Service sabotage in hospitality: A meta-analytic review

Abstract

Although previous studies concerning the hospitality industry have explored service sabotage in depth, no systematic, comprehensive analysis has been conducted to investigate this topic. This meta-analysis systematically examined the conclusions of previous studies and explored the moderating factors operative in the relationships between service sabotage and its antecedents. Based on an analysis of 42 independent studies, the results showed that group and role, firm and customer factors significantly affected service sabotage, while the influence of individual factors on service sabotage was partially supported. Moreover, we tested the relationship between service sabotage and its outcomes. Additionally, we examined the moderating effects of national culture (individualism vs. collectivism), research design (time points and data sources), and measurement tools in this context. Finally, future research directions are proposed to provide suggestions for the service sabotage research and management practice in the hospitality field.

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