Constructing service sabotage management grid: An effective tool to reduce service sabotage behavior in service industry
- PDF / 564,768 Bytes
- 18 Pages / 595 x 791 pts Page_size
- 61 Downloads / 221 Views
Constructing Service Sabotage Management Grid: An Effective Tool to Reduce Service Sabotage Behavior in Service Industry
Yuntsan Lin
Received: 19 January 2017 / Accepted: 15 March 2017 / Published: 30 June 2017 © The Society of Service Science and Springer 2017
ABSTRACT The majority of existing studies on performance management in the service industry rely on the willingness of the employees to cooperate with the service standard operating procedures (SOPs) established by their supervisors. The dark side of these SOPs was not exposed until recently, when it was revealed that a high percentage of employees engage in service sabotage during service processes and that such acts may have affected customer satisfaction and damaged customer perceived value in the long term. The long-term neglect of service sabotage in organizations severely abuses the trust that customers place in organizations and reduces organizational growth and profitability. Devising the means to avoid the negative effect of service sabotage on customers is therefore crucial for organizations. In view of this, we administered a service sabotage survey to employees to gauge the frequency of individual service sabotage items and distributed another survey to customers to determine how much they care about individual service sabotage items. Based on the results, we defined a Service Sabotage Frequency Index and a Service Sabotage Concern Index, with which we constructed a Service Sabotage Management Grid (SSMG) to gauge and analyze service sabotage. The application of the SSMG can help managers in swiftly grasp the key service sabotage items in their organization, formulate improvement strategies for each individual item, reduce the potential damage that employee service sabotage may inflict on their organization, enhance operations in terms of quality and quantity, and improve competitiveness so as to achieve the goal of sustainable operations. KEYWORDS Service Industry, Service Sabotage, Management Grid, Risk Management. Yun-Tsan Lin ( ) Department of Leisure Industry Management, National Chin-Yi University of Technology, Taiwan e-mail: [email protected]
74 Yuntsan Lin
1. INTRODUCTION The earliest research on employee deviant behavior can be traced back to the soldiering phenomenon proposed by Frederick Taylor, the father of scientific management, in 1911. Soldiering refers to workers deliberately slowing down their work pace to reduce the amount of effort they are making and achieve the goal of rest. Over the last two decades, the deviant behaviors of employees have been discussed extensively by researchers. These discussions have produced various terms such as workplace deviance, antisocial behavior, dysfunctional behavior, revenge, misbehavior, and counterproductive behaviors (Robison and Bennett 1995; Giacalone and Greenberg 1997; Sykes 1997; Ackriyd and Thompson 1999; Kolz 1999). Deviant behaviors in employees significantly increase the operating costs of organizations (Bennett and Robinson 2000), affect the work achievements of organi
Data Loading...
