1Harris L C, Ogbonna E.Exploring Service Sabotage The Antecedents,Types and Consequences of Frontline Deviant, Antiservice Behaviors. Journal of Service Research 2002,4(3):163-183.
3Harris L C & Ogbonna E.Service Sabotage:A Study of Antecedents and Consequences.Journal of the Academy of Marketing Science.2006,34:543-558.
4Sturdy, Andrew. “Customer Care in a Consumer Society:Smiling and Sometimes Meaning It?” Organization , 1998,5 (1): 27-53.
5Harris L C & Kate L. Reynolds. The Consequences of Dysfunctional Customer Behavior Journal of Service Research, 2003, (6)2: 144-161.
6Robinson, S. L. & Bennett, R. Development of a Measure of Workplace Deviance. Journal of Applied Psychology, 2000,85(3): 349-36.
7Gremler,Dwayne D. and Kevin P. Gwinner. Customer-Employee Rapport in Service Relationships. Journal of Service Research 2000,3 (1): 82-104.
8Gruys, M. L. & Sackett, P. R.. Investigating the Dimensionaltiy of Counterproductive Work Behavior. International Journal of Selection and Assessment, 2003,11 (1): 30-42..
