Perceptions of Deception: Making Sense of Responses to Employee Deceit

Abstract

ABSTRACT. In this research, we examine the effects that customer perceptions of employee deception have on the customersÕ attitudes toward an organization. Based on interview, archival, and observational data within the international airline industry, we develop a model to explain the complex effects of perceived dishonesty on observerÕs attitudes and intentions toward the airline. The data revealed three types of perceived deceit (about beliefs, intentions, and emotions) and three additional factors that influence customer intentions and attitudes: the players involved, the beneficiaries of the deceit, and the harm done by the perceived lie. We develop a model with specific propositions to guide organizations with respect to apparently deceitful behavior of their employees. Implications and directions for future research are provided, focusing on the question of whether organizations should consistently encourage honesty or train their employees to be effective liars.

When Employees Stop Talking and Start Fighting: The Detrimental Effects of Pseudo Voice in Organizations

“…Indeed, in their study on perceived deceit during flights Jehn and Scott (2008) found that even though the aircrew was telling the truth, many passengers suspected to be lied to. Employees may perceive pseudo voice particularly when managers do not provide proper feedback how employee input has been used.…”

“…That is, they intentionally deceive employees by giving the false impression that their employees' views and opinions matter and are seriously considered in an attempt to create illusions of fair treatment (i.e., ''fabrications of justice '', Cohen 1989). In their study on perceived deceit during flights, Jehn and Scott (2008) proposed three forms of deceit: deceit of intention, deceit of belief, and deceit of emotions. One of the quotes reflecting perceived deceit of intention strongly connects to the concept of pseudo voice: ''They always say they'll bring a pillow, and then never do.…”

Relational Consequences of Perceived Deception in Online Shopping: The Moderating Roles of Type of Product, Consumer’s Attitude Toward the Internet and Consumer’s Demographics

“…Whatever the type of deception, it causes a number of ethical questions and issues for companies, consumers, and policy makers. Within business disciplines, deception has been extensively studied by organizational (e.g., Fleming and Zyglidopoulos, 2008;Jehn and Scott, 2008), accounting (e.g., Gibbins, 1992;Zimbelman, 1997), and information systems researchers (e.g., Biros et al, 2002).…”

“…Research in traditional settings shows that deceptive company policies impact consumers' attitudes and behaviors in the marketplace (e.g., Ingram et al, 2005;Jehn and Scott, 2008;Ramsey et al, 2007). However, relatively little attention has explicitly been given to consumers' reactions to deceptive practices of online retailers (Biswas and Biswas, 2004;Palmer, 2005;Román, 2007).…”

Cultural and religiosity drivers and satisfaction outcomes of consumer perceived deception in online shopping

“…Research in traditional settings shows that deceptive company policies negatively impact consumers' attitudes and behaviours in the marketplace (Ingram, et al, 2005;Jehn & Scott, 2008;Ramsey, et al, 2007). However, relatively little attention has explicitly been given to consumers' reactions to deceptive practices of online retailers (Roman, 2010;Riquelme & Roman, 2014).…”