Response To Organizational Mistreatment Of Customers

Keywords

Climate; Customer mistreatment; Justice; Organizational mistreatment; Organizational unfairness; Prosocial rule breaking

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.

Publication Date

1-1-2015

Publication Title

Research in Occupational Stress and Well Being

Volume

13

Number of Pages

1-31

Document Type

Article

Personal Identifier

scopus

DOI Link

https://doi.org/10.1108/S1479-355520150000013001

Socpus ID

84930364737 (Scopus)

Source API URL

https://api.elsevier.com/content/abstract/scopus_id/84930364737

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