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The drivers of service sabotage amongst frontline employees
Mini Dissertation (MBA)--University of Pretoria, 2017.
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| Other Authors: | |
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| Format: | Thesis |
| Language: | English |
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University of Pretoria
2017
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| _version_ | 1867613519356100609 |
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| access_status_str | Open Access |
| author2 | Motsei, Ngao |
| author_browse | Motsei, Ngao |
| author_facet | Motsei, Ngao |
| collection | Thesis |
| dc_rights_str_mv | © 2017 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. |
| description | Mini Dissertation (MBA)--University of Pretoria, 2017. |
| format | Thesis |
| id | oai:repository.up.ac.za:2263/59743 |
| institution | University of Pretoria (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:37:26.341Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from UPSpace — University of Pretoria Institutional Repository |
| publishDate | 2017 |
| publishDateRange | 2017 |
| publishDateSort | 2017 |
| publisher | University of Pretoria |
| publisherStr | University of Pretoria |
| record_format | dspace |
| source_str | UPSpace — University of Pretoria Institutional Repository |
| spelling | oai:repository.up.ac.za:2263/59743 The drivers of service sabotage amongst frontline employees Motsei, Ngao ichelp@gibs.co.za Nunes, William UCTD Mini Dissertation (MBA)--University of Pretoria, 2017. Frontline employees play a crucial role in service industries and the rapid expansion of these industries and their contribution to GDP in developing countries is becoming increasingly important. The "darker side" of service dynamics are the acts of sabotage by employees, which damage the service experience. Despite the growing prevalence of service industries and the acknowledgement that acts of service sabotage exist, to date there has been little published data on the drivers of service sabotage among frontline retail staff. The objective of this research was to explore the drivers of service sabotage amongst frontline employees in a retail context. Eighteen qualitative, semi-structured interviews were conducted, using the long interview method. Respondents included senior management as well as frontline employees. The study established eight drivers of service sabotage in the sample population. The drivers encompass a broad range of factors, both internal and external to the organisation, and provide useful starting points for further improvement in overall service levels. The study includes a discussion of the results and suggestions for management and for future research. vn2017 Gordon Institute of Business Science (GIBS) MBA Unrestricted 2017-04-07T13:05:25Z 2017-04-07T13:05:25Z 2017-03-30 2017 Mini Dissertation Nunes, W 2017, The drivers of service sabotage amongst frontline employees, MBA Mini Dissertation, University of Pretoria, Pretoria, viewed yymmdd <http://hdl.handle.net/2263/59743> http://hdl.handle.net/2263/59743 en © 2017 University of Pretoria. All rights reserved. The copyright in this work vests in the University of Pretoria. application/pdf University of Pretoria |
| spellingShingle | UCTD The drivers of service sabotage amongst frontline employees |
| title | The drivers of service sabotage amongst frontline employees |
| title_full | The drivers of service sabotage amongst frontline employees |
| title_fullStr | The drivers of service sabotage amongst frontline employees |
| title_full_unstemmed | The drivers of service sabotage amongst frontline employees |
| title_short | The drivers of service sabotage amongst frontline employees |
| title_sort | drivers of service sabotage amongst frontline employees |
| topic | UCTD |
| url | http://hdl.handle.net/2263/59743 |