Service sabotage by front line employees: A study of antecedents and consequences

Lau Teck Chai*, Fitriya Abdul Rahim, David Ng Ching Yat

*Corresponding author for this work

Research output: Contribution to journalArticlepeer-review


This paper examines the influence of five antecedents of service sabotage by frontline customer-contact personnel. Using a survey-based approach, the authors collected data from 150 respondents working in the front line service settings. Regression analysis showed that only employees' risk-taking proclivity and their perceptions of the extent of surveillance were significant predictors of sabotage. Other antecedents (employees' need for social approval, perceptions of the extent of employee-customer contact and labour market fluidity) were not significant contributors. This study will help the services sector to minimise deviant behaviour at the workplace.

Original languageEnglish
Pages (from-to)173-180
Number of pages8
JournalPertanika Journal of Social Sciences and Humanities
Issue numberFebruary
Publication statusPublished - 2017
Externally publishedYes


  • Deviant behaviour
  • Ethical behaviour
  • Front-line employees
  • Malaysia
  • Service sabotage


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