_________ may occur when employee morale is so low that frontline staff members become hostile to customers or fellow employees.

Question

Quizplus · Accepted Answer

Service sabotage refers to intentional acts by employees to harm the service experience for customers or other employees. This can happen when employee morale is low, leading to negative behaviors towards customers or fellow employees. Satisfaction failure and satisfaction sabotage are not commonly used terms and do not accurately describe this phenomenon. Service failure refers to a failure of the service itself, not necessarily related to employee behavior. Employee sabotage could refer to a range of negative behaviors by employees, but service sabotage is specifically related to negative impacts on the service experience.

_________ May Occur When Employee Morale Is So Low That