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.

摘要

尽管之前关于酒店业的研究已经深入探讨了服务破坏，但没有进行系统、全面的分析来调查这个话题。这项荟萃分析系统地检验了先前研究的结论，并探讨了在服务破坏与其前因之间的关系中起作用的调节因素。基于对 42 项独立研究的分析，结果表明，群体和角色、公司和客户因素显着影响服务破坏，而个体因素对服务破坏的影响得到部分支持。此外，我们测试了服务破坏与其结果之间的关系。此外，我们检查了民族文化（个人主义与集体主义）、研究设计（时间点和数据来源）、和在这种情况下的测量工具。最后提出未来的研究方向，为酒店领域的服务破坏研究和管理实践提供建议。