Deviant service behavior : coming soon to a theatre near you?

W. Eerde, van, P.D.G. Peper

Research output: Contribution to journalArticleAcademicpeer-review

10 Citations (Scopus)
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Abstract

Deviant service behaviour (DSB) is examined among employees of a cinema chain in the Netherlands. Behaviours that were reported in interviews with 47 employees of one theatre were phrased as items and were used in a survey conducted in three other theatres of the same chain (n = 115). Virtually all employees reported some DSB, but overall the frequency of incidence was low. Younger employees and those who had a negative attitude towards management reported it more frequently. Gender; education; full-time study; tenure; contract hours; location; and attitudes towards the company or co-workers were not related to DSB.
Original languageEnglish
Pages (from-to)85-93
JournalService Industries Journal
Volume28
Issue number1
DOIs
Publication statusPublished - 2008

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