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| Why Do Service Employees Engage in Customer-Oriented Deviant Behaviors: A Motivational Perspective Account |
| LI Pengbo，ZHOU Ying，WANG Zhen，SUN Yuqing |
| 1. Beijing International Studies University， Beijing， China；2. Central University of Finance and Economics， Beijing， China； 3. Shanghai Jiao Tong University， Shanghai， China |
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Abstract Taking the front-line service employees working in the hotel industry as an example, this research investigated why service employees engage in customer-oriented deviant behaviors. Employing the grounded theory, the study identified five motivations behind these behaviors, including morality and ethics, organizational interests protection, interactive relations with customer, customer resources attainment and by personal interests acquirement. Further analyses of motivations and their interrelationships yielded testable propositions and constructed a model of the formation mechanism of customer-oriented deviant behavior. Theoretical contributions and practical implications were also discussed.
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Received: 25 January 2021
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