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Article
Publication date: 18 January 2013

Tor W. Andreassen and Sandra Streukens

The purpose of this paper is twofold. First, develop and test a conceptual model to understand customers’ intention to adopt online complaining. Second, to assess two competing…

2697

Abstract

Purpose

The purpose of this paper is twofold. First, develop and test a conceptual model to understand customers’ intention to adopt online complaining. Second, to assess two competing perspectives regarding elaboration likelihood for the moderating impact of individual differences.

Design/methodology/approach

A scenario‐based survey was used to assess respondents’ beliefs, attitude, and usage intentions toward online complaining. Furthermore, individual and situational characteristics were assessed. The data were analyzed using partial least squares path modeling.

Findings

Attitude toward online complaining is a function of both process and outcome beliefs. It is also influenced by individual characteristics, but remains unaffected by situational characteristics. In contrast, usage intentions are influenced by situational characteristics, but by personal differences. For the moderating impact of affect‐based personality characteristics, the often used cognitive effort perspective to elaboration likelihood is not supported. Rather the consumption value perspective applies for these variables.

Research limitations/implications

The use of a single setting, as well as the use of scenarios, may negatively impact external validity. Future research is needed to further explain the contradictory perspectives regarding information processing.

Practical implications

The results provide insight into determinants of customer online complaining. This opens up new possibilities to increase the number of complainants in case of service failures and for firms to take corrective action.

Originality/value

To the authors’ best knowledge, this is a first empirical study aimed at understanding what drives online customer complaining.

Details

Managing Service Quality: An International Journal, vol. 23 no. 1
Type: Research Article
ISSN: 0960-4529

Keywords

Article
Publication date: 9 April 2018

Kelle Barrick, Kevin J. Strom and Nicholas Richardson

Violence against the police represents an ongoing and serious problem in the USA. In 2014, over 48,000 law enforcement officers assaulted while on duty. Although over one in four…

Abstract

Purpose

Violence against the police represents an ongoing and serious problem in the USA. In 2014, over 48,000 law enforcement officers assaulted while on duty. Although over one in four of these resulted in injury, little is known about the conditions under which injury is likely to occur. The purpose of this paper is to provide an assessment of the individual and situational factors that predict injurious assaults against law enforcement.

Design/methodology/approach

Using logistic regression, the current study analyzes data from the 2012 National Incident-Based Reporting System (NIBRS) on all assaults against the police (n=8,987) in order to understand, within a routine activities theoretical framework, how individual-level characteristics (i.e. officer and offender characteristics) and situational influences (i.e. assignment type, activity type, and location) predict the likelihood that an assault will result in injury.

Findings

Overall, findings suggest support for a routine activities theory of violence against the police. Initiating an arrest, one-officer vehicle type, and incidents occurring on highways/roads were all more likely to result in injurious assaults against the police. Other predictors of injury include officer and offender demographics as well as the time the incident took place.

Research limitations/implications

This research was unable to control for some factors that may influence the likelihood of injury such as wearing body armor. Additionally, NIBRS data are not nationally representative, which limits the generalizability of the findings.

Originality/value

This is one of the first papers to use national data to examine the individual and situational factors that predict injurious assaults against law enforcement.

Details

Policing: An International Journal, vol. 41 no. 2
Type: Research Article
ISSN: 1363-951X

Keywords

Article
Publication date: 1 January 1999

Robert H. Bennett

There is a strong tradition in cross‐cultural research to posit a relationship between culturally‐derived values and work‐related attitudes, with the most notable work conducted…

Abstract

There is a strong tradition in cross‐cultural research to posit a relationship between culturally‐derived values and work‐related attitudes, with the most notable work conducted by Hofstede (1980). The deeply‐held culturally‐derived values have a powerful influence on the specific cognitions and behaviors that workers develop. On the other hand, this research suggests that situational variables, including the workers' daily activities and work experiences, also influence work‐related attitudes. Situational demands and salient information from one's current experiences affect the nature of attitudes, and on self‐report questionnaires may explain more variation than reported deep‐seated values. Research was conducted on samples of 64 Americans and 47 Chinese workers to contrast the influences on attitudes. Situational variables were shown to strongly influence attitudinal measures, especially in the American sample. Implications for worker education and training and cross‐cultural management are offered.

Details

International Journal of Commerce and Management, vol. 9 no. 1/2
Type: Research Article
ISSN: 1056-9219

Article
Publication date: 1 December 2023

Muhammad Zubair Alam, Muhammad Rafiq, Adnan Alafif and Sobia Nasir

The determination of human behaviours due to individual characteristics (personality traits) or situational factors has long remained inconclusive. Although the literature stream…

Abstract

Purpose

The determination of human behaviours due to individual characteristics (personality traits) or situational factors has long remained inconclusive. Although the literature stream on personality as the determinants of behaviour is voluminous, the interest of researchers is also growing towards organisational situational cues as the determinant of behaviours. According to situation strength theory (SST), behaviours are determined by situations in strong situations and by personality in weak situations. This study aims to propose a theoretical model of intrapreneurial behaviour (IB) emanation from empowering leadership (EL) by extending the epistemology of SST under the influence of organisational strong situations of job autonomy (JA) and perceived organisational support (POS).

Design/methodology/approach

Using SST, the present study argues that strong situations play a key role in determining human behaviours, and the same can be viewed deductively to assess IB.

Findings

The study attempts to propose whether EL is capable of predicting IB under the strong situation effect of JA and POS while dampening the impact of human personality characteristics.

Originality/value

The current study offers a significant departure from current human resource practices in person-situation dialectics, moving away from personality assessments and toward the creation of cues from strong situations for fostering human behaviour. As a result, personality researchers are being encouraged to conduct a reality check on the extensive personality research conducted in occupational settings. Considering organisational situational cues can impact human resource scope in areas such as talent management, selection, promotion and employment.

Details

International Journal of Innovation Science, vol. ahead-of-print no. ahead-of-print
Type: Research Article
ISSN: 1757-2223

Keywords

Article
Publication date: 25 October 2011

J. Bruce Gilstrap, Jaron Harvey, Milorad M. Novicevic and M. Ronald Buckley

Research vitality addresses the perseverance that faculty members in the organization sciences experience in maintaining their research quantity and quality over an extended…

Abstract

Purpose

Research vitality addresses the perseverance that faculty members in the organization sciences experience in maintaining their research quantity and quality over an extended period of time. The purpose of this paper is to offer a theoretical model of research vitality.

Design/methodology/approach

The authors propose a model consisting of individual and situational factors which influence the motivation and commitment of a professor to continue to conduct quality research over an extended period of time. Additionally, the authors identify benefits that may accrue when faculty members possess research vitality and discuss human resource management implications for schools engaged in hiring, tenuring, promoting, and socializing faculty members. A set of propositions about research vitality and contextual factors that influence this construct are presented and discussed.

Findings

An individual‐level construct that represents a time related measure of the quality and quantity of individual contributions to the scholarly discipline of management is developed. Every individual in the organizational sciences field has the capability to contribute in a meaningful way.

Research limitations/implications

The model presented has a number of personal implications and departmental implications such as how to predict research vitality in junior faculty members.

Practical implications

The framework should be used for understanding one element of success in the organizational sciences.

Originality/value

The paper develops a model of research vitality to explain why some faculty continue to be productive, even in the face of a challenging research process.

Details

Career Development International, vol. 16 no. 6
Type: Research Article
ISSN: 1362-0436

Keywords

Book part
Publication date: 2 June 2015

Maureen L. Ambrose, Regina Taylor and Ronald L. Hess Jr

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…

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.

Article
Publication date: 15 May 2017

Sherry Lynn Skaggs and Ivan Y. Sun

The purpose of this paper is to explore factors that shape police behavior in juvenile interactions occurring in rural communities.

Abstract

Purpose

The purpose of this paper is to explore factors that shape police behavior in juvenile interactions occurring in rural communities.

Design/methodology/approach

Using data collected in rural Kentucky through a factorial survey instrument, this study assessed the effects of situational, officer, organizational and community variables on officers’ authoritative and supportive behavior toward juveniles.

Findings

Officer background characteristics, such as race, sex, education, and having children, and occupational attitudes, such as rehabilitation and dispositional beliefs, were significantly related to both authoritative and supportive behavior. While organizational variables affected officer supportive actions, they were weakly linked to authoritative behavior. Neighborhood social disorganization was ineffective in predicting both types of police behavior.

Originality/value

Although a considerable amount of research has been conducted in the past several decades to examine police behavior, a relatively small number of studies have empirically assessed factors that shape police behavior toward juveniles with an even smaller number assessing juvenile interactions in rural communities. This research provides a comprehensive theoretical explanation of police-juvenile encounters in rural communities which will allow for a more complete understanding of the factors that account for police attitudes and behavior in these interactions.

Details

Policing: An International Journal of Police Strategies & Management, vol. 40 no. 2
Type: Research Article
ISSN: 1363-951X

Keywords

Article
Publication date: 2 August 2023

Dennis Barber III, Ericka R. Lawrence, Kent Alipour and Amy McMillan

This study explores the role of both trait-like (i.e. adaptability) and situational (previous small business ownership and rurality) variables, on entrepreneurial identity (EI…

Abstract

Purpose

This study explores the role of both trait-like (i.e. adaptability) and situational (previous small business ownership and rurality) variables, on entrepreneurial identity (EI) through a social identity theory lens.

Design/methodology/approach

Path analysis was used on 376 individuals from across the United States who met various criteria and were recruited using Prolific.

Findings

Adaptability and previous small business ownership were found to be predictors of EI. Findings also highlight the moderating role of adaptability on the previous small business ownership-EI and rurality-EI links. Notably, highly adaptable individuals who have previously owned businesses tend to hold more of an EI, and those who are less adaptable and live in rural locations also tend to hold less of an EI.

Practical implications

Understanding the conditions under which individuals are likely to hold more of an EI may provide several benefits to organizations and individuals within society, including information that can be used to develop more fine-tuned career counseling and training, risk management strategies, and a more calculated allocation of finite resources.

Originality/value

Despite both personal trait-like (i.e. focus/adaptability) and situational (i.e. rurality and previous small business ownership experience) factors likely playing a crucial role in the formation of individuals' perceptions, previous work has largely ignored their interaction in the development of EI. The authors test a model encompassing trait-like (i.e. focus/adaptability) and situational (rurality, previous small business ownership experience) predictors of EI, along with their interactive effects, and illuminate a more holistic picture of EI's antecedents.

Details

Journal of Small Business and Enterprise Development, vol. 30 no. 5
Type: Research Article
ISSN: 1462-6004

Keywords

Book part
Publication date: 15 July 2009

Maureen L. Ambrose and Marshall Schminke

Organizational justice research traditionally focuses on individuals’ reactions to how they are treated by others. However, little attention has been given to why individuals…

Abstract

Organizational justice research traditionally focuses on individuals’ reactions to how they are treated by others. However, little attention has been given to why individuals choose to behave fairly or unfairly in the first place. Our chapter draws on the literature in ethical decision making (Rest, 1986) to identify five distinct factors that influence an individual's decision to treat others fairly. Using this model as a foundation, and drawing on extant research in justice, we explore five different types of roadblocks to fair behavior. We explore the implications of these roadblocks for organizations concerned with creating and maintaining a fair workplace. Finally, we discuss future research suggested by the five factors and some dilemmas, issues, and caveats relevant to the proposed model.

Details

Research in Personnel and Human Resources Management
Type: Book
ISBN: 978-1-84855-056-8

Article
Publication date: 6 February 2007

Kofi Q. Dadzie and Evelyn Winston

Consumer response to merchandise shortage in the online supply chain outlet is an interesting and important issue for e‐vendors because of the high risk associated with the online…

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Abstract

Purpose

Consumer response to merchandise shortage in the online supply chain outlet is an interesting and important issue for e‐vendors because of the high risk associated with the online environment. The purpose of this study is to examine the effects of the online environment on consumer out‐of‐stock behaviors. In addition, it aims to examine the relative impact of non‐web site situational factors on consumer out‐of‐stock behavior.

Design/methodology/approach

The study proposed an expectation confirmation‐disconfirmation framework based on the utility maximization principle in consumer research. This framework was validated with data from online shopping transactions gathered in two field studies.

Findings

The occurrence of a stock‐out had a pervasive negative impact on consumers' assessment of their online transactional experience and repurchase intentions. Furthermore, item substitution behavior was positively linked with merchandise information content, vividness of web site content, and service speed and a few situational factors. Overall, it was found that consumers' reaction to the “shock” effect of a stock‐out was best explained by an expectation confirmation‐disconfirmation model rather than a performance‐only or expectation‐only model.

Research limitations/implications

While the focus on the total expectation confirmation‐disconfirmation process limited the scope of the study to a single stock‐out event, future research should examine multiple stock‐out events to further validate the proposed framework.

Practical implications

Managers can take advantage of the positive linkage between web site design features and item substitution behavior by tracking the online consumers' expectation confirmation‐disconfirmation evaluative process and its effect on how consumers respond to high priced versus low priced items during a stock‐out event. Design features for low priced items such as CDs and books require product specific information to reduce item switching or exit from the e‐supply chain during a stock‐out event.

Originality/value

Scholars need a systematic framework for examining consumer response to a stock‐out that is applicable in the e‐commerce context because of the effects of abundant information access, low switching cost and the high service expectations of online customers.

Details

International Journal of Physical Distribution & Logistics Management, vol. 37 no. 1
Type: Research Article
ISSN: 0960-0035

Keywords

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