Misleading by Example: The Effects of a Manager's Unfair Customer Treatment on Service Employee Performance and Perceived Managerial Trustworthiness

被引:5
作者
Evans, Joel M. [1 ]
Anderson, Jennifer [2 ]
Gilliland, Stephen [3 ]
机构
[1] Prince Mohammed Bin Salman Coll Business & Entrep, 7082 Bay La Sun Juman St,Unit 1, King Abdullah Economic C 239642522, Saudi Arabia
[2] Weber State Univ, Goddard Sch Business & Econ, Ogden, UT 84408 USA
[3] Eller Coll Management, 1130 E Helen St,POB 210108, Tucson, AZ 85721 USA
关键词
Customer service; Organizational justice; Group-value model of fairness; Extra-role behavior; ORGANIZATIONAL JUSTICE; PROCEDURAL JUSTICE; SOCIAL COMPARISONS; JOB-SATISFACTION; EMOTIONAL LABOR; TRUST; FAIRNESS; PERCEPTIONS; MODEL; EXPERIENCES;
D O I
10.1007/s11211-018-0310-0
中图分类号
B84 [心理学];
学科分类号
04 ; 0402 ;
摘要
We explore service worker reactions to a supervisor's fair treatment of customers (i.e., customer-directed fairness), utilizing the group-value model of fairness to formulate two distinct predictions: (1) a status cuing effect, in which employees internalize social cues from the supervisor's behavior to determine the social value of customers, and adapting their own customer-oriented behaviors to reflect the supervisor's cue, and (2) a character indictment effect, in which employees use customer-directed fairness to assess the trustworthiness of the supervisor's character. Results from experimental and field data provide evidence for these dual effects and show how each ultimately affects the employee's in-role and extra-role customer service behavior. Implications are discussed with regard to the group-value model of fairness, alternative theories of fairness, and practical applications.
引用
收藏
页码:260 / 289
页数:30
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