Access the full text.
Sign up today, get DeepDyve free for 14 days.
Loading next page...
/lp/taylor-francis/classifying-identifying-and-managing-the-service-brand-saboteur-g0PJNDY3aY
References (26)
-
K. Dinnie (2000)
‘Corporate religion’Journal of Brand Management, 7
-
D. Allen (2010)
Living the BrandDesign Management Review, 11
-
(2006)
deviant, antiservice behavior -
M. Bitner, B. Booms, Lois Mohr (1994)
Critical Service Encounters: The Employee's ViewpointJournal of Marketing, 58
-
Farhad Analoui (1995)
Workplace sabotage: its styles, motives and managementJournal of Management Development, 14
-
L. Harris, E. Ogbonna (2002)
Exploring Service SabotageJournal of Service Research, 4
-
P. Podsakoff, Scott MacKenzie (1997)
IMPACT OF ORGANIZATIONAL CITIZENSHIP BEHAVIOR ON ORGANIZATIONAL PERFORMANCE: A REVIEW AND SUGGESTIONS FOR FUTURE RESEARCHHuman Performance, 10
-
J. Chébat, Barry Babin, P. Kollias (2002)
What makes contact employees perform? Reactions to employee perceptions of managerial practicesInternational Journal of Bank Marketing, 20
-
S. Whelan, G. Davies, M. Walsh, Rita Bourke (2010)
Public sector corporate branding and customer orientationJournal of Business Research, 63
-
L. Harris, E. Ogbonna (2006)
Service sabotage: A study of antecedents and consequencesJournal of the Academy of Marketing Science, 34
-
(2001)
Corporate branding and corporate brand -
P. Doyle (1990)
Building successful brands: The strategic optionsJournal of Marketing Management, 5
-
P. Chenet, C. Tynan, A. Money (2000)
The service performance gap: testing the redeveloped causal modelEuropean Journal of Marketing, 34
-
Fiona Harris, L. Chernatony (2001)
Corporate branding and corporate brand performanceEuropean Journal of Marketing, 35
-
N. Gaither, Louis Glorfeld (1985)
An Evaluation of the Use of Tests of Significance in Organizational Behavior ResearchAcademy of Management Review, 10
-
L. Chernatony, Susan Segal‐Horn (2003)
The criteria for successful services brandsEuropean Journal of Marketing, 37
-
D. Bowen, R. Johnston (1999)
Internal service recovery: developing a new constructInternational Journal of Service Industry Management, 10
-
M. McDonald, L. Chernatony, Fiona Harris (2001)
Corporate marketing and service brands ‐ Moving beyond the fast‐moving consumer goods modelEuropean Journal of Marketing, 35
-
K. Eisenhardt (1989)
Building theories from case study researchSTUDI ORGANIZZATIVI
-
D. Organ (1988)
Organizational citizenship behavior: The good soldier syndrome.Administrative Science Quarterly, 33
-
(2002)
Exploring service sabotage: the antecedents, types, and consequences of frontline, deviant, antiservice behavior -
U. Yavas, Z. Bilgin, D. Shemwell (1997)
Service quality in the banking sector in an emerging economy: a consumer surveyInternational Journal of Bank Marketing, 15
-
(2000)
Corporate Religion, London: Pearson Education -
(1997)
ance: a review and suggestion for future research -
M. Patton (1990)
Qualitative evaluation and research methods, 2nd ed. -
Jill Welch, M. Patton (1992)
Qualitative evaluation and research methodsThe Modern Language Journal, 76
- Publisher
- Taylor & Francis
- Copyright
- Copyright Taylor & Francis Group, LLC
- ISSN
- 1743-9507
- eISSN
- 0264-2069
- DOI
- 10.1080/02642060701842159
- Publisher site
- See Article on Publisher Site
Abstract
This paper explores the management of brand saboteurs. The literature emphasises the role of the employee in delivering a service brand, and advocates the cultivation of brand ambassadors. Yet there exist saboteurs, employees who work against the brand, and there is a dearth of literature exploring this group. Through 20 in-depth interviews with mangers in the Irish banking and grocery sectors, the researchers identify three types of sabotage: deviance, underperformance, and service failure. A framework for identifying potential saboteurs is presented, together with methods to manage these employees. Notably, the paper identifies the criticality of saboteur management in a ‘job for life’ environment.
Journal
The Service Industries Journal – Taylor & Francis
Published: Mar 1, 2008