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Article
Publication date: 11 August 2023

Hongmin Yan, David Solnet and Tyler G. Okimoto

The purpose of this paper is to investigate a special type of unethical behaviors among frontline service employees – unethical pro-organizational behaviors (UPB). Building on…

Abstract

Purpose

The purpose of this paper is to investigate a special type of unethical behaviors among frontline service employees – unethical pro-organizational behaviors (UPB). Building on social identity theory, the paper examines how social identifications with the organization and customers interactively affect employees' engagement in UPB. The paper also explores the underlying psychological mechanisms that explain this effect.

Design/methodology/approach

This study uses a multistage, sequential research design to test the hypothesized model. Studies 1A and 1B use scenario-based experiments with a randomized between-subjects design. Study 2 uses a survey design to replicate and expand the findings from Study 1 by collecting survey data from frontline service employees in various service sectors.

Findings

The results across two studies reveal that high organizational identification will motivate employees to engage in UPB when the opportunity arises, while employees who also identify with customers will more likely abstain from committing UPB. Findings from the survey study also show that this interactive effect on UPB is achieved by devaluing customers as tools or placing fault upon them.

Originality/value

This research provides a deeper exploration of the UPB at the organizational frontline. From a social identity theoretical perspective, this research examines how identification with customers and with the organization jointly shape frontline employees' engagement in UPB. In doing so, this research provides insight into the contextual limitations of existing UPB research while also offering practically relevant implications for managing UPB in frontline service contexts.

Details

Journal of Services Marketing, vol. 37 no. 7
Type: Research Article
ISSN: 0887-6045

Keywords

Article
Publication date: 11 May 2023

Lubna Rashid Malik and Madhurima Mishra

This paper aims to conduct a systematic literature review on prosocial rule-breaking (PSRB) and identify the underlying themes using content analysis.

Abstract

Purpose

This paper aims to conduct a systematic literature review on prosocial rule-breaking (PSRB) and identify the underlying themes using content analysis.

Design/methodology/approach

The current review is based on a portfolio of 37 studies collected from different electronic databases. An extensive literature review is done following a four-step methodology to understand the field comprehensively.

Findings

The present article identified themes in the field of PSRB based on antecedents, consequences, moderators and mediators. Further, the identified themes are classified into individual, job and organizational levels. Through a conceptual framework, how antecedents impact PSRB is shown, which leads to diverse consequences.

Practical implications

Through this study, the authors attempt to help practitioners understand why PSRB behaviors occur in the workplace. Simultaneously, the authors' work helps managers identify potential strategies to evade the adverse effects of PSRB.

Originality/value

To the best of the authors' knowledge, this study is the first systematic review of PSRB. The review also highlighted the gaps and provided future research directions based on the theory, context, characteristics and methodology (TCCM) framework.

Details

Journal of Hospitality and Tourism Insights, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 2514-9792

Keywords

Article
Publication date: 17 October 2022

Eric J. Michel, Kristina K. Lindsey-Hall, Sven Kepes, Ji (Miracle) Qi, Matthew R. Leon, Laurence G. Weinzimmer and Anthony R. Wheeler

Employing a service-profit chain (S-PC) framework, this manuscript investigates the relationship between employee engagement (EE) and customer engagement (CE) within service…

Abstract

Purpose

Employing a service-profit chain (S-PC) framework, this manuscript investigates the relationship between employee engagement (EE) and customer engagement (CE) within service contexts and explores how a mediating mechanism, service employee work performance (SEWP), links EE with CE.

Design/methodology/approach

Meta-analytic procedures ascertain the magnitude of the relationship between EE and SEWP (k = 102, ρ^ = 0.45) and between SEWP and three dimensions of CE: customer purchases (k = 42, ρ^ = 0.47), customer knowledge (k = 4, ρ^ = 0.33) and customer influence (k = 7, ρ^ = 0.42). The current meta-analysis reports an effect size for the EE-overall SEWP relationship nearly 1.50 times greater than related extant meta-analyses.

Findings

Results suggest SEWP, consisting of service employee task performance and contextual performance, serves as an important intervening mechanism between EE and CE by considering nine dimensions of SEWP. Such findings suggest that to maximize SEWP, service employees must go beyond simply being satisfied in their work roles; instead, service employees must feel energized, find fulfillment and meaning and be engrossed in their work to maximize the service they provide to customers.

Originality/value

This research extends previous meta-analytic efforts, bridges the multi-disciplinary gap between EE and CE research, provides an empirical link allowing for informed decision-making for managers and stakeholders, underscores the importance of service employees surpassing required job responsibilities to meet and exceed customer needs and suggests an agenda for future service research integrating EE and CE.

Details

Journal of Service Management, vol. 34 no. 5
Type: Research Article
ISSN: 1757-5818

Keywords

Article
Publication date: 17 April 2023

Apoorva A., Ranjan Chaudhuri, Aditi Gupta, Zahid Hussain and Sheshadri Chatterjee

The aim of this research is to investigate how jay customer influence service employees’ customer orientation behaviour before and after COVID-19 from a policy perspective. This…

Abstract

Purpose

The aim of this research is to investigate how jay customer influence service employees’ customer orientation behaviour before and after COVID-19 from a policy perspective. This study will also assess whether jay customer or abusive supervision had a greater or lesser impact on service workers’ emotional stage and customer orientation during COVID-19.

Design/methodology/approach

The research adopted longitudinal approach to collect the data from Indian service employees engaged in various service organisations (such as airlines, hotels and restaurants). The gathered data over a 13-month period, with (T1) November 2019 and (T2) December 2020. A total of 412 employees responded to the T1 survey. Thirteen months later, of the 412 T1 respondents, 381 returned the second survey. The data collected through questionnaire via both personally visiting the hotel restaurants and airport and through online mode. The research used structural equation modelling and ANOVA for the analysis of results.

Findings

The results revealed that the indirect adverse effect of jay customer and abusive supervision on customer orientation via burnout has increased since the start of the pandemic. Furthermore, due to burnout, jay customers had a greater indirect influence on CO during the pandemic than abusive supervision. The result also shows that male employees experience the uncivil behaviour by the customer and the supervisor more frequently than that of female and transgender employees. These findings can be used to efficiently manage the stress of frontline service workers and to suggest policies during times of crisis, such as COVID-19.

Research limitations/implications

This study contributes to the field of behavioural studies, mainly in the context of Indian hospitality industry. Policymakers and future researchers can use these findings to understand different customer-related issues from perceptive of Indian customer.

Originality/value

The originality and value of this study is related to its pioneering study of jay customer and abusive supervision before and after COVID-19 from policy perspective of Indian service sector. The value of such research work is associated with both scholarly and executive implications. Regarding the latter, this study examines the myopic nature of uncivil behaviour and helps service firms to understand and manage its different forms, conclusively also providing practicable executive directions on the problem.

Details

International Journal of Law and Management, vol. 65 no. 3
Type: Research Article
ISSN: 1754-243X

Keywords

Article
Publication date: 8 August 2023

Elizabeth Agyeiwaah, Prosper Bangwayo-Skeete and Emmanuel Kwame Opoku

Building on the social exchange theory, this study aims to investigate the impact of perceived workgroup inclusion on migrant subjective well-being, organization identification…

Abstract

Purpose

Building on the social exchange theory, this study aims to investigate the impact of perceived workgroup inclusion on migrant subjective well-being, organization identification and organizational citizenship behavior (OCB).

Design/methodology/approach

Structural equation modeling was applied to 440 surveyed migrant workers in Macau’s tourism and hospitality industry.

Findings

Perceived workgroup inclusion has a positive influence on migrant workers’ subjective well-being and organizational identification, which both in turn positively affect their OCBs.

Originality/value

Based on the social exchange theory, this study formulates a model that explains how migrant workers' inclusion impacts their well-being, identification and organizational behaviors. It provides theoretical and practical insights into how migrant workers’ inclusion could serve as a talent management strategy that promotes OCBs.

设计/方法/方法

采用结构方程模型对440名澳门旅游和服务业流动劳工进行了分析。

目的

基于社会交换理论, 本研究旨在探讨感知工作小组融入对流动劳工主观幸福感、组织认同、组织公民行为的影响。

调查结果

感知工作组融入对流动劳工的主观幸福感和组织认同有正向影响, 而反过来这两者都积极影响它们的组织公民行为。

创意/价值

本研究基于社会交换理论, 建构了流动劳工融入对其幸福感、认同和组织行为的影响模型。它为流动劳工融入如何成为促进组织公民行为的人才管理战略提供了理论和实践见解。

Diseño/metodología/enfoque

Se aplicó un modelo de ecuaciones estructurales a 440 trabajadores inmigrantes encuestados en la industria del turismo y la hostelería de Macao.

Objetivo

Partiendo de la teoría del intercambio social, este estudio pretende investigar el impacto de la inclusión percibida en el grupo de trabajo sobre el bienestar subjetivo de los inmigrantes, la identificación con la organización y el comportamiento de ciudadanía organizativa (OCB).

Conclusiones

La inclusión percibida en el grupo de trabajo influye positivamente en el bienestar subjetivo de los trabajadores inmigrantes y en su identificación con la organización, lo que a su vez afecta positivamente a su OCB.

Originalidad/valor

Basándose en la teoría del intercambio social, este estudio formula un modelo que explica cómo la inclusión de los trabajadores inmigrantes influye en su bienestar, su identificación y sus comportamientos organizativos. Aporta ideas teóricas y prácticas sobre cómo la inclusión de los trabajadores inmigrantes podría servir como estrategia de gestión del talento que promueva los OCB.

Article
Publication date: 1 June 2023

Jaewon Yoo, Jing Chen and Gary L. Frankwick

This study aims to employ conservation of resources (COR) theory to explain how customer support, customer power, customer orientation (CO) and product complexity impact frontline…

Abstract

Purpose

This study aims to employ conservation of resources (COR) theory to explain how customer support, customer power, customer orientation (CO) and product complexity impact frontline employees (FLEs) work engagement.

Design/methodology/approach

Partial least square structural equation modeling (PLS-SEM) was used to analyze data collected from 1,620 South Korean insurance salespeople using an on-line survey.

Findings

Results show that customer support, customer power and CO will bring more FLEs work engagement, and product complexity negatively dilutes the work engagement gained from customer support.

Practical implications

The results of this study suggest that firms should encourage FLEs to share their experiences and tactics in dealing with customer power and stimulate supportive customer behaviors. Since complex products, particularly financial products, require more explanation and information exchange for customers to understand them, managers might include simulations, videos and role-playing in training programs to show salespeople how to handle customers when attempting to sell these products.

Originality/value

This study investigates the effects of customer cognitive and emotional support on FLEs work engagement and also empirically demonstrates the positive effects of customer power.

Details

International Journal of Bank Marketing, vol. 41 no. 6
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 4 August 2023

Rabindra Kumar Pradhan, Madhusmita Panda, Lopamudra Hati, Kailash Jandu and Manolina Mallick

The COVID-19 pandemic presents an unprecedented case of organisation–environment interaction in the occupational settings. Using Palmer and colleagues (2003) model of work stress…

Abstract

Purpose

The COVID-19 pandemic presents an unprecedented case of organisation–environment interaction in the occupational settings. Using Palmer and colleagues (2003) model of work stress, this study aims to examine the influence of COVID-19 stress on employee performance and psychological well-being. Furthermore, drawing on conservation of resources theory (Hobfoll, 1989), the role of trust in management and psychological capital as moderators has also been explored.

Design/methodology/approach

Data were collected from the service sector employees (N = 507) using purposive sampling technique.

Findings

Structural equation modelling analysis revealed the negative impact of COVID-19 stress on employee performance and psychological well-being; moderated by trust in management and psychological capital, respectively.

Research limitations/implications

The proposed conceptual model contributes to the stress management literature by providing an understanding of how COVID-19-related stress impacts employee behaviour in organisational context. The present study considers the COVID-19 stress as bio-psycho-socioeconomic challenge that impacts and determines nearly all the activities of the individuals, groups and organisations at a global scale.

Practical implications

The findings of the studies offer several managerial implications pertaining to performance and well-being at workplace especially during such crisis characterised by the elements of uncertainty and ambiguity. Identification of the personal resources would prove beneficial for the management in devising and implementing customised interventions for employees and the organisation. Since the pandemic has impacted each individual differently, human resource managers should remind their employees to be vigilant about self-care and take advantage of their health care benefits, particularly with regards to mental health.

Originality/value

The proposed conceptual model contributes to the workplace stress management literature by providing an understanding of how COVID-19-related stress impacts employee outcomes in the organisational context. Furthermore, identifying personal resources would prove beneficial for the management in devising and implementing customised interventions at the workplace.

Details

Journal of Asia Business Studies, vol. 18 no. 1
Type: Research Article
ISSN: 1558-7894

Keywords

Article
Publication date: 2 January 2024

Niharika Gaan and Yuhyung Shin

This study explores the moderated mediation effect, wherein collective mindfulness attenuates the hypothesised relationship between customer incivility, service sabotage and…

Abstract

Purpose

This study explores the moderated mediation effect, wherein collective mindfulness attenuates the hypothesised relationship between customer incivility, service sabotage and psychological well-being and is supported by the conservation of resources (COR) theory.

Design/methodology/approach

Multiwave and multisource data were collected from 315 frontline employees (FLEs) working in 32 Indian bank branches. Using HLM 7.00, the authors tested a multilevel model in which branch-level collective mindfulness moderated the association amongst individual-level customer incivility, psychological well-being and service sabotage.

Findings

A higher level of collective mindfulness had a profound cross-level effect on the association between customer incivility and service sabotage through psychological well-being.

Originality/value

Distinct from prior research that focussed on individuals' personal resources as a buffer against customer incivility, the authors' study identified branch-level collective mindfulness as a boundary condition that helps employees experiencing customer incivility decrease service sabotage. By uncovering a branch-level variable that reduces the negative impact of customer incivility on service sabotage, the authors' study offers valuable insights for banks to enhance customer service at their branches.

Details

International Journal of Bank Marketing, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0265-2323

Keywords

Article
Publication date: 22 March 2023

Hangjun Xu, Chuanyi Tang and Lin Guo

Although customer co-creation has received a significant amount of attention in both practice and academics, most of the previous studies have been conducted from the customer…

Abstract

Purpose

Although customer co-creation has received a significant amount of attention in both practice and academics, most of the previous studies have been conducted from the customer perspective while how service employees are involved in the customer value co-creation process has been rarely examined. To fill in this gap, the purpose of this paper is to develop a scale of employee involvement in customer value co-creation, and test a theoretical model that investigates the antecedents and consequences of employee involvement in customer value co-creation.

Design/methodology/approach

Based on a comprehensive literature review and 12 in-depth interviews with service employees, a scale of employee involvement in customer value co-creation was developed in Study 1. The items were purified, and the construct validity and reliability were evaluated via a survey (n = 178). In Study 2, the newly developed scale was cross-validated in a new service context and a conceptual model was tested by estimating a structural equation model with survey data collected from service employees (n = 225).

Findings

The newly developed scale of employee involvement in customer value co-creation has demonstrated sufficient construct validity and reliability across different service contexts. Moreover, the results show that both customer orientation and perceived organizational support are positively associated with employee involvement in customer value co-creation, which, in turn, influences employees’ job satisfaction and job stress. In addition, firm cross-functional cooperation strengthens the relationships between perceived organizational support and employee involvement in customer value co-creation.

Research limitations/implications

Future research from other service contexts and countries is needed to confirm the generalizability of the new scale and the findings.

Practical implications

The findings of the study will provide implications to service managers regarding where to focus their organizational resources and how to facilitate employee involvement in customer value co-creation.

Originality/value

This study takes an initial step to develop a scale of employee involvement in customer value co-creation and test the antecedents and consequences of employee involvement in customer value co-creation.

Article
Publication date: 19 March 2024

Rizwana Hameed, Naeem Akhtar and Anshuman Sharma

Utilizing the theoretical foundation of the stimulus-organism-response framework, the present work developed and investigated a conceptual model. The work explores the effects of…

Abstract

Purpose

Utilizing the theoretical foundation of the stimulus-organism-response framework, the present work developed and investigated a conceptual model. The work explores the effects of perceived risk of COVID-19 on tourists' choice hesitation and choice confidence. Furthermore, it examines the impacts of choice hesitation and choice confidence on psychological distress, which, in turn, influences purchase intentions and risk-protective behavior. Additionally, the study assesses the boundary effects of vulnerability on the association between choice hesitation, choice confidence, and psychological distress.

Design/methodology/approach

An online survey was administered in China during COVID-19 to assess the postulated hypotheses. We collected 491 responses using purposive sampling, and covariance-based structural equation modeling (CB-SEM) was performed to investigate the relationships.

Findings

Results show that the perceived risk of COVID-19 positively influences the choice hesitation and negatively impact choice confidence. It was also found that choice hesitation and choice confidence positively developed psychological distress, which, in turn, negatively triggered purchase intentions and positively developed risk-protective behavior. Additionally, perceived vulnerability had a significant moderating impact on the proposed relationships, strengthening psychological distress.

Originality/value

In the current context, this study measures bipolar behavioral outcomes using the S-O-R model. Because cognitive processes influence participation in health preventative behavior during the spread of diseases, we highlighted how the perception of risk and vulnerability to a pandemic serves as a reliable indicator of certain behaviors. This study advances understanding of how the psychological mindset of tourists copes with such circumstances. Due to the pandemic, tourists face limitations in their choices and are placing greater emphasis on adopting protective measures to mitigate associated risks.

Details

Kybernetes, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0368-492X

Keywords

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