Customer-Oriented Constructive Deviance as a Reaction to Organizational Injustice Toward Customers

To date, research on the deontic model and third-party reactions to injustice has focused primarily on individuals’ tendency to punish the transgressor. In this study, we seek to extend the extant research by arguing that punishment may not be the only deontic reaction and that third-party observers...

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Veröffentlicht in:	Cornell hospitality quarterly 2022-02, Vol.63 (1), p.119-135
Hauptverfasser:	Gong, Taeshik, Sun, Pengchang, Kang, Min Jung
Format:	Artikel
Sprache:	eng
Schlagworte:	Customer satisfaction Customer services Employees Hospitality industry Injustice Servant leadership
Online-Zugang:	Volltext
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