dc.contributor.author | Leo, CHERYL | |
dc.contributor.author | Russell-Bennett, Rebekah | |
dc.date.accessioned | 2017-07-13T02:30:41Z | |
dc.date.available | 2017-07-13T02:30:41Z | |
dc.date.issued | 2014 | |
dc.date.modified | 2014-06-11T03:11:54Z | |
dc.identifier.issn | 01482963 | |
dc.identifier.doi | 10.1016/j.jbusres.2013.04.009 | |
dc.identifier.uri | http://hdl.handle.net/10072/55924 | |
dc.description.abstract | Although frontline employees' bending of organizational rules and norms for customers is an important phenomenon, marketing scholars to date only broadly describe over-servicing behaviors and provide little distinction among deviant behavioral concepts. Drawing on research on pro-social and procustomer behaviors and on studies of positive deviance, this paper develops and validates a multifaceted, multi-dimensional construct term customer-oriented deviance. Results from two samples totaling 616 frontline employees (FLEs) in the retail and hospitality industries demonstrate that customer-oriented deviance is a four-dimensional constructwith sound psychometric properties. Evidence froma test of a theoretical model of key antecedents establishes nomological validity with empathy/perspective-taking, risk-taking propensity, role conflict, and job autonomy as key predictors. Results show that the dimensions of customer-oriented deviance are distinct and have significant implications for theory and practice. | |
dc.description.peerreviewed | Yes | |
dc.description.publicationstatus | Yes | |
dc.language | English | |
dc.language.iso | eng | |
dc.publisher | Elsevier | |
dc.publisher.place | United States | |
dc.relation.ispartofstudentpublication | N | |
dc.relation.ispartofpagefrom | 1218 | |
dc.relation.ispartofpageto | 1225 | |
dc.relation.ispartofissue | 6 | |
dc.relation.ispartofjournal | Journal of Business Research. | |
dc.relation.ispartofvolume | 67 | |
dc.rights.retention | Y | |
dc.subject.fieldofresearch | Marketing not elsewhere classified | |
dc.subject.fieldofresearch | Marketing | |
dc.subject.fieldofresearchcode | 150599 | |
dc.subject.fieldofresearchcode | 1505 | |
dc.title | Developing a multidimensional scale of customer-oriented deviance (COD) | |
dc.type | Journal article | |
dc.type.description | C1 - Articles | |
dc.type.code | C - Journal Articles | |
gro.faculty | Griffith Business School, Department of Marketing | |
gro.date.issued | 2013 | |
gro.hasfulltext | No Full Text | |
gro.griffith.author | Leo, Cheryl | |