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Drawing the line: how inspectors enact deviant behaviors

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  • Jean-Baptiste Suquet

    (RMS - Reims Management School, IRG - Institut de Recherche en Gestion - UPEM - Université Paris-Est Marne-la-Vallée - UPEC UP12 - Université Paris-Est Créteil Val-de-Marne - Paris 12)

Abstract

Purpose: the article seeks to show frontline employee sensemaking in service encounters. The purpose is to reveal the processual nature of the dysfunctional behaviour category and to point out the dilemmas that organizations face when drawing the line between what is acceptable and what is not. Methodology: the article focuses on fare evasion management in urban bus transport, and more specifically on control interactions between ticket inspectors and passengers. Thanks to an ethnographic study of inspection work and to a dramaturgical approach to control interactions, the article accounts for the process of fraud enactment. Findings: the article gives insight into a specialized service related activity: frontline inspection. It shows how different types of fare evasion behaviours are identified, qualified and eventually enacted. In addition, it points out three types of dilemmas in deviant behaviour management: service / sanction; offense focused perspective / dysfunctional behaviour management perspective and control outcome effectiveness / control outcome visibility. Research limitations / implications: further research is needed to generalize the results. Moreover this original enactment perspective may not be restricted to service encounters, and future research work should address other aspects of the dysfunctional behaviour enactment process. Practical implications: Originality: the paper contributes to the theory of deviant client's behaviours and brings a processual and social-constructive perspective.

Suggested Citation

  • Jean-Baptiste Suquet, 2010. "Drawing the line: how inspectors enact deviant behaviors," Post-Print hal-01133097, HAL.
    • Handle: RePEc:hal:journl:hal-01133097
    Note: View the original document on HAL open archive server: https://hal.science/hal-01133097
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    File URL: https://hal.science/hal-01133097/document
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    References listed on IDEAS

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    1. Stephen R. Barley, 1990. "Images of Imaging: Notes on Doing Longitudinal Field Work," Organization Science, INFORMS, vol. 1(3), pages 220-247, August.
    2. Cox, Dena & Cox, Anthony D & Moschis, George P, 1990. "When Consumer Behavior Goes Bad: An Investigation of Adolescent Shoplifting," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 17(2), pages 149-159, September.
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    Cited by:

    1. Benedetto Barabino & Sara Salis, 2023. "Segmenting fare-evaders by tandem clustering and logistic regression models," Public Transport, Springer, vol. 15(1), pages 61-96, March.
    2. Oscar Egu & Patrick Bonnel, 2020. "Can we estimate accurately fare evasion without a survey? Results from a data comparison approach in Lyon using fare collection data, fare inspection data and counting data," Public Transport, Springer, vol. 12(1), pages 1-26, March.
    3. Currie, Graham & Delbosc, Alexa, 2017. "An empirical model for the psychology of deliberate and unintentional fare evasion," Transport Policy, Elsevier, vol. 54(C), pages 21-29.
    4. Boyd, Colin, 2020. "Revisiting the foundations of fare evasion research," Transportation Research Part A: Policy and Practice, Elsevier, vol. 137(C), pages 313-324.
    5. Felipe González & Carolina Busco & Katheryn Codocedo, 2019. "Fare Evasion in Public Transport: Grouping Transantiago Users’ Behavior," Sustainability, MDPI, vol. 11(23), pages 1-17, November.
    6. Fanny Reniou & Aurélien Rouquet & Dilip Subramanian & Jean-Baptiste Suquet, 2017. "Réclamations « déviantes » des clients : quelles réponses pour les organisations ?," Post-Print hal-01630914, HAL.
    7. Benedetto Barabino & Sara Salis, 2019. "Moving Towards a More Accurate Level of Inspection Against Fare Evasion in Proof-of-Payment Transit Systems," Networks and Spatial Economics, Springer, vol. 19(4), pages 1319-1346, December.
    8. Louise Sträuli & Wojciech Kębłowski, 2023. "‘The gates of paradise are open’: Contesting and producing publicness in the Brussels metro through fare evasion," Urban Studies, Urban Studies Journal Limited, vol. 60(15), pages 3126-3142, November.
    9. Ramos, Raúl & Silva, Hugo E., 2023. "Fare evasion in public transport: How does it affect the optimal design and pricing?," Transportation Research Part B: Methodological, Elsevier, vol. 176(C).
    10. Barabino, Benedetto & Salis, Sara & Useli, Bruno, 2015. "What are the determinants in making people free riders in proof-of-payment transit systems? Evidence from Italy," Transportation Research Part A: Policy and Practice, Elsevier, vol. 80(C), pages 184-196.
    11. Elmar Wilhelm M. Fürst & David M. Herold, 2018. "Fare Evasion and Ticket Forgery in Public Transport: Insights from Germany, Austria and Switzerland," Societies, MDPI, vol. 8(4), pages 1-16, October.
    12. Alexander Leischnig & Arch G. Woodside, 2019. "Who Approves Fraudulence? Configurational Causes of Consumers’ Unethical Judgments," Journal of Business Ethics, Springer, vol. 158(3), pages 713-726, September.
    13. Bernard Cova & Gerald Gaglio & Juliette Weber & Philippe Chanial, 2018. "Organizational Sensemaking of Non-ethical Consumer Behavior: Case Study of a French Mutual Insurance Company," Journal of Business Ethics, Springer, vol. 148(4), pages 783-799, April.
    14. Benedetto Barabino & Cristian Lai & Alessandro Olivo, 2020. "Fare evasion in public transport systems: a review of the literature," Public Transport, Springer, vol. 12(1), pages 27-88, March.

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