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

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

doi:10.5465/AMBPP.2013.27

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

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

Management and Organizations

Research output: Contribution to conference › Paper › peer-review

1 Scopus citations

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 language	English (US)
Pages	1193-1198
Number of pages	6
DOIs	https://doi.org/10.5465/AMBPP.2013.27
State	Published - 2013
Event	73rd Annual Meeting of the Academy of Management, AOM 2013 - Orlando, United States Duration: Aug 10 2013 → Aug 12 2013

Other

Other	73rd Annual Meeting of the Academy of Management, AOM 2013
Country/Territory	United States
City	Orlando
Period	8/10/13 → 8/12/13

ASJC Scopus subject areas

Management Information Systems
Management of Technology and Innovation
Industrial relations

Access to Document

10.5465/AMBPP.2013.27

Cite this

@conference{79bcec0dbfe84abf83aa9759654b954a,

title = "The motive expression-attribution model of pro-customer rule breaking",

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.",

author = "Evans, {Joel M.} and Anderson, {Jennifer S.} and Gilliland, {Stephen W.}",

year = "2013",

doi = "10.5465/AMBPP.2013.27",

language = "English (US)",

pages = "1193--1198",

note = "73rd Annual Meeting of the Academy of Management, AOM 2013 ; Conference date: 10-08-2013 Through 12-08-2013",

}

TY - CONF

T1 - The motive expression-attribution model of pro-customer rule breaking

AU - Evans, Joel M.

AU - Anderson, Jennifer S.

AU - Gilliland, Stephen W.

PY - 2013

Y1 - 2013

N2 - 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.

AB - 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.

UR - http://www.scopus.com/inward/record.url?scp=85026228576&partnerID=8YFLogxK

UR - http://www.scopus.com/inward/citedby.url?scp=85026228576&partnerID=8YFLogxK

U2 - 10.5465/AMBPP.2013.27

DO - 10.5465/AMBPP.2013.27

M3 - Paper

AN - SCOPUS:85026228576

SP - 1193

EP - 1198

T2 - 73rd Annual Meeting of the Academy of Management, AOM 2013

Y2 - 10 August 2013 through 12 August 2013

ER -

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

Abstract

Other

ASJC Scopus subject areas

Access to Document

Other files and links

Fingerprint

Cite this