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This study examines the influence of firm management’s ethical “tone at the top” (tone) and the working relationship of an auditor with his/her supervisor (senior) on the auditor’s propensity to engage in an unethical, dysfunctional auditor behavior (DAB). Findings indicate that environmental factors influence the staff auditor’s decision of whether or not to follow a course of action suggested by the supervisor that is contrary to both the audit program and generally accepted auditing standards (GAAS). Specifically, auditors are influenced by the tone that the partner sets for the firm and by the working relationship that the staff auditor has with the supervising senior auditor. The results of this research have ramifications for the auditing profession, as they identify specific factors outside of auditing standards and beyond an auditor’s moral reasoning capabilities that can influence the acceptance of unethical, dysfunctional behavior.

Service recovery strategies have been identified as a critical factor in the success of service organizations. This study develops a conceptual framework to investigate how specific service recovery strategies influence the emotional, cognitive and negative behavioral responses of consumers, as well as how emotion and cognition influence negative behavior. Understanding the impact of specific service recovery strategies will allow service providers to more deliberately and intentionally engage in strategies that result in positive organizational outcomes. This study was conducted using a 2×2 between-subjects quasi-experimental design. The results suggest that service recovery has a significant impact on emotion, cognition and negative behavior. Similarly, satisfaction, negative emotion and positive emotion all influence negative behavior but distributive justice has no effect.

This chapter presents a case which illustrates how the external management consultant may function as an organizational anthropologist and provide insights and alternative strategies for human resource professionals and leadership faced with high toxicity levels. The long-term failure to timely detect toxins and intervene in a destructive conflict results in the spread of dysfunctional behavior in the case company, pointing to leadership negligence and malpractice. The deeply entrenched “no emotions allowed” culture evokes massive turnover and plunging motivation and productivity. The case concludes with specific recommendations for avoiding or repairing a toxic workplace culture.

Purpose – This chapter seeks to understand the concept of consumer misbehavior, especially in the form of consumer deviance and/or dysfunction.

Method/approach – We review the marketing literature on consumer misbehavior, organizing the major themes scholars have used. We also differentiate between two perspectives researchers can employ: (1) misbehavior as deviance and (2) misbehavior as a wider construct.

Findings – Marketers generally overlook consumer misbehavior and put the cost down as that of running a business. Furthermore, they are burdened by the notion of customer sovereignty which is the dictum that “customers are always right.” But customers also lie, cheat, steal, harass, and abuse. Consumer misbehavior is thus multifaceted which in turn makes the definition difficult to pin down. After reviewing the many definitions of consumer misbehavior, including cyber misbehavior, the authors concluded that the disruption perspective is more managerially useful than the perspective based on violation of norms. This is because disruption of the business is not only harmful or unlawful but can lead to a loss of well-being, material resources, and reputation of individuals and/or organizations.

Implications – The chapter proposes a Pre-di-post framework that can be used to deal with customer misbehavior.

Originality/value – Most marketing scholars have focused primarily on misbehavior as deviance, yet this limits the kinds of problems one tends to focus on and the range of solutions one normally considers. We offer an alternative perspective where misbehavior may be instead “an unremarkable consequence of normal conditions” which may suggest a wider range of amelioration strategies.

Research on mentorship has been dominated by the West and little is known about the cultural variations of the mentoring phenomenon in Asian countries. A richer understanding of the cultural context that is more attuned to mentoring experience in Asia can help to improve workplace experience, in general, for those working in and for those who intend to work in the region. This chapter captures the important theoretical lenses in the mentoring literature, and also provides a clear demarcation between negative mentoring and dysfunctional mentoring. This is followed by contextualizing mentoring as per four of Hofstede's six cultural dimensions by dwelling on mentoring experience in countries such as China, India, Pakistan, Japan, South Korea and Taiwan. It is hoped that this chapter will pave the way for further research, which may be a precursor for theory development.

A variety of problematic administrative, organisational and institutional behaviours exist in the internationalising higher education sector globally. These vexing behaviours need to be addressed to fully realise the desired outcomes of the internationalisation movement. Encapsulating these behaviours under the concept of maladministration, we describe problems with respect to administrative commitment and competence, institutional integrity, academic integrity, abuse of authority and financial control. We then outline a hypothetical educational administration curriculum that could be used to equip higher education administrators to identify and mitigate problems with maladministration in internationalisation processes and contexts. This proposed curriculum has two dimensions: educational governance and institutional, academic and administrative integrity; and human relations, organisational culture and dysfunctional behaviour.

This chapter presents a critical analysis of administration and its dysfunctional relationship to teaching and learning. Researchers conducted an ethnographic study over the course of 2 years. The reflective narrative (Nielsen, 1995) is of an iteration of Smith and Geoffrey's (1968) insider–outsider technique revealed systemic dysfunction, professional deference, and disregard. It provides the framework from which to view the dysfunctional behavior of both teachers and administrators. The critical analysis provides a research to practice component, which informs the preparation of future administrators through the revelation of the study's administrative challenges and expectations in the field of education.

Business Schools and other executive training providers have come under withering attacks since before the global financial crisis for their standardised, non-integrated executive curricula, rigid methods of instruction and weak participant engagement. The crisis has extended this critique. Further criticisms relate to the inability of providers who are schooled in Western paradigms of instruction to manage increasingly multi-cultural, executive workshops. This chapter proposes a play-based approach to executive training. The chapter argues that a play-based approach re-dresses some of the above imbalances and re-positions the interests of entrepreneurial and executive learners. The chapter evaluates the development of the approach to learning by using play-based and experiential-learning simulator called Synergy. Initial arguments are presented with indications and results on why play-based designs can offer a productive response to some of the current criticisms that are levelled at executive and entrepreneurial training provision.

This chapter examines the effect of mutual monitoring and the personality trait of need for achievement on subordinates’ budgetary-slack creation in a team-based environment. Experimental results show that the creation of budgetary slack is lower when mutual monitoring is present than when it is absent. The results also show that a two-way interaction between mutual monitoring and the personality trait of need for achievement affects subordinates’ budgetary-slack creation.