What is it about?
Across too many organizations and contexts, employees sabotage the service experience of consumers for a variety of reasons. We use this extreme example to show the dimensions of antiservice and how it impacts more typical service experiences.
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Why is it important?
The problem is more widespread than most business, government, and nonprofit organizations recognize, so understanding its potential impact and how it manifests is important.
Perspectives
I spent 4 years working in this environment on a part-time basis to understand its nuances.
ron hill
Read the Original
This page is a summary of: Antiservice as Guiding Maxim, Journal of Service Research, July 2015, SAGE Publications,
DOI: 10.1177/1094670515593914.
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