W. van Eerde
- Deviant service behaviour: Coming soon to a theatre near you?
- Service Industries Journal
- Volume | Issue number
- 28 | 1
- Pages (from-to)
- Document type
- Faculty of Economics and Business (FEB)
- Amsterdam Business School Research Institute (ABS-RI)
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.
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