Journal article
Developing a multidimensional scale of customer-oriented deviance (COD)
Journal of Business Research, Vol.67(6), pp.1218-1225
2014
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 pro-customer behaviors and on studies of positive deviance, this paper develops and validates a multi-faceted, 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 construct with sound psychometric properties. Evidence from a 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.
Details
- Title
- Developing a multidimensional scale of customer-oriented deviance (COD)
- Authors/Creators
- C. Leo (Author/Creator) - Griffith UniversityR. Russell-Bennett (Author/Creator) - Queensland University of Technology
- Publication Details
- Journal of Business Research, Vol.67(6), pp.1218-1225
- Publisher
- Elsevier
- Identifiers
- 991005540755907891
- Copyright
- Elsevier
- Murdoch Affiliation
- Murdoch University
- Language
- English
- Resource Type
- Journal article
Metrics
35 Record Views
InCites Highlights
These are selected metrics from InCites Benchmarking & Analytics tool, related to this output
- Collaboration types
- Domestic collaboration
- Citation topics
- 6 Social Sciences
- 6.3 Management
- 6.3.48 Organizational Behavior
- Web Of Science research areas
- Business
- ESI research areas
- Economics & Business