Intolerant Behaviours-Front Desk Service Sabotage in Budget Chain Hotels

Abstract

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.