Linking employee misbehavior to consumer satisfaction

Journal of Foodservice Business Research

Volumn 8, Issue 3, 2006, Pages 23-34

  Namasivayam, Karthik ^a   Lin, Ingrid ^b  

^a PENNSYLVANIA STATE UNIVERSITY   (United States)

^b SAINT XAVIER UNIVERSITY   (United States)

Author keywords

Consumer satisfaction; Employee deviance; Human resource

Indexed keywords

EID: 37849185265     PISSN: 15378020     EISSN: 15378039     Source Type: Journal    
DOI: 10.1300/J369v08n03_03     Document Type: Article

References (35)

1. Ashforth, B.E., & Humphrey, R.H. (1993). Emotional labor in service roles: The influence of identity. The Academy of Management Review, 18, 88-115.
2. Bitran, G.R., & Hoech, J. (1990). The humanization of service: Respect at the moment of truth. Sloan Management Review, 31, 89-96.
3. Bowen, D.E. & Lawler, E.E., III (1995). Empowering service workers. Sloan Management Review, 36, 73-84.
4. Bugental, D. B., & Lewis, J.C. (1999). The paradoxical misuse of power by those who see themselves as powerless: How does it happen? Journal of Social Issues, 1, 51-64.
5. Chebat, J-C., & Kollias, P. (2000). The impact of empowerment on customer contact employees' role in service organizations. Journal of Service Research, 3, 66-81.
6. Colbert, A.E., Mount, M.K., Harter, J.K., Witt, L.A., & Barrick, M.R. (2004). Interactive effects of personality and perceptions of the work situation on workplace deviance. Journal of Applied Psychology, 89, 599-609.
7. Conger, J.A., & Kanungo, R.N. (1988). The empowerment process: Integrating theory and practice. Academy of Management Review, 13, 471-482.
8. Eisenberger, R., Huntington, R., Hutchison, S., & Sowa, D. (1986). Perceived organizational support. Journal of Applied Psychology, 71, 500-507.
9. Fiske, S.T., Morling, B., & Stevens, L.E. (1996). Controlling self and others: A theory of anxiety, mental control, and social control. Personality and Social Psychology Bulletin, 22, 115-123.
10. Fock, H.K.Y., Hui, M.K.M., & Au, K.Y.F. (2002). From discretion to psychological empowerment: A cross-cultural study for service industry. American Marketing Association, Conference Proceedings, 13, 71-79.
11. Griffin, R.W., O'Leary-Kelly, & Collins, J. (1998). Dysfunctional work behaviors in organizations. In C.L. Cooper and D.M. Rousseau (Eds.) Trends in Organizational Behavior (pp. 65-82). NY: John Wiley & Sons.
12. Harris, L.C., & Ogbonna, E. (2002). Exploring service sabotage: The antecedents, types and consequences of frontline, deviant, antiservice behaviors. Journal of Service Research, 4, 163-183.
13. Hartline, M. D., & Ferrell, O.C. (1996). The management of customer-contact service employees: An empirical investigation. Journal of Marketing, 60, 52-70.
14. Hochschild, A.R. (1983). The Managed Heart: The Commercialization of Human Feeling. Berkeley, CA: University of California Press.
15. Karasek, R.A., Jr. (1979). Job demands, job decision latitude, and mental strain: implications for job redesign. Administrative Science Quarterly, 24, 285-308.
16. Lashley, C. (2002). Emotional harmony, dissonance and deviance at work. International Journal of Contemporary Hospitality Management, 14, 255-257.
17. Liao, H., Joshi, A., & Chuang, A. (2004). Sticking out like a sore thumb: Employee dissimilarity and deviance at work. Personnel Psychology, 57, 969-1000.
18. Morrison, E. W. (1996). Organizational citizenship behavior as a critical link between HRM practices and service quality. Human Resource Management, 35, 493-513.
19. Namasivayam, K. (2004). Action control, proxy control, and consumers' evaluations of the service exchange. Psychology & Marketing, 21, 463-480
20. Namasivayam, K. (2005). Connecting organizational human resource practices to consumer satisfaction: Outlining a potential causal mechanism. International Journal of Service Industry Management, 16, 253-270.
21. Namasivayam, K. & Hinkin, T. R. (2003). The customer's role in the service encounter: The impact of control and fairness. Cornell Hotel and Restaurant Administration Quarterly, 44, 26-36.
22. Penney, L.M., Spector, P.E., & Fox, S. (2003). Stress, personality and counterproductive work behavior. In A. Sagie, S. Stashevsky, & m. Koslowsky (Eds.) Misbehavior and Dysfunctional Attitudes in Organizations, NY: Palgrave Macmillan.
23. Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. The Academy of Management Journal, 44, 1018-1027.
24. Reeves, C.A., & Bednar, D.A. (1994). Defining quality: Alternatives and implications. The Academy of Management Review, 19, 419-445.
25. Rhoades, L., & Eisenberger, R. (2002). Perceived organizational support: A review of the literature. Journal of Applied Psychology, 87, 698-714.
26. Robinson, S.L., & Bennett, R.J. (1995). A typology of deviant workplace behavior: A multidimensional scaling study. The Academy of Management Journal, 38, 555-572.
27. Ryan, R.M., & Deci, E.L. (2002) Overview of self-determination theory: An organismic dialectical perspective. In E.L. Deci and R.M. Ryan (Eds.) Handbook of Self-Determination Research (pp. 3-33). Rochester, NY: The University of Rochester Press.
28. Schneider, B., White, S.S. & Paul, M.C. (1998). Linking service climate and customer perceptions of service quality: Test, of a causal model. Journal of Applied Psychology, 83, 150-163.
29. Shamir, B. (1980). Between service and servility: Role conflict in subordinate service roles. Human Relations, 33, 741-756.
30. Spreitzer, G.M. (1996). Social structural characteristics of psychological empowerment. Academy of Management Journal, 38, 483-509.
31. Snipes, R.L., Oswald, S.L., LaTour, M., & Armenakis, A.A. (2005). The effects of specific job satisfaction facets on customer perceptions of service quality: an employee-level analysis. Journal of Business Research, 58, 1330-1339.
32. Stamper, C.L. & Masterson, S.S. (2002). Insider or outsider? How employee perceptions of insider status affect their work behavior. Journal of Organizational Behavior, 23, 875-895.
33. Tschan, F., Rochat, S., & Zapf, D. (2005). It's not only clients: Studying emotion work with clients and co-workers with an event-sampling approach. Journal of Occupational and Organizational Psychology, 78, 195-220.
34. Vardi, Y. & Weitz, E. (2004). Misbehavior in organizations: Theory, research, and management. Mahwah, NJ: Lawrence Erlbaum.
35. Yagil, D. (2002). The relationship of customer satisfaction and service workers' perceived control: Examination of three models. International Journal of Service Industry Management, 13, 382-398.