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Can I Help You? Employee Prosocial Rule Breaking as a Response to Organizational Mistreatment of Customers

Maureen L. Ambrose

Regina Taylor

Ronald L. Hess Jr

Mistreatment in Organizations

ISBN: 978-1-78560-117-0, eISBN: 978-1-78560-116-3

Publication date: 2 June 2015

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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Acknowledgements

Acknowledgment

This research was supported by the Gordon J. Barnett Memorial Foundation.

Citation

Ambrose, M.L., Taylor, R. and Hess Jr, R.L. (2015), "Can I Help You? Employee Prosocial Rule Breaking as a Response to Organizational Mistreatment of Customers", Mistreatment in Organizations (Research in Occupational Stress and Well Being, Vol. 13), Emerald Group Publishing Limited, Leeds, pp. 1-31. https://doi.org/10.1108/S1479-355520150000013001

Publisher

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Emerald Group Publishing Limited