关键词: 服务破坏行为, 组织不良行为, 服务绩效

Abstract: Service sabotage behaviors refer to members in service industry organization deliberately make negative impacts on service when they are offering service to customers. Sabotage behaviors in service settings are also the embodiment of workplace sabotage behaviors in previous studies. Service sabotage behaviors mainly perform in four types: customary-private, customary-public, sporadic-private and sporadic-public service sabotage. The primary measurement methods of service sabotage behaviors include interview, questionnaire and situational projective test. The antecedent variables of service sabotage behaviors were analyzed from individual, group, organization and environmental levels. And the consequence variables of service sabotage behaviors were explored from individual, service performance and organizational performance aspects. Future research in this field should emphasizes the improvement of measurement methods, analyze the mechanism among the relevant variables, seek for effective countermeasure to control the service sabotage behaviors, expand the field of vision and widen the subject’s type and industry field further

Key words: service sabotage behaviors, organizational misbehavior, service performance