Academic journal article Journal of Management and Organization

Symposium - Deviance and Ethics in Services: Editorial

Academic journal article Journal of Management and Organization

Symposium - Deviance and Ethics in Services: Editorial

Article excerpt

Monica Kennedy and Michael Corliss (2008) explored tensions at the interface faced by employees. This study provides insight into the tensions faced by employees who are bound by organisations to serve customers according to policy, which often does not cater to individual cases. To meet the needs of customers' front-line employees have two choices: 1) adhere to policy; or 2) deviate from policy and satisfy the customers' requirements.

Employees feeling compelled to serve customers experience fear and they do not openly admit to deviations. These thought provoking insights will assist to stimulate further research in this growing field of interest.

Dominique Keeffe, Rebekah Russell-Bennett and Alastair Tombs (2008) contrast with the previous article where employees were the focus to the customer's perspective. Using experimental design, this article investigates the impact of attribution of blame and different service recovery strategies on the deviant behaviour of customers in a luggage loss situation. The results show that high-level service recovery strategies such financial compensation combined with an apology, directly reduce the occurrence of retaliation, as well as indirectly reduce retaliation through the mediating effects of customer anger.

Victoria Browning (2008) brings both the employee and customer perspectives together in a study that qualitatively investigates the types of deviant behaviour and the key factors influencing the behaviour in two hospitality industries. …

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