Constructive Deviance in Organizations

Abstract

Synonymous codon usage of protein coding genes of thirty two completely sequenced mycobacteriophage genomes was studied using multivariate statistical analysis. One of the major factors influencing codon usage is identified to be compositional bias. Codons ending with either C or G are preferred in highly expressed genes among which C ending codons are highly preferred over G ending codons. A strong negative correlation between effective number of codons (Nc) and GC3s content was also observed, showing that the codon usage was effected by gene nucleotide composition. Translational selection is also identified to play a role in shaping the codon usage operative at the level of translational accuracy. High level of heterogeneity is seen among and between the genomes. Length of genes is also identified to influence the codon usage in 11 out of 32 phage genomes. Mycobacteriophage Cooper is identified to be the highly biased genome with better translation efficiency comparing well with the host specific tRNA genes.

Achieving favourable customer outcomes through employee deviance

“…Table 2 <Insert Table 2> Discussion Prior research in the employee deviance stream discusses various organizational and individual antecedents of pro-social deviance and sheds light on the motives of employee deviance as well as on their deviance towards different reference groups (e.g. Umphress & Bingham, 2011;Vadera et al, 2013). Extending this research stream, this study explores how employee deviance is perceived from the customer's side and especially reveals how procustomer deviance is perceived from consumers during a discrete exchange with a deviant employee.…”

“…The constructive deviance literature notes that employees may display harmful deviant behaviours to the organization in pro-social ways (Spreitzer & Sonenshein, 2004) and identifies behaviours that violate organizational norms which aim at the welfare of some reference group (i.e. the organization, its members or its customers) (Vadera et al, 2013;Leo & Russell-Bennett, 2012). Rosenbaum and Walsh (2012) introduce the "service nepotism" concept to describe employees who deliver benefits to customers "by virtue of his or her relationship with the customer based on shared socio-collective commonalities and without qualified substantiation" (p. 242).…”

“…Leo & Russell-Bennett, 2014), how pro-customer deviance is viewed from the customer's side and especially whether it generates any favourable cognitive and affective customer responses has yet to be examined (Vadera et al, 2013;Yagil & Luria, 2014). In this vein, the role of cognitive (i.e.…”

“…Appelbaum, Iaconi & Matousek, 2007), recent developments in the area indicate that employees can also violate organizational norms in a pro-social way with pro-organizational (Vadera, Pratt & Mishra, 2013) or pro-customer intentions (Rosenbaum & Walsh, 2012). Procustomer deviance is one such form of pro-social behaviour which occurs when the employee deviates from organizational norms, defying organizational protocol and higher authority for the customer's welfare (Leo & Russell-Bennett, 2014).…”

Legitimate Customer Consequences Deriving From Customer-Oriented Deviance

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ABSTRACTAcknowledging the developments in the constructive employee deviance stream (Leo and Russell-Bennett, 2014), which denote that although employees may depart from workgroup hypernorms, their behaviour might still have pro-customer intentions (Vadera, Pratt and Mishra, 2013), this research illuminates deviant employee-customer encounters and grows the ongoing discussion on the impact of employee customeroriented deviance on various customer outcomes. Customer-oriented deviance (COD) is a form of pro-social behaviour which occurs when the employee deviates from organizational norms, defying organizational protocol and higher authority for the sake of the customer who is the main beneficiary of this behaviour.

Indeed, scarce evidence explores how customer-oriented deviance during the service encounter affects customers' psychological state as well as whether the psychological consequences deriving from employee deviance which actually render the customer more prone to reciprocally respond the employee or the organization with some kind of citizenship behaviour (Hochstein, Bonne and Clark, 2015), this study addresses the impact of three types of customer-oriented deviance on post-deviant customer evaluations.

To address these issues, an experimental design with a 3x2 between-subjects design is adopted.

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