鳳薇
• Other Authors: Cedric Hsi-Jui Wu
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/80017488741682457672

碩士 === 國立東華大學 === 企業管理學系 === 98 === After the notion of “service sabotage” was proposed by Harris and Ogbonna (2002), the related research and discussion were also growing, much of the existing research on service sabotage focuses on the exploratory and qualitative researches, and mostly identifying the types of sabotage, or classifying the saboteur, there are less evidence of research data. The aims of this study are using three different perspectives such as individual factors, work and group factors and organizational factors to investigate antecedents to service sabotage and consequences which related service performance of service sabotage. By using survey-based approach, this study considers frontline employees in hotel who usually high service contact with customer. Finally, this study used structural equation modeling to test the hypotheses which are supported. The results of this study are including: 1. In parts of individual factor, we find that conscientiousness has significant negative influence on service sabotage. Besides, openness to experience has significant positive influence on service sabotage. 2. In parts of work and group factor, group norms has significant negative influence on service sabotage. And customer interpersonal injustice has significant positive influence on service sabotage. 3. In parts of organizational factor, surveillance has significant negative influence on service sabotage. 4. Ih the consequences of service sabotage, service quality, employee satisfaction and employee-customer rapport all have significant positive influence on service sabotage.