Search results

1 – 10 of over 1000
To view the access options for this content please click here
Article

Syed Muhammad Fazel-e-Hasan, Gary Mortimer, Ian Lings and Judy Drennan

Occasionally, retail employees “break the rules” in order to help customers. Currently, there is little research on the mechanisms by which a sales assistants’ positive

Abstract

Purpose

Occasionally, retail employees “break the rules” in order to help customers. Currently, there is little research on the mechanisms by which a sales assistants’ positive deviance intentions help them attain specific personal and organisational goals. The purpose of this paper is to examine one mechanism, hope, which develops employees’ deviance intentions to provide benefits to the customer, themselves and the organisation.

Design/methodology/approach

A survey captured responses from 270 frontline employees from the retail and services sector. AMOS 23 was used to conduct measurement, path and mediation analyses.

Findings

This study highlights the role of employee hope in developing employees’ positive deviance intentions, and improving perceptions of organisational performance. Results demonstrate that the direct positive impact of hope on positive deviance intention was significant. Furthermore, positive deviance intention was found to positively impact employee goal attainment and perceived organisational performance. The authors’ employee hope model offers a better understanding of positive outcomes of employee deviance, suggesting that retail managers should invest resources to build strong employee–organisation relationships.

Originality/value

This is the first study to empirically demonstrate that employee hope can explain how customer-oriented positive deviance intentions help employee goal attainment and improve their perceptions of organisational performance.

Details

International Journal of Retail & Distribution Management, vol. 47 no. 8
Type: Research Article
ISSN: 0959-0552

Keywords

To view the access options for this content please click here
Article

Naman Sharma

Organisations today seek high engagement levels from their employees for their superior performance amid the highly competitive environment. The purpose of this paper is…

Abstract

Purpose

Organisations today seek high engagement levels from their employees for their superior performance amid the highly competitive environment. The purpose of this paper is to examine the role of positive deviance facilitators (PDFs) in enhancing employee engagement at work.

Design/methodology/approach

The study adopts the interpretive structural modelling (ISM) and Matrice d’Impacts Croisés-Multiplication Appliquée á un Classement (MICMAC) analysis to understand the process of how positive deviance may fuel employee engagement in an organisation. Because of the lack of empirical evidence on the relationship between employee engagement and positive deviance, ISM approach was adopted as it helps in understanding the subjective experience and learnings of experts involved in the field. The MICMAC analysis classifies the relevant factors into four clusters and helps in understanding the dynamics involved.

Findings

Based on the opinions shared by industry and academia experts, a structural model was developed to understand the hierarchy and interactions among the eight PDFs leading towards employee engagement.

Research limitations/implications

The study offers both theoretical and practical implications. The model developed in the current study could be used as a base model for future studies concerning employee engagement and deviance. The importance of human resource management practices in fuelling positive deviance and employee engagement is also highlighted. The study discusses various practical implications for human resource managers and top management.

Originality/value

The literature on positive deviance at work is still at a nascent stage. Empirical studies on deviance largely focus on the destructive/negative side of workplace deviance, and studies on positive outcomes from workplace deviance are rare. This present study provides a unique opportunity to understand how positive deviance can be used to enhance the engagement levels of employees.

Details

International Journal of Organizational Analysis, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1934-8835

Keywords

To view the access options for this content please click here
Article

Ja-Shen Chen, Tran-Thien-Y Le and Devina Florence

The rapid evolution in artificial intelligence (AI) has redefined the customer experience and created huge opportunities for companies to interact with customers using…

Abstract

Purpose

The rapid evolution in artificial intelligence (AI) has redefined the customer experience and created huge opportunities for companies to interact with customers using chatbots. This study explores the role of AI chatbots in influencing the online customer experience and customer satisfaction in e-retailing.

Design/methodology/approach

A research model based on the technology acceptance model and information system success model is proposed to describe the interrelationships among chatbot adoption, online customer experience and customer satisfaction. Personality is a moderator in the model. The authors used a quantitative approach to collect 425 useable online questionnaires and Statistical Product and Service Solutions (SPSS) and SmartPLS to analyze the measurement model and proposed hypotheses.

Findings

The usability of the chatbot had a positive influence on extrinsic values of customer experience, whereas the responsiveness of the chatbot had a positive impact on intrinsic values of customer experience. Furthermore, online customer experience had a positive relationship with customer satisfaction, and personality influenced the relationship between the usability of the chatbot and extrinsic values of customer experience.

Originality/value

This research extends understanding of the online customer experience with chatbots in e-retailing and provides empirical evidence by showing that extrinsic and intrinsic values of online customer experience are enhanced by chatbot adoption.

Details

International Journal of Retail & Distribution Management, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 0959-0552

Keywords

To view the access options for this content please click here
Article

Sajeet Pradhan and Lalatendu Kesari Jena

Unlike most empirical investigations that have tested the relationship between abusive supervision and subordinate’s workplace deviance in a large and formal…

Abstract

Purpose

Unlike most empirical investigations that have tested the relationship between abusive supervision and subordinate’s workplace deviance in a large and formal organizational setup, this study investigates the effect of abusive behavior of owner-manager of small entrepreneurial establishments on subordinate’s workplace deviance. The purpose of this paper is twofold: first, it explores the moderating effect of intention to quit on the relationship between abusive supervision and organizational as well as interpersonal deviance; and second, it investigates whether the moderating effect between abusive supervision and intention to quit will be stronger for organizational deviance (supervisor directed) than for interpersonal deviance (others directed).

Design/methodology/approach

The participants of this study were 240 restaurant and hotel employees working in three small entrepreneurial organizations in the eastern state of India. The authors have collected data on the predictor and criterion variables at two time points with a separation of three to four weeks for reducing common method bias (Podsakoff et al., 2012). At Time 1, participants completed measures of the perception of their owner-manager’s abusiveness and their intention to quit. At Time 2, participants responded to organizational deviance and interpersonal deviance.

Findings

The findings of the study is in line with previous research studies (Tepper et al., 2007; Thau et al., 2009) that reported intention to quit will moderate the positive relationship between abusive supervision and organizational deviance and interpersonal deviance such that the relationship will be stronger when intention to quit is high rather than low. The finding of the study also corroborates the prediction that the interactive effect between abusive supervision and intention to quit will be stronger for organizational deviance (supervisor directed) than for interpersonal deviance (aimed at other members of the organization) when intention to quit is higher.

Originality/value

This study is among the very few empirical research studies that have investigated the effect of abusiveness of owner-manager on subordinate’s workplace deviance in small organizations. Another unique aspect of the study is that it is one of few to propose and test, how (whether organizational deviance or/and interpersonal deviance) and to what extent (more organizational or supervisor directed than interpersonal or others directed deviance) subordinates of abusive supervisor retaliate by engaging in workplace deviant behaviors.

Details

South Asian Journal of Business Studies, vol. 8 no. 3
Type: Research Article
ISSN: 2398-628X

Keywords

To view the access options for this content please click here
Article

Riann Singh

Limited research has explored the behavioural tendencies of reluctant stayers. This study aims to expand research here to explain how employees who are victims of abusive…

Abstract

Purpose

Limited research has explored the behavioural tendencies of reluctant stayers. This study aims to expand research here to explain how employees who are victims of abusive supervision behave when they intend to leave but are unable to because of limited job alternatives. This study postulates that employees who are victims of abusive supervision are more likely to develop intentions to leave their job. Abusive supervision is expected to indirectly spur workplace deviance, with turnover intentions as the mediator. Further, the availability of job alternatives is expected to moderate the relationship between turnover intentions and workplace deviance, thereby forming a moderated-mediation model.

Design/methodology/approach

Employee data were collected from 228 frontline employees within the banking sector of Trinidad, using a two-wave research design. A path-analytic approach was used to test the research relationships.

Findings

The findings provided support for the propositions that abusive supervision predicts turnover intentions, that turnover intentions mediate the abusive supervision – workplace deviance relationship, and that the availability of job alternatives moderate the relationship between turnover intentions and workplace deviance.

Originality/value

This study addresses a clear research gap, as no study has examined how employees who are victims of abusive supervision behave when they intend to leave but are unable to because of limited job alternatives. In fact, few studies have explored the behaviour of reluctant stayers and the moderating role of job alternatives in the behaviours of such stayers.

Details

International Journal of Organizational Analysis, vol. 28 no. 2
Type: Research Article
ISSN: 1934-8835

Keywords

To view the access options for this content please click here
Article

Sandra Bammert, Ulrich Matthias König, Maximilian Roeglinger and Tabitha Wruck

Business process improvement is vital for organizations as business environments are becoming ever more volatile, uncertain, complex and ambiguous. Process improvement…

Abstract

Purpose

Business process improvement is vital for organizations as business environments are becoming ever more volatile, uncertain, complex and ambiguous. Process improvement methods help organizations sustain competitiveness. Many existing methods, however, do not fit emerging business environments as they entail initiatives with long implementation times, high investments and limited involvement of process participants. What is needed are agile process improvement approaches. The purpose of this paper is to explore the potential of digital nudging – a concept offering tools that lead individuals to better decisions – to improve business processes.

Design/methodology/approach

Using process deviance as theoretical lens, an online experiment with 473 participants is conducted. Within the experiment, business processes and digital nudges are implemented to examine whether digital nudging can mitigate the weaknesses of existing process improvement methods.

Findings

Digital nudging can influence the decisions of process participants and entail positive process deviance that leads to process improvement opportunities. Further, the research gives a first hint on the effectiveness of different digital nudges and lays the foundation for future research.

Research limitations/implications

Since exploring a completely new field of research and conducting the experiment in a synthetic environment, the paper serves as a first step toward the combination of digital nudging, business process improvements and positive process deviance.

Originality/value

The major achievement reported in this paper is the exploration of a new field of research. Thus, digital nudging shapes up as a promising foundation for agile process improvement, a discovery calling for future research at the intersection of digital nudging and business process management.

Details

Business Process Management Journal, vol. 26 no. 6
Type: Research Article
ISSN: 1463-7154

Keywords

To view the access options for this content please click here
Article

Sang Bong Lee and Taewon Suh

Reflecting on the importance of negative word-of-mouth (NWOM) executed by internal audience of brand management, this study aims to explore the mechanism of employees…

Abstract

Purpose

Reflecting on the importance of negative word-of-mouth (NWOM) executed by internal audience of brand management, this study aims to explore the mechanism of employees’ NWOM in the emotional exhaustion context.

Design/methodology/approach

Focusing on employees’ active brand-oriented deviances, this study used a surveyed data set (n = 150) collected from negatively aroused employees experiencing a negative event within their organization. Structural equation modeling was adopted to test the hypotheses.

Findings

The current study revealed that employees’ NWOM is associated with emotional exhaustion. Also, it discovered that emotional exhaustion is more strongly associated with employees’ NWOM than turnover intention.

Research limitations/implications

Relying on self-regulation theory, the current study identified emotional exhaustion as a critical antecedent of employees’ NWOM. Future researchers can use the longitudinal research design or temporal separation as an effort to prevent common method variance.

Practical implications

Internal audiences engage in negative brand-oriented performance by spreading NWOM. Further, the advance in social media may instigate NWOM spread by internal audiences to external audiences.

Originality/value

This paper tests the explanatory power of conservation of resources theory and self-regulatory theory in terms of the impact of employees’ emotional exhaustion on NWOM and turnover intention.

Details

Journal of Product & Brand Management, vol. 29 no. 7
Type: Research Article
ISSN: 1061-0421

Keywords

To view the access options for this content please click here
Article

Danielle P. Zandee and Diana Bilimoria

The paper aims to explore an affirmative, discursive perspective for its potential to expand the current understanding of processes of institutional transformation.

Abstract

Purpose

The paper aims to explore an affirmative, discursive perspective for its potential to expand the current understanding of processes of institutional transformation.

Design/methodology/approach

First the notion of institutional transformation is discussed and the “discursive model of institutionalization” as developed by Phillips et al. is described. Then the concept of “positive textual deviance” is introduced and defined. The discursive model is read to explore possibilities for institutional transformation through instances of positive textual deviance.

Findings

The insertion of the concept of positive textual deviance into the discursive model of institutionalization reveals openings for transformation which are captured in propositions that address the agency of texts and their authors in the creation of desired change.

Originality/value

The paper is unique in its synthesis of three distinct theoretical perspectives – institutional, discursive, and affirmative – in the definition and application of positive textual deviance. Its affirmative, constructionist stance goes beyond a critical deconstruction of taken for granted practice by proposing a hopeful, emancipatory approach that enables institutional actors to become agents of change.

Details

International Journal of Sociology and Social Policy, vol. 27 no. 11/12
Type: Research Article
ISSN: 0144-333X

Keywords

To view the access options for this content please click here
Article

Ali Ahmad Bodla, Ningyu Tang, Rolf Van Dick and Usman Riaz Mir

The purpose of this paper is to examine the relationships between authoritarian leadership, organizational citizenship behavior toward one’s supervisor (OCBS) and…

Abstract

Purpose

The purpose of this paper is to examine the relationships between authoritarian leadership, organizational citizenship behavior toward one’s supervisor (OCBS) and organizational deviance. The authors hypothesized curvilinear relationships between authoritarian leadership and OCBS, and between authoritarian leadership and organizational deviance.

Design/methodology/approach

The authors analyzed two-source survey data of 240 employee–supervisor dyads collected from seven organizations in Pakistan.

Findings

Employees exhibited most OCBS and least organizational deviance at intermediate levels of authoritarian leadership. Employees’ perception of a benevolent climate at work moderated the curvilinear relations.

Research limitations/implications

The authors cannot draw causal inferences because of cross-sectional data. Furthermore, the authors’ results may be limited to cultures with high collectivism and high power distance.

Practical implications

This study envisions and illuminates a new avenue of curvilinear relationships among authoritarian leadership, OCBS and organizational deviance.

Originality/value

The two sources (employee–supervisor dyads) data collected from seven organizations supported a unique curvilinear relationship between authoritarian leadership, OCBS and organizational deviance.

Details

Leadership & Organization Development Journal, vol. 40 no. 5
Type: Research Article
ISSN: 0143-7739

Keywords

To view the access options for this content please click here
Article

Steven H. Appelbaum, Giulio David Iaconi and Albert Matousek

The purpose of this paper is to examine the impact on organizations of both negative deviant workplace behaviors – those that violate organizational norms, policies or

Abstract

Purpose

The purpose of this paper is to examine the impact on organizations of both negative deviant workplace behaviors – those that violate organizational norms, policies or internal rules – and positive deviant workplace behaviors – those that honorably violate them. The reasons why people engage in such behaviors are explored, along with some of the reasons why organizations allow such behaviors to thrive within their walls. A typology of positive workplace behavior is determined and is compared with other pro‐social behaviors such as: whistleblowing, corporate social responsibility, organizational citizenship behavior and innovation. Possible solutions to overcome problems associated with negative deviant behavior in the workplace are examined, along with how to promote positive deviant behavior in the workplace.

Design/methodology/approach

A literature review on current positive and negative deviant workplace behavior was conducted.

Findings

Regardless of whether negative deviance is overt or implicit, it has negative consequences for the entity and its affiliates. The estimated impact of the widespread theft by employees on the US economy has been reported to be $50 billion annually. Toxic organizations depend on employees that are dishonest and deceitful in order to be successful. Furthermore, it is found that psychological empowerment is likely to be a key enabler of positive deviance.

Originality/value

It is proposed that the survival of an organization in the face of negative deviant employees is possible with a remodeling of an organization's norms, attitudes and social values to a specific organizational culture centered on important ethical core values; by addressing value differences between employee subcultures, and more frequent background checks when hiring. Adhering tightly to organizational norms may preclude positive deviant behaviors that would be beneficial to the organization, and thus employee psychological empowerment is recommended.

Details

Corporate Governance: The international journal of business in society, vol. 7 no. 5
Type: Research Article
ISSN: 1472-0701

Keywords

1 – 10 of over 1000