Journal of Hotel and Business Management

Journal of Hotel and Business Management
Open Access

ISSN: 2169-0286

+44 1625708989

Lou-Hon Sun

National Kaohsiung University of Hospitality and Tourism, Graduate Institute of Hospitality Management, No.1, Songhe Road, Xiaogang District, Kaohsiung City 812, Taiwan

  • Research Article   
    Intolerant Behaviours-Front Desk Service Sabotage in Budget Chain Hotels
    Author(s): Lou-Hon Sun* and Shiang-Mien Lee

    This study uses semi-structured in-depth interviews with budget hotel front desk staff to extract and summarize the types of service sabotage behaviour and motive. Simplifying the service process and rejection of customers are discovered to be the most common types of service sabotage, whereas personal convenience, vindictive psychology on customers, stereotyping, and work pressure are the main motives for sabotaging service. In addition, this study clarifies the difference between the antecedents and motives of service sabotage and analyses the difference between service sabotage phenomena in budget hotels and international hotels... Read More»
    DOI: 10.35248/2169-0286.19.8.197

    Abstract PDF