The Dark Side of “Moment of Truth”:Research of the Service Sabotage Behaviors in the Food and Beverage Industry

• Main Authors: I-Hsuan Kuo, 郭懿萱
• Other Authors: 孫路弘
• Format: Others
• Language: zh-TW
• Published: 2010
• Online Access: http://ndltd.ncl.edu.tw/handle/40886094707454738345

碩士 === 高雄餐旅學院 === 餐旅管理研究所 === 98 === The frontline employees serve the key roles of telling the “Moment of Truth”. Employees in the food and beverage industry provide the high customer-contact service work that customers can directly feel satisfied or not. In the past studies focusing on quality of service, few discussed about the employees who sabotage the service encounter and works. Recent studies of employees’ misbehaviors in service industry have been more and more emphasized. This research adopted “focus groups” interview technique, aims at the frontline employees who have work experiences in food and beverage industry, attempted to understand the situations and motivations of the service sabotage during their service work ,and analyzed the types of service sabotage behaviors . Six groups of part-time employees, a total of 41 , were interviewed. The results indicated that the perceptions of employees toward service sabotage are not completely the same, but all of them see service sabotage as some behavior which is acted intentionally to affect the performance. The Motivations of service sabotage include three factors: Individual Factors, Customers Factors, and Firm Factors. Besides, the results also classify and describe main types of service sabotage behaviors in food and beverage industry : Refusal , Implication, Disturbance , Tease , Mistreatment , Service’s Process Simplification , Quality lowering , Taking Advantage of Customers and Firms , and Contrary Service. Finally, this research attempted to identify the framework of the service sabotage behaviors by employees in F&B service industry, and it is suggested that further research can extend this research based on the framework.