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1-4 of 4
Keywords: Service sabotage
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Journal Articles
Workplace ostracism and frontline LGBTQ+ service employees: tracing the emotional and resource pathways to service sabotage
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing 1–19.
Published: 28 November 2025
...Amit Mahimkar; John Hadjimarcou; Edward Ramirez Purpose Drawing on the Affect Theory of Social Exchange and Conservation of Resources Theory, this research aims to examine the impact of workplace ostracism against frontline LGBTQ+ service employees by their colleagues on service sabotage...
Includes: Supplementary data
Journal Articles
How does service sabotage stimulate customer-oriented organizational citizenship behavior? The roles of guilt and locus of control
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2025) 39 (9): 1173–1191.
Published: 12 September 2025
...Yuanhua Chen; Hongdan Zhao; Qiongyao Zhou; Shaofang Zong Purpose The purpose of this study is to explain how and why employees’ involvement in service sabotage stimulates customer-oriented organizational citizenship behavior, and to explore the mediating role of guilt and the moderating role...
Journal Articles
When passengers misbehave: exploring the pathways from customer incivility to service sabotage among ride-hailing drivers
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2025) 39 (5): 426–441.
Published: 09 May 2025
...Syed Harris Laeeque; Madiha Ali Purpose Grounded in conservation of resources theory, this study aims to examine the relationship between customer incivility and ride-hailing drivers’ (RHDs) service sabotage, testing emotional dissonance and ego depletion as serial mediators and emotional...
Journal Articles
Reducing service sabotage and improving employee commitment to service quality
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2019) 33 (5): 615–625.
Published: 05 September 2019
...Charles H. Schwepker, Jr; Christina K. Dimitriou; Todd McClure Purpose The purpose of this paper is to investigate the impact of formal [ethics training (ET)] and informal [psychological ethical climate (EC)] controls in reducing service sabotage (SS) and increasing employee commitment to service...
