TY  - CHAP
AB  - 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.
VL  - 13
SN  - 978-1-78560-117-0, 978-1-78560-116-3/1479-3555
DO  - 10.1108/S1479-355520150000013001
UR  - https://doi.org/10.1108/S1479-355520150000013001
AU  - Ambrose Maureen L.
AU  - Taylor Regina
AU  - Hess Jr Ronald L.
PY  - 2015
Y1  - 2015/01/01
TI  - Can I Help You? Employee Prosocial Rule Breaking as a Response to Organizational Mistreatment of Customers
T2  - Mistreatment in Organizations
T3  - Research in Occupational Stress and Well Being
PB  - Emerald Group Publishing Limited
SP  - 1
EP  - 31
Y2  - 2024/04/27
ER  -