Achieving favourable customer outcomes through employee deviance.pdf (469.49 kB)
Achieving favourable customer outcomes through employee deviance
journal contribution
posted on 2023-06-09, 02:18 authored by Achilleas BoukisThis study advances current knowledge by examining how employee deviance and customer participation during a single employee-customer exchange generate favourable customer responses. This work bridges the employee deviance stream with the service encounter literature and illustrates the importance of equity theory in deviant service exchanges between customers and employees. Moreover, results add to the ongoing debate on service nepotism by canvassing the consequences from the customer’s active participation in deviant exchanges which appears to enhance customer perceptions of the exchange. A 3x2 between-subjects experimental design was adopted which manipulates three types of pro-customer deviance along with customer’s participation (or not) to the exchange. The dependent variables capture three types of perceived customer justice (cognitive outcomes) and customer’s affective state (affective outcome). Findings illustrate that customers approve employees’ deviance for their own benefit while also indicate favourable outcomes from deviant exchanges with employees such as higher perceived justice and a more positive affective state. The article concludes with a discussion of the theoretical and managerial implications, limitations and research directions that emerge from this study.
History
Publication status
- Published
File Version
- Accepted version
Journal
Service Industries JournalISSN
0264-2069Publisher
Taylor & FrancisExternal DOI
Issue
7-8Volume
36Page range
319-338Department affiliated with
- Business and Management Publications
Full text available
- Yes
Peer reviewed?
- Yes
Legacy Posted Date
2016-08-02First Open Access (FOA) Date
2018-02-16First Compliant Deposit (FCD) Date
2016-07-29Usage metrics
Categories
No categories selectedKeywords
Licence
Exports
RefWorks
BibTeX
Ref. manager
Endnote
DataCite
NLM
DC