The motive expression-attribution model of pro-customer rule breaking

Joel M. Evans, Jennifer S. Anderson, Stephen W Gilliland

Research output: Chapter in Book/Report/Conference proceedingConference contribution

Abstract

Employees sometimes break rules to enhance customer service. We introduce the Expression-Attribution model of pro-customer rule breaking (PCRB) to explain how PCRB is experienced by the employee/customer dyad. Employees use PCRB to express motivational orientations toward the organization and the customer, while customers form impression-based attributions about these motivational orientations.

Original languageEnglish (US)
Title of host publicationAcademy of Management 2013 Annual Meeting, AOM 2013
PublisherAcademy of Management
Pages1193-1198
Number of pages6
DOIs
StatePublished - 2013
Event73rd Annual Meeting of the Academy of Management, AOM 2013 - Orlando, United States
Duration: Aug 10 2013Aug 12 2013

Other

Other73rd Annual Meeting of the Academy of Management, AOM 2013
CountryUnited States
CityOrlando
Period8/10/138/12/13

ASJC Scopus subject areas

  • Management Information Systems
  • Management of Technology and Innovation
  • Industrial relations

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