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dc.contributor.authorLeo, CHERYL
dc.contributor.authorRussell-Bennett, Rebekah
dc.date.accessioned2017-07-13T02:30:41Z
dc.date.available2017-07-13T02:30:41Z
dc.date.issued2014
dc.date.modified2014-06-11T03:11:54Z
dc.identifier.issn01482963
dc.identifier.doi10.1016/j.jbusres.2013.04.009
dc.identifier.urihttp://hdl.handle.net/10072/55924
dc.description.abstractAlthough 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.peerreviewedYes
dc.description.publicationstatusYes
dc.languageEnglish
dc.language.isoeng
dc.publisherElsevier
dc.publisher.placeUnited States
dc.relation.ispartofstudentpublicationN
dc.relation.ispartofpagefrom1218
dc.relation.ispartofpageto1225
dc.relation.ispartofissue6
dc.relation.ispartofjournalJournal of Business Research.
dc.relation.ispartofvolume67
dc.rights.retentionY
dc.subject.fieldofresearchMarketing not elsewhere classified
dc.subject.fieldofresearchMarketing
dc.subject.fieldofresearchcode150599
dc.subject.fieldofresearchcode1505
dc.titleDeveloping a multidimensional scale of customer-oriented deviance (COD)
dc.typeJournal article
dc.type.descriptionC1 - Articles
dc.type.codeC - Journal Articles
gro.facultyGriffith Business School, Department of Marketing
gro.date.issued2013
gro.hasfulltextNo Full Text
gro.griffith.authorLeo, Cheryl


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