Classifying, identifying and managing the service brand saboteur
This paper explores the management of brand saboteurs. The literature emphasises the role of the employee in delivering a service brand, and advocates the cultivation of brand ambassadors. Yet there exist saboteurs, employees who work against the brand, and there is a dearth of literature exploring this group. Through 20 in-depth interviews with mangers in the Irish banking and grocery sectors, the researchers identify three types of sabotage: deviance, underperformance, and service failure. A framework for identifying potential saboteurs is presented, together with methods to manage these employees. Notably, the paper identifies the criticality of saboteur management in a ‘job for life’ environment.
Year of publication: |
2008
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Authors: | Wallace, Elaine ; Chernatony, Leslie de |
Published in: |
The Service Industries Journal. - Taylor & Francis Journals, ISSN 0264-2069. - Vol. 28.2008, 2, p. 151-165
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Publisher: |
Taylor & Francis Journals |
Saved in:
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