Search results

From the perspective of customer segmentation, most scholars show more interest in the very important person (VIP) customer’s service experience and satisfaction; however, the way in which ordinary customers view VIP services has received less attention. Based on fairness heuristic theory and social comparison theory, this study aims to examine the impact of the social visibility of VIP services on ordinary customers’ satisfaction and explored the underlying mechanisms and boundary conditions of this effect.

Two experiments were conducted, Study 1 verified the main effect and mediating effect, Study 2 tested the moderating effect.

The results show that the social visibility of VIP services decreases ordinary customers’ satisfaction and perceived fairness mediates this effect. The deservingness of VIP status moderates the connection between social visibility and perceived fairness.

This research changes the objects of VIP services research and focuses on ordinary customers as its main group and expands the scope of social comparisons among customers.

The findings expand the scope and perspective of research on VIP services and provide guidance to service providers to reduce ordinary customers’ feelings of unfairness so as to improve customer satisfaction.

This study explores the effect of the social visibility of VIP services on ordinary customer satisfaction from the perspective of perceived fairness, as well as the underlying mechanism and boundary conditions of the effect.

This chapter proposes a novel nonnormative approach to evaluating quality, effectiveness, and efficiency of food security.

On the demand side, we consider the quality, effectiveness, and efficiency of the food security system, whose mechanisms should be evaluated by their impact on the quality of life of an endangered population. On the supply side, the motives of food aid donors and food security providers (directly and via policy mechanisms) are discussed in the context of the deservingness heuristic.

The model illustrates three problems with measuring food security-related quality of life: peoples’ different expectations, the different points at which people stand on their food security trajectory, and the potential for an evolving reference value of peoples’ expectations. The deservingness heuristic is the mechanism behind the domestic and international food security aid that occurs via evolutionary forces, or cultural, institutional, and ideological forces.

Food security is a problem that requires a humanistic approach rooted in the evolutionary process/development of the human race. Food security can be misused by the food aid/welfare recipients for their own purposes. Likewise, food security programs by food aid/welfare donors can be targeted unethically when used to achieve the ideological, institutional, and political goals of the donors. Differentiating between the behavioral causes of providing food security may be helpful in predicting whether aid/welfare will be provided to the needy at all.

In many countries, individuals can receive welfare support whilst simultaneously being employed. The level of earned income that welfare recipients are allowed to keep has long been a subject of debate. Core issues include whether in-work benefit regulations provide incentives for individuals to expand labour market participation and are thus also socially effective and whether the population perceives welfare benefits for individuals who earn own income as fair. This article contributes to the debate about the social legitimacy of in-work benefit regulations by shedding light on the principles guiding judgements about an adequate amount of in-work benefit receipt.

The authors use a factorial survey experiment to investigate which factors guide judgements about an adequate level of in-work benefit receipt. In the authors' factorial survey, the household composition, health status, and monthly earnings of a hypothetical in-work benefit recipient were varied experimentally. The study investigates Germany's basic income support programme, a means-tested social policy programme that targets both unemployed and employed individuals.

The results show that respondents consider higher earnings retention rates for lower-income earners to be fair. This preference mirrors the German legislation, which is based on the principle of need. Furthermore, the presence of children and of physical as well as mental health impairments are associated with support for higher earnings retention rates.

The findings suggest that citizens support the core features of in-work benefit regulations but do not consider in-work benefit recipients as a homogenous group when assessing the adequate level of benefit receipt.

The purpose of this paper is to review intuition in the context of organizational change. The authors argue that intuition as a concept requires attention and its formulation is necessary prior to its application in organizations. The paper provides a critique of dual process theory and highlights shortcomings in organization theorizing of intuition.

The paper is conceptual and provides in-depth theoretical discussions by drawing from the literature on decision and intuition in the context of organizational change.

Investigating whether dual process theory is sufficiently clear, the authors found ambiguity. Specifically, the current definition provided by Dane and Pratt is not clear in terms of its four sections: the consciousness of non-conscious processing, involving holistic associations, that are produced rapidly, which result in affectively charged judgments. Finally, the authors note that the evolutionary perspective is missing and they provide foundational concepts for such a perspective, including the discussion of information templates, memes and genes, as argued by research, condition intuition.

The paper finds that an evolutionary perspective develops a picture of intuition as an adaptive resource. This evolutionary perspective is currently absent in research and the authors provide foundational concepts for such a perspective. They propose specific arguments to highlight the evolutionary perspective.

Tipping within the foodservice industry has traditionally been reserved for full-service restaurants. However, there is a growing trend of tip requests at limited-service restaurants, where tipping occurs prior to consuming the product. This research aims to examine the effect of a point-of-sale tip request at limited-service restaurants on return intentions via customer irritation. It also aims to analyze the moderating effects of check amount and perceived deservingness.

Four online scenario-based experiments were conducted to test the hypotheses. Participants were recruited from MTurk for all experiments (N_Study 1 = 152; N_Study 2 = 296; N_Study 3 = 206; N_Study 4 = 134).

Studies 1 and 2 suggested a negative impact of presenting a tip request on return intentions, with customer irritation as the underlying mechanism. Study 3 found the indirect effect was significant only when the check amount was low. Study 4 found that perceived deservingness of a tip also moderated this effect; the indirect effect was significant only when customers felt the employee did not deserve a tip. The effect was attenuated when customers felt the employee deserved a tip.

This paper contributes to the underexplored area of tipping behavior in the limited-service context. The findings contrast extant research on voluntary tipping at full-service restaurants, thus advancing theory by suggesting the consequences of tip requests are contextual and providing practical insights to limited-service establishments contemplating whether to begin requesting tips.

The purpose of this paper is to revisit classic theoretical arguments regarding the broad effects of civilian demeanor on policing and extend associated findings.

The theoretical framework draws on insights from the literatures on police culture, the group engagement model and fairness heuristic theory. The authors argue that demeanor is best conceptualized as the degree of procedural justice exhibited by civilians toward police. Theoretically, procedurally just cooperation should influence officers’ adherence to police culture by affecting their social identification and assessments of civilians’ motives and moral deservingness. To test the hypotheses, the authors surveyed sworn officers from a large metropolitan police department in the southeastern USA in the Fall of 2016.

Results reveal that officers use their procedural justice judgments as heuristics to assess civilians’ trustworthiness, dangerousness, and moral deservingness, and these judgments influence their policing style. Officers who perceive greater procedurally just cooperation by civilians feel less threatened by the public, are more willing to use procedural justice themselves, and are less supportive of a “tough cop” policing style.

The authors propose that: civilian demeanor is best conceptualized as the extent to which civilians exhibit procedural fairness toward the police; and in order for meaningful police reform to occur, it is important to acknowledge the role of civilian demeanor in shaping officers’ attitudes, beliefs and behaviors.

This research addresses the professional logics of street-level managers (SLMs) and bureaucrats (SLBs) working in the Brazilian National Social Security Agency (INSS) through their perceptions of distributive justice and discretion. Since SLMs have the authority to influence SLBs' actions, we investigate whether these two groups hold similar viewpoints.

We integrate the administrative data and survey responses (n = 678) with earlier thematic content analysis (n = 350) in three stages: mean-testing, regression analyses and complementary qualitative analysis, integrated through a mixed-methods matrix.

Whilst no significant differences emerge in distributive justice ideas between groups, SLMs demand wider benefit-granting discretion, praising professionalism whilst adopting managerial posture and jargon.

The study adds to the theoretical discussions concerning SLM’s influence on SLB’s decision-making, suggesting that other factors outweigh it. The finding concerning the managers’ demand for wider discretion asks for further in-depth approaches.

Findings supply valuable insights for policymakers and managers steering administrative reforms, by questioning whether some roles SLMs play are limited to symbolic levels. Further, SLBs’ heterogenous formations might be more relevant to policy divergence than managerial influence and perhaps an underutilised source of innovation.

By approaching street-level management professional logics within a Global South welfare state through a mixed-methods approach, this study offers a holistic understanding of complex dynamics, providing novel insights for public sector management.

The purpose of this paper is to examine young people’s attitudes toward social welfare and their perceptions of who is responsible for providing social welfare benefits.

Social welfare attitudes were examined related to three themes: government responsibility, trust in society, and individual responsibility. A sample of 725 students from 12 high and vocational schools in south Finland was used for analysis.

The data suggest that young people have a high regard for the importance of the government’s role as a social support and a mechanism of social welfare for all citizens. In addition, the results show that women highlight government responsibility more than men, and that men highlight the individual’s own responsibility for social issues. According to the results, there is a weak relationship between cultural values and social welfare attitudes. Collective values relate positively to an emphasis on trust in government and government responsibility for social problems, and relate negatively to an emphasis on individuals’ personal responsibility.

The study shows that the main principles of the welfare state are still accepted by the Finnish youth, although recent speculations about the future of welfare states.

Justice rules are standards that serve as criteria for formulating fairness judgments. Though justice rules play a role in the organizational justice literature, they have seldom been the subject of analysis in their own right. To address this limitation, we first consider three meta-theoretical dualities that are highlighted by justice rules – the distinction between justice versus fairness, indirect versus direct measurement, and normative versus descriptive paradigms. Second, we review existing justice rules and organize them into four types of justice: distributive (e.g., equity, equality), procedural (e.g., voice, consistent treatment), interpersonal (e.g., politeness, respectfulness), and informational (e.g., candor, timeliness). We also emphasize emergent rules that have not received sufficient research attention. Third, we consider various computation models purporting to explain how justice rules are assessed and aggregated to form fairness judgments. Fourth and last, we conclude by reviewing research that enriches our understanding of justice rules by showing how they are cognitively processed. We observe that there are a number of influences on fairness judgments, and situations exist in which individuals do not systematically consider justice rules.

One particular egregious type of workplace mistreatment is supervisor abuse, which has received extensive attention due to its heavy cost to organizations including up to 23 billion dollars in annual loss resulting from increases in absenteeism, health care costs, and productivity loss. Employees attribute causes to abusive supervision, and these attributions impact subsequent reactions. In some cases, employees may feel that abusive supervision is justified, leading to the reaction of Schadenfreude, or pleasure in another’s pain. In this chapter, we discuss antecedents to Schadenfreude, its role in observed mistreatment, and propose a conceptual model based on attribution theory.