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 (from-to) | 1193-1198 |
| Number of pages | 6 |
| Journal | Academy of Management Annual Meeting Proceedings |
| DOIs | |
| State | Published - 2013 |
| Event | 73rd Annual Meeting of the Academy of Management, AOM 2013 - Orlando, United States Duration: Aug 10 2013 → Aug 12 2013 |
ASJC Scopus subject areas
- Management Information Systems
- Industrial relations
- Management of Technology and Innovation