Antecedents of Service Sweethearting (Case Study on Prime Plaza Hotels & Resorts Group)
Erna Fitriastuti, Badri Munir Sukoco, Fiona Niska Dinda Nadia

Airlangga University

Abstract

Prospects of service industry sector in Indonesia constantly grow each year. Employee behavior is the success key for service industry. Service sweethearting is one of deviance behavior that resulted in considerable loss, but rarely discussed in the prior research. Research question aimed to be answered is what are the factors influence service sweethearting which contribute to control service sweethearting behavior, so that organizations able to minimize loss. Conclusion is being resulted through responses gathered from 147 employees of Prime Plaza Hotels&Resorts group.
Finding shows that opportunities to earn additional revenues and deviance of work groups norms influence service sweethearting. Moreover, policies are being formulated in order to minimize service sweethearting behavior, through managing positive organizational climate, providing training on the rules of irregularities within organization, discussing personal integrity, and providing proper asessment and rewards.

Keywords: service sweethearting, deviance behavior

Topic: Organizational Behavior, Leadership and Human Resources Management