Safety or service? Effects of employee prosocial safety-rule-breaking on consumer satisfaction

Shum, Cass; Ghosh, Ankita

doi:10.1016/j.ijhm.2022.103225

Cited by 8 publications

(9 citation statements)

References 62 publications

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“…In the same study, the authors found that ethical climate attenuates the negative association between PSRB and employee loyalty and the positive association between PSRB and customer loyalty. Similarly, Shum and Ghosh (2022) found that customer role accentuated the negative association between PSRB and customer satisfaction.…”

Section: Review Of the Extant Literature On Prosocial Rule-breakingmentioning

confidence: 86%

“…In addition, Potipiroon (2022) found that red tape mediated the association between formalization and PSRB. Furthermore, in an online survey, Shum and Ghosh (2022) found that service performance and perceived safety mediated the association between PSRB and customer satisfaction.…”

Section: Mediatorsmentioning

confidence: 98%

“…Only 40% of the employees were found to break rules due to deviant motives. Thus, the rule-breaking nature has shifted from destructive to constructive behaviors, where employees might break the rules to help customers, coworkers, or the organization (Dahling et al , 2012; Ghosh and Shum, 2019; Shum and Ghosh, 2022). Scholars have overlooked the relevance and distinctiveness of PSRB until recently.…”

Section: Introductionmentioning

confidence: 99%

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Prosocial rule-breaking: a systematic literature review

Malik

Mishra

2023

JHTI

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PurposeThis paper aims to conduct a systematic literature review on prosocial rule-breaking (PSRB) and identify the underlying themes using content analysis.Design/methodology/approachThe current review is based on a portfolio of 37 studies collected from different electronic databases. An extensive literature review is done following a four-step methodology to understand the field comprehensively.FindingsThe present article identified themes in the field of PSRB based on antecedents, consequences, moderators and mediators. Further, the identified themes are classified into individual, job and organizational levels. Through a conceptual framework, how antecedents impact PSRB is shown, which leads to diverse consequences.Practical implicationsThrough this study, the authors attempt to help practitioners understand why PSRB behaviors occur in the workplace. Simultaneously, the authors' work helps managers identify potential strategies to evade the adverse effects of PSRB.Originality/valueTo the best of the authors' knowledge, this study is the first systematic review of PSRB. The review also highlighted the gaps and provided future research directions based on the theory, context, characteristics and methodology (TCCM) framework.

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Section: Review Of the Extant Literature On Prosocial Rule-breakingmentioning

confidence: 86%

Section: Mediatorsmentioning

confidence: 98%

Section: Introductionmentioning

confidence: 99%

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Prosocial rule-breaking: a systematic literature review

Malik

Mishra

2023

JHTI

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“…Recent studies show the impact of privacy/ security on service quality. For example, in ready-to-eat food outlets in sub-Saharan Africa, where the risk of disease transmission is high due to non-compliance with food safety standards, service performance and perceived safety must be ensured to achieve customer satisfaction (Shum & Ghosh, 2022;Parikh et al, 2022). Likewise, in the tourism sector, service quality directly and significantly depends on tourism security (Ruíz Ríos & Tello Reátegui, 2016); and in e-banking, improving reliability and privacy also impacts perceived service quality (Hernández Soriano & Cristóbal Fransi, 2016).…”

Section: Privacy/security Of Purchase and Service Qualitymentioning

confidence: 99%

Point-of-sale loyalty analysis considering store environment (online and offline) and recency of purchase

Hermenegildo Chávez,

Javier Rondán Cataluña,

Martin Ruiz

2023

RBGN

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“…Service performance standards dictate how customers should be treated and the best practices to be observed (Shum, & Ghosh, 2022). At the same time, it shows that the value, service quality, and quantity of employees' personal service contributions also represent their productivity (Grissemann & Stokburge, 2012), and are regarded as the organization members' role requirements for achieving organizational expectations, regulations, or formalization for corresponding behaviours.…”

Section: Service Performancementioning

confidence: 99%

How to Improve Tour Leaders and Guides Service Performance through Emotional Display Rules – The Moderating Effect of Job Stress

Chang

Yeh

2022

JoTS

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If tour guides or leaders want to improve service quality, their emotions must be treated squarely and systematically trained. Therefore, this research explored the impacts of the emotional display rules on tour leaders and guides facing occupational stress regarding service performance and the moderating effect of job stress to construct a service performance model. The questionnaire survey was based on legally registered consolidated travel agencies in Taiwan's northern, central, and southern regions. Each selected travel agency was sent 10 questionnaires for the tour leaders or guides who worked for the agency to fill in. A total of 5,616 questionnaires were distributed. And 394 valid questionnaires were obtained. Data were processed using Partial Least Squares- Structural Equation Modeling. Results revealed that trust and work involvement significantly influence emotional display rules, and job stress has moderation effects on emotional display rules and service performance. This study utilized a service performance impact model to explore and verify. The results provide specific and meaningful verifications for academic research on job stress and emotional labour. This would fill the research gap in previous literature on emotional labour and discussion on travel agencies. This research provides references in both practical and academic fields through different perspectives.

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Safety or service? Effects of employee prosocial safety-rule-breaking on consumer satisfaction

Cited by 8 publications

References 62 publications

Prosocial rule-breaking: a systematic literature review

Prosocial rule-breaking: a systematic literature review

Point-of-sale loyalty analysis considering store environment (online and offline) and recency of purchase

How to Improve Tour Leaders and Guides Service Performance through Emotional Display Rules – The Moderating Effect of Job Stress

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