Eerde, Wendelien Van; Peper, Paul - In: The Service Industries Journal 28 (2008) 1, pp. 85-93
Deviant service behaviour (DSB) is examined among employees of a cinema chain in the Netherlands. Behaviours that were reported in interviews with 47 employees of one theatre were phrased as items and were used in a survey conducted in three other theatres of the same chain (n = 115). Virtually...