IJCRR

IJCRR - 5(4), February, 2013

Pages: 23-30

HANDLING NEGATIVE DEVIANT BEHAVIOUR OF FRONT-LINE EMPLOYEES IN SERVICE ORGANISATIONS

Author: Matthew Apeh Adejoh, Loveth Lare Adejoh

Category: General Sciences

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Abstract:

Deviant behaviours by front – line employees have negative impacts on service organisations which depend on people as most valuable assets. This study was aimed at finding out the nature, incidence and impacts of negative deviant behaviours by front line employees on service organisations and their customers. A population of 150 was sampled from an hotel and a bank, out of which 112 adequately completed and returned questionnaire distributed. The questionnaire which was structured contained options that provided answers to the research questions, based on 5-point Likert scale to assess the level of acceptance or otherwise by the respondents on issues raised. A mean test and standard deviation were performed on the data collected and results show that many front-line employees in service organisations engage in one form of deviant behaviour or the other. The implication is that if nothing is done, the service industry will face colossal irretrievable loss es in view of the fact that they market products that are intangible and highly perishable.. It is recommended that careful staff selection and updated training would go a long way in providing a team of employees that can break barriers and take their organisations to an enviable height.

Keywords: Deviant Behaviour, Customer Satisfaction, Service Organisations

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