Deviant service behaviour: Coming soon to a theatre near you?

Service Industries Journal

Volumn 28, Issue 1, 2008, Pages 85-93

  Van Eerde, Wendelien ^a,b   Peper, Paul ^a  

^a EINDHOVEN UNIVERSITY OF TECHNOLOGY   (Netherlands)

^b Business School   (Netherlands)

Author keywords

Cinema personnel; Deviant behaviour; Service; Survey study

Indexed keywords

BEHAVIOR; HUMAN RESOURCE; RECREATIONAL FACILITY; SERVICE SECTOR;

BENELUX; EURASIA; EUROPE; NETHERLANDS; WESTERN EUROPE;

EID: 37249021347     PISSN: 02642069     EISSN: 17439507     Source Type: Journal    
DOI: 10.1080/02642060701725594     Document Type: Article

References (29)

1. Ben-Zur, H. and Yagil, D. (2005) The relationship between empowerment, aggressive behaviours of customers, coping, and burnout. European Journal of Work and Organizational Psychology, 14:1, pp. 81-99.
2. Briner, R. B. (1999) The neglect & importance of emotion at work. European Journal of Work and Organizational Psychology, 8, pp. 323-346.
3. Cohen, A. (1993) Organizational commitment and turnover: A meta-analysis. The Academy of Management Journal, 36:5, pp. 1140-1157.
4. Elmuti, D. and Kathawala, Y. (2000) The effects of global outsourcing strategies on participants' attitudes and organizational effectiveness. International Journal of Manpower, 21:1, pp. 112-128.
5. Fisher, C. (1993) Boredom at work. A neglected concept. Human Relations, 46, pp. 395-417.
6. Florquin, F. F. (2002) Banen van studenten in het hoger onderwijs [Student jobs in higher education]. Sociaal-economische ma and statistiek, pp. 59-65.
7. Fox, S. and Spector, P. E. (2005) Counterproductive work behavior: Investigations of actors and targets, American Psychological Association, Washington, DC
8. Giardini, A. and Frese, M. (2006) Reducing the negative effects of emotion work in service occupations: Emotional competence as a psychological resource. Journal of Occupational Health Psychology, 11:1, pp. 63-75.
9. Gruys, M. L. and Sackett, P. R. (2003) Investigating the dimensionality of counterproductive work behaviour. International Journal of Selection and Assessment, 11:1, pp. 30-42.
10. Harris, L. C. and Ogbonna, E. (2002) Exploring service sabotage: The antecedents, types, and consequences of frontline, deviant, antiservice behaviour. Journal of Service Research, 4, pp. 163-183.
11. Heskett, J. L., Sasser Jr., W. E. and Schlesinger, L. A. (1997) The service profit chain: How leading companies link profit and growth to loyalty, satisfaction and value, Free Press, New York
12. Homburg, C. and Stock, R. M. (2005) Exploring the conditions under which salespersons' work satisfaction can lead to customer satisfaction. Psychology and Marketing, 22, pp. 393-420.
13. Kacmar, K. M., Andrews, M. C., Van Rooy, D. L., Steilberg, R. C. and Cerrone, S. (2006) Sure everyone can be replaced⋯ but at what cost? Turnover as a predictor of unit-level performance. Academy of Management Journal, 49, pp. 133-144.
14. Kwok, C. K., Au, W. T. and Ho, J. M. C. (2005) Normative controls & self-reported counterproductive behaviours in the workplace in China. Applied Psychology - An International Review/Psychologie Appliquee - Revue Internationale, 54:4, pp. 456-475.
15. Lau, V. C. S., Au, W. T. and Ho, J. M. C. (2003) A qualitative and quantitative review of antecedents of counterproductive behaviour in organizations. Journal of Business & Psychology, 18:1, pp. 73-99.
16. Liao, H. and Chuang, A. (2004) A multilevel investigation of factors influencing employee service performance and customer outcomes. Academy of Management Journal, 47:1, pp. 41-58.
17. Litzky, B. E., Eddleston, K. A. and Kidder, D. L. (2006) The good, the bad, and the misguided: How managers inadvertently encourage deviant behaviours. Academy of Management Perspectives, 1, pp. 91-103.
18. Marcus, B. and Schuler, H. (2004) Antecedents of counterproductive behaviour at work: A general perspective. Journal of Applied Psychology, 89:4, pp. 647-660.
19. Marcus, B., Schuler, H., Quell, P. and Hümpfner, G. (2002) Measuring counterproductivity: Development and initial validation of a German self-report questionnaire. International Journal of Selection and Assessment, 10, pp. 18-35.
20. Paoli, P. and Merllié, D. (2000) Third European survey on working conditions 2000.
21. Pollitt, D. (2005) UCI cinema managers are stars of the show. Employee turnover drops dramatically following training program. Human Resource Management International Digest, 13, pp. 11-13.
22. Rienstra, M. and Copinga, M. (2003)
23. Roberts, B. W., Walton, K. E. and Viechtbauer, W. (2006) Patterns of mean-level change in personality traits across the life course: A meta-analysis of longitudinal studies. Psychological Bulletin, 132:1, pp. 1-25.
24. Rogelberg, S. G., Barnes-Farrell, J. L. and Creamer, V. (1999) Customer service behaviour: The interaction of service predisposition and job characteristics. Journal of Business and Psychology, 13:3, pp. 421-435.
25. Sackett, P. R. (2002) The structure of counterproductive work behaviors: dimensionality and relationships with facets of job performance. International Journal of Selection and Assessment, 10, pp. 5-11.
26. Tabachnik, B. G. and Fidell, L. S. (2001) Using multivariate statistics, Allyn & Bacon, Boston
27. Van Eerde, W. (2003) A meta-analytically derived nomological network of procrastination. Personality and Individual Differences, 35, pp. 1401-1418.
28. Villanova, P., Bernardin, H. J., Johnson, D. L. and Dahmus, S. A. (1994) The validity of a measure of job compatibility in the prediction of job-performance and turnover of motion-picture theatre personnel. Personnel Psychology, 47:1, pp. 73-90.
29. White, G. L. (1995) Employee turnover: The hidden drain on profits. HR Focus, 72, pp. 15-18.