Qualitat del servei i sabotatge dels empleats: relacions amb la satisfacció i les intencions de comportament dels clients

The present study analyzes the links from service quality and sabotage behaviors of the employees towards the customers to satisfaction and behavioral intentions of 90 clients of a service organization of the Valencian Community, Spain. The results indicated the existence of differential relationships between the two dimensions of service quality (functional and relational) and sabotage behavior of employees, on the one hand, and customer responses (satisfaction, positive intentions towards the organization and intention to warn other customers about the poor quality of the service), on the other. Finally we describe the implications of this research and define some future lines of research.