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An exploratory study into deviate behaviour in the service encounter : how and why front-line employees engage in deviant behaviour

Browning, Victoria (2008) An exploratory study into deviate behaviour in the service encounter : how and why front-line employees engage in deviant behaviour. Journal of Management and Organization, 14(4), pp. 451-471.

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Abstract

This article discusses the findings of an exploratory study into the nature and influencing factors of front-line employee deviant behaviour in service encounters in two hospitality industries.

A dual perspective approach was used that involved employees and customer perceptions. Interviews were conducted with service managers and front-line employees from hospitality and adventure tourism organizations in New Zealand. Data from customers was obtained from written scenarios and customer feedback.

Based on the outcomes of this study and related literature, a definition of service deviance and a typology to describe four different types of deviant behaviour are proposed. The findings of the study also indicate that the customer's attitude and behaviour is a key factor that influences front-line employees to engage in acts of deviance. The implications of the findings for service organizations and future research directions are discussed.

Impact and interest:

4 citations in Scopus
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ID Code: 17231
Item Type: Journal Article
Keywords: Service Encounter, Deviant Hehaviour, Front-line Employees, Customers, Hospitality Industry
ISSN: 1833-3672
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > COMMERCIAL SERVICES (150400) > Hospitality Management (150402)
Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Human Resources Management (150305)
Divisions: Current > Research Centres > Australian Centre for Business Research
Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Management
Copyright Owner: Copyright 2008 eContent Management Pty Ltd
Deposited On: 02 Feb 2009 11:41
Last Modified: 01 Mar 2012 00:06

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