Maureen L. Ambrose, Regina Taylor and Ronald L. Hess Jr
In this chapter, we examine employee prosocial rule breaking as a response to organizations’ unfair treatment of customers. Drawing on the deontic perspective and research on…
Abstract
In this chapter, we examine employee prosocial rule breaking as a response to organizations’ unfair treatment of customers. Drawing on the deontic perspective and research on third-party reactions to unfairness, we suggest employees engage in customer-directed prosocial rule breaking when they believe their organizations’ policies treat customers unfairly. Additionally, we consider employee, customer, and situational characteristics that enhance or inhibit the relationship between employees’ perceptions of organizational policy unfairness and customer-directed prosocial rule breaking.
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Amy M. Hageman and Dann G. Fisher
Tax professionals in public accounting firms must meet professional standards in working with their clients, but may also face pressure from both their clients and firms when…
Abstract
Tax professionals in public accounting firms must meet professional standards in working with their clients, but may also face pressure from both their clients and firms when making ethical decisions. The purpose of this study is to examine the influence of client factors on tax professionals’ ethical decision-making. Furthermore, we also investigate how client service climate and different ethical climate types affect these ethical decisions. Based on an experimental design with 149 practicing tax professionals, results indicate that tax professionals are not swayed by client importance or social interaction with the client when making ethical decisions. However, tax professionals are more likely to engage in ethical behavior when their own accounting firm monitors and tracks the quality of client service, whereas unethical behavior is more common when public accounting firms emphasize using personal ethical beliefs in decision-making. The results of the study suggest the importance of strong policies and procedures to promote ethical decision-making in firms.
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David M. Mayer and Maribeth Kuenzi
Purpose – This chapter highlights that we do not know why justice climate is related to various unit outcomes and proposes a number of mechanisms.Design/methodology/approach �…
Abstract
Purpose – This chapter highlights that we do not know why justice climate is related to various unit outcomes and proposes a number of mechanisms.
Design/methodology/approach – This chapter draws on the extant literature on justice climate, organizational climate, and a number of theories to link justice climate to unit outcomes.
Findings – We have little understanding of the mechanisms linking justice climate to unit outcomes and it is important to consider various mechanisms.
Research limitations/implications – The primary limitation of this chapter is that although we present several ideas for future research, we do not provide any new empirical findings. The primary implications have to do with specifying the theoretical mechanisms responsible for the effects of justice climate on unit outcomes.
Originality/value – The novel aspect of this chapter is that it questions why justice climate is related to several disparate outcomes and tries to take a theoretical approach to uncover the mechanisms.
Andrea Fischbach and Benjamin Schneider
Purpose: Work-related emotional exposure is a fundamental job characteristic in all kinds of service jobs from sales to law enforcement and corrections and from human services…
Abstract
Purpose: Work-related emotional exposure is a fundamental job characteristic in all kinds of service jobs from sales to law enforcement and corrections and from human services (nursing, counseling) to legal services. But formalized job descriptions are surprisingly silent about the emotional issues accompanying the jobs and roles service workers perform. This is surprising because formalized job descriptions are the foundation of job design, HR, and leadership practices that positively affect employee, customer, and organizational outcomes. Study Design/Methodology/Approach: This is a theory paper and review. To help clarify the emotional labor issues service employees confront, we explicate a model of emotional labor based on the attributes of jobs, roles, and professionalism. Findings: We define emotional labor as service work that exposes those who do such work to interactions with others that can arouse negative emotions. We propose that, while employing organizations define their jobs and employees craft their larger roles, professional norms and values also are a foundation for their emotional labor. Research Implications: We integrate this work-focused emotional labor model into the larger context in which such work occurs via theory and research on organizational climate. We suggest future research on this approach to understanding the antecedents and consequences of emotional labor work. We summarize the major research ideas of what should be the focus of such research and provide a hint about what an emotional labor climate scale might look like based on these ideas. Practical Implications: This chapter offers practical advice to HR managers about how to improve emotional labor. Social Implications: Better management of emotional labor can reduce employee stress and increase employee well-being. Originality/Value: This chapter develops an original model of emotional labor.
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Brian Joseph Biroscak, Carol Bryant, Mahmooda Khaliq, Tali Schneider, Anthony Dominic Panzera, Anita Courtney, Claudia Parvanta and Peter Hovmand
Community coalitions are an important part of the public milieu and subject to similar external pressures as other publicly funded organizations – including changes in required…
Abstract
Purpose
Community coalitions are an important part of the public milieu and subject to similar external pressures as other publicly funded organizations – including changes in required strategic orientation. Many US government agencies that fund efforts such as community-based social marketing initiatives have shifted their funding agenda from program development to policy development. The Florida Prevention Research Center at the University of South Florida (Tampa, Florida, USA) created community-based prevention marketing (CBPM) for policy development framework to teach community coalitions how to apply social marketing to policy development. This paper aims to explicate the framework’s theory of change.
Design/methodology/approach
The research question was: “How does implementing the CBPM for Policy Development framework improve coalition performance over time?” The authors implemented a case study design, with the “case” being a normative community coalition. The study adhered to a well-developed series of steps for system dynamics modeling.
Findings
Results from computer model simulations show that gains in community coalition performance depend on a coalition’s initial culture and initial efficiency, and that only the most efficient coalitions’ performance might improve from implementing the CBPM framework.
Originality/value
Practical implications for CBPM’s developers and users are discussed, namely, the importance of managing the early expectations of academic-community partnerships seeking to shift their orientation from downstream (e.g. program development) to upstream social marketing strategies (e.g. policy change).
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The purpose of this paper is to contribute to the literature on student trust and to examine the relationship between student trust, behavior, and academic outcomes in high…
Abstract
Purpose
The purpose of this paper is to contribute to the literature on student trust and to examine the relationship between student trust, behavior, and academic outcomes in high school. It asks, first, does trust have a positive effect on high school outcomes? Second, does trust influence student behavior, exerting an indirect effect on schooling outcomes? Third, are school size and student socioeconomic status (SES) antecedents of trust?
Design/methodology/approach
A nationally representative sample of students attending public high schools in the USA (n=10,585) is drawn from the Educational Longitudinal Study. Structural equation modeling is used to examine the relationship between student trust, behavior and high school outcomes, controlling for SES, school size and prior achievement. Multiple measures of academic achievement are considered.
Findings
There is a significant relationship between student trust, behavior and high school outcomes. Students who trust have fewer behavioral incidents and better academic outcomes with results suggesting that trust functions through behavior. This is true regardless of SES, school size or prior achievement.
Practical implications
School leaders cannot change parental income or education, but can build trust. Developing and attending to student trust may not only mean that students are better behaved but, more importantly, are more successful academically.
Social implications
In spite of decades of policy and legislation intended to improve schools, closing the achievement gap has proven elusive. One reason may be the relentless focus on physical artifacts of schooling, such as school organization, curriculum, testing and accountability, and a concomitant lack of attention to sociocognitive factors key to learning. Schools are social systems, and high levels of learning are unlikely to occur without a nurturing environment that includes trust.
Originality/value
This research makes a valuable contribution by focussing on student trust in high schools and by illuminating the relationship between trust, behavior, and academic outcomes. Results suggest that trust impacts a broad range of high school outcomes but functions indirectly through behavior.
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Extensive research has made it possible for service climate (SC) to establish itself as “a pivotal construct from a practical and theoretical perspective in the services marketing…
Abstract
Purpose
Extensive research has made it possible for service climate (SC) to establish itself as “a pivotal construct from a practical and theoretical perspective in the services marketing and management literatures” (Auh et al., 2011, p. 427). Key to that interest is the role granted to SC in several important outcomes, such as customer satisfaction and loyalty. A closer look at the theoretical arguments and empirical evidence supporting such role reveals, however, several fragilities. The main purpose of this paper is to present some of those fragilities considered to be particularly relevant to identify possible ways to avoid them.
Design/methodology/approach
An extensive review of SC literature was conducted leading to the identification of several fragilities regarding the role of SC in customers experiences.
Findings
The literature review conducted revealed several limitations that warrant some caution regarding the general consensus concerning the role of SC in customers experiences.
Originality/value
The originality of this paper lies in the identification of several important issues regarding the arguments and empirical support that have been ignored in the literature regarding the role of SC in customers experiences.
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Patrick F. McKay and Derek R. Avery
Over the past decade, the U.S. workforce has become increasingly diverse. In response, scholars and practitioners have sought to uncover ways to leverage this increasing diversity…
Abstract
Over the past decade, the U.S. workforce has become increasingly diverse. In response, scholars and practitioners have sought to uncover ways to leverage this increasing diversity to enhance business performance. To date, research evidence has failed to provide consistent support for the value of diversity to organizational effectiveness. Accordingly, scholars have shifted their attention to diversity management as a means to fully realize the potential benefits of diversity in organizations. The principal aim of this chapter is to review the current wisdom on the study of diversity climate in organizations. Defined as the extent that employees view an organization as utilizing fair personnel practices and socially integrating all personnel into the work environment, diversity climate has been proposed as a catalyst for unlocking the full value of diversity in organizations. During our review, we discuss the existent individual- and aggregate-level research, describe the theoretical foundations of such work, summarize the key research findings and themes gleaned from work in each domain, and note the limitations of diversity climate research. Finally, we highlight the domains of uncertainty regarding diversity climate research, and offer recommendations for future work that can enhance knowledge of diversity climate effects on organizational outcomes.
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Mehdi Khademi-Gerashi, Fatemeh Akhgari, Svenja Damberg and Fatemeh Moradi
In this study, the authors develop a path model and investigate the effect of pandemic-oriented customer mistreatment on service sabotage through the lens of self-presentation…
Abstract
Purpose
In this study, the authors develop a path model and investigate the effect of pandemic-oriented customer mistreatment on service sabotage through the lens of self-presentation theory. Moreover, the authors question the role of service climate as a moderator of the relationship between service sabotage and service performance.
Design/methodology/approach
Data were collected via a survey of 165 F&B frontline employees in restaurants in Iran. The hypotheses are examined using confirmatory factor analysis, structural equation modeling and ordinary least squares regression.
Findings
The findings reveal that POCM has a substantial and positive effect on service sabotage, and service climate mitigates the effect of service sabotage on service performance.
Practical implications
The study introduces and conceptually defines the term POCM. Furthermore, the authors apply the self-presentation theory as the overarching theory to explain underlying conditions in customer mistreatment and service sabotage. Moreover, although prior literature has described the saboteur–customer relationship as a one-line interaction, this study contributes to employee sabotage as a multi-linear transaction.
Originality/value
In this study, the authors identify new perspectives on the dark side of hospitality services in crises, such as the COVID-19 pandemic. The authors argue that pandemic-induced changes are essential not simply because they change customers’ moods and lower their patience threshold, but they further provoke ostentatious behaviors in saboteur–customer relations. These findings shed new light on the literature and provide managerial implications for enhancing hospitality performance.
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Joshua Fogel and Mayer Schneider
College students often embrace credit card use and do not always consider the potential risks of incurring debt from irresponsible credit card use. This paper aims to focus on…
Abstract
Purpose
College students often embrace credit card use and do not always consider the potential risks of incurring debt from irresponsible credit card use. This paper aims to focus on this issue.
Design/methodology/approach
College students (n=301) were surveyed and reported their disposable income and employment status. Outcome variables were attitudes toward irresponsible credit card use, compulsive buying, money anxiety, and money price sensitivity.
Findings
It is found that an incremental pattern of greater levels of disposable income and employment was associated with greater credit card use irresponsibility. Greater levels of disposable income were associated with greater levels of compulsive buying and money anxiety. Part‐time employment was associated with the greatest level of money price sensitivity.
Originality/value
The paper shows that college students should seek information about, or counseling for, the responsibilities associated with credit card use and proper handling of personal finances.