Serivce sweethearting Its antecedents and customer consequences

By:

BRADY, MICHAEL K

Contributor(s):

VOORHEES, CLAY M

Material type:

Mixed materialsPublication details: 2012Description: 81-98Subject(s):

NLM classification:

658.8342

In: JOURNAL OF MARKETINGMSummary: This research is the first to examine service sweethearting, an illicit behavior that costs firms billions of dollars annually in low revenues. Sweethearting occurs when frontline workers give unauthorised free or discounted goods and services tocustomer conspirators. The authors gather dyadic data from 171 service employees and 610 of their customers. The results from the employee data reveal that a varity of job, social and remuneration factors motive sweetering behavior and several measurable employee traits suppress its frequency.

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Holdings
Item type	Current library	Call number	Vol info	Status	Date due	Barcode
Periodicals/Magazines	SSCBS Library		76/2	Available		P14246

This research is the first to examine service sweethearting, an illicit behavior that costs firms billions of dollars annually in low revenues. Sweethearting occurs when frontline workers give unauthorised free or discounted goods and services tocustomer conspirators. The authors gather dyadic data from 171 service employees and 610 of their customers. The results from the employee data reveal that a varity of job, social and remuneration factors motive sweetering behavior and several measurable employee traits suppress its frequency.

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