~Jaycustomer Behavior and Its Impacts on FrontlineEmployees Service Sabotage Intention

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*

*

(1/2)

*Harris and Ogbonna (2002; 2006)Lovelock (1994)(Jaycustomers)

(2/2)

,

*

*2.12.22.3

2.1.1(1/4)Robinson and Bennett (1995)(Workplace Deviance)

Jaworski and Young (1992)(dysfunctional behavior

Atuahene-Gima (1997) Otley and Peirce (1995)

Robinson and Oleary-Kelly (1998)(Anti-social behavior/*

2.1.1(2/4)(organizational misbehavior)

Moberg1997)(organizational vice)

Lehman and Simpson (1992)(psychological withdrawal behaviors)(Physicalwithdrawal behaviors)(Antagonistic work behaviors)

Spector and Fox (2002)(counterproductive work behavior) *

2.1.1 (3/4)(situationalvariables)

*(individual differences)- Robinson and BennettSpector (1997)Leeand Allen (2002)()

2.1.1(4/4)*

2.1.2(1/3)Harris and Ogbonna (2002)

* (Service Sabotage)

2.1.2(2/3)*Harris and Ogbonna (2006)Wallace and De Chernatony (2008)Skarlicki et al. (2008)

2.1.2(3/3)(2005) (2006)(2007)

*

2.2(1/2)Jacoby and Jacarrd (1981)Kowaliski (1996) Harris and Reynolds (2004)Fullerton and Punj (2004)34 Harris andReynolds (2003)Martin (1996)Wu (2007) 2008a*

2.2(2/2)* -Skarlicki et al.(2008) -

2.3.1-(1/2)Jaworskiformal controlinformal controlChallagalla and Shervani Jaworski*Jaworski1988

2.3.1-(2/2)

*

2.3.2-(1/2) (Ethical ideology)

Skarlicki et al. (2008)moral identity*internationalization)symbolization)

2.3.2-(2/2)Forsyth (1980) (idealism)(relativism)*

3.1

*

3.1*

3.2(1/7)*

3.2.1

3.2(2/7)*

3.2.2

3.2(3/7)*

3.2(4/7) 3.2.2

*

3.2(5/7) 3.2.3

*

3.2.3

3.2(6/7)*

3.2.3

3.2(7/7)*

1 2 Harris and Ogbonna2002Harris and Reynolds (2004)3.2.5 (1/2)*

3.2.5 (2/2)Critical Incident Technique, CITscenario vignette

*

*

4.1 Harris and Ogbonna (2002)Harris and Reynolds (2003)

*

4.2 *

4.2 *

**