過去許多的服務相關研究認為員工通常是順從組織規範以及服務標準,以正面積極的態度服務顧客,最近的研究則發現員工會蓄意做出負面影響顧客的服務破壞行為,至今服務破壞相關研究仍以探索性研究為主,尚未發展出足夠的驗證性研究,以探討相關理論與研究假設,因此本研究進行餐廳服務破壞行為構面的萃取,針對台灣中高價位餐廳服務人員進行量表施測,運用探索性因素分析方法精簡量表,並萃取出「冷漠對待」、「迴避要求」、「改變氛圍」、「干擾顧客」、與「簡化流程」5項因素構面。前測量表的信效度分析具有良好的水準,可提供未來研究進行驗證,建立正式量表,最後探討量表對於理論與實務的應用,以及研究限制與未來建議。
While much service research has assumed that service employees generally are compliant to organizational norms and service standards, a growing body of research has suggested that service workers intentionally engage in negative behaviours to affect customer experience in the service encounter. To date, Research into service sabotage is limited to descriptive research in this area. Much empirical research has yet to be done. This study aims to verify the factor model in the development of a restaurant service sabotage scale. Data collection focused higher-priced restaurant service personnel in Taiwan. This study conducted principal component analysis to purify the data and a set of 20 items were survived. The five extracted factors were named apathy, avoidance, changing the ambiance, interruption, and simplifying service procedure to represent its conceptual meanings. The assessment of reliability and validity suggested that the scale would perform in consistent and effective ways. The results help to validate the scale in future studies. Finally, implications for future research and limitations of this study were presented.