SERVING THE CUSTOMERS, THE ORGANIZATION, OR BOTH? EXPLORING SERVICE PROVIDERS' IDENTIFICATION WITH CUSTOMERS IN THE CONTEXT OF AN ORGANIZATION'S CUSTOMER-DIRECTED FAIRNESS

Persistent Link:
http://hdl.handle.net/10150/195741
Title:
SERVING THE CUSTOMERS, THE ORGANIZATION, OR BOTH? EXPLORING SERVICE PROVIDERS' IDENTIFICATION WITH CUSTOMERS IN THE CONTEXT OF AN ORGANIZATION'S CUSTOMER-DIRECTED FAIRNESS
Author:
Evans, Joel M.
Issue Date:
2009
Publisher:
The University of Arizona.
Rights:
Copyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author.
Abstract:
This dissertation investigates how customer service providers identify psychologically with their customers, as well as how this identification is influenced by an organization's treatment of customers, and how customer identification ultimately affects service performance. Based on predictions made from relational models of fairness and social identity theory, I hypothesize that an employee's perceptions of organizational fairness antecede identity cognitions related to the organization and its customers, and that these identity variables then influence service behaviors. These predictions are tested in two lab studies utilizing a simulated electronic help desk experiment. Results show that an organization's customer-directed fairness affects an employee's customer identification, while employee-directed fairness affects organizational identification. Results also show that customer identification and organizational identification interact to affect the level of politeness demonstrated by service providers, and that customer-directed fairness influences pro-customer rule breaking independently of identity variables. Theoretical and practical implications are discussed.
Type:
text; Electronic Dissertation
Keywords:
citizenship; customer; fairness; identity; justice; service
Degree Name:
Ph.D.
Degree Level:
doctoral
Degree Program:
Management; Graduate College
Degree Grantor:
University of Arizona
Committee Chair:
Gilliland, Stephen W

Full metadata record

DC FieldValue Language
dc.language.isoENen_US
dc.titleSERVING THE CUSTOMERS, THE ORGANIZATION, OR BOTH? EXPLORING SERVICE PROVIDERS' IDENTIFICATION WITH CUSTOMERS IN THE CONTEXT OF AN ORGANIZATION'S CUSTOMER-DIRECTED FAIRNESSen_US
dc.creatorEvans, Joel M.en_US
dc.contributor.authorEvans, Joel M.en_US
dc.date.issued2009en_US
dc.publisherThe University of Arizona.en_US
dc.rightsCopyright © is held by the author. Digital access to this material is made possible by the University Libraries, University of Arizona. Further transmission, reproduction or presentation (such as public display or performance) of protected items is prohibited except with permission of the author.en_US
dc.description.abstractThis dissertation investigates how customer service providers identify psychologically with their customers, as well as how this identification is influenced by an organization's treatment of customers, and how customer identification ultimately affects service performance. Based on predictions made from relational models of fairness and social identity theory, I hypothesize that an employee's perceptions of organizational fairness antecede identity cognitions related to the organization and its customers, and that these identity variables then influence service behaviors. These predictions are tested in two lab studies utilizing a simulated electronic help desk experiment. Results show that an organization's customer-directed fairness affects an employee's customer identification, while employee-directed fairness affects organizational identification. Results also show that customer identification and organizational identification interact to affect the level of politeness demonstrated by service providers, and that customer-directed fairness influences pro-customer rule breaking independently of identity variables. Theoretical and practical implications are discussed.en_US
dc.typetexten_US
dc.typeElectronic Dissertationen_US
dc.subjectcitizenshipen_US
dc.subjectcustomeren_US
dc.subjectfairnessen_US
dc.subjectidentityen_US
dc.subjectjusticeen_US
dc.subjectserviceen_US
thesis.degree.namePh.D.en_US
thesis.degree.leveldoctoralen_US
thesis.degree.disciplineManagementen_US
thesis.degree.disciplineGraduate Collegeen_US
thesis.degree.grantorUniversity of Arizonaen_US
dc.contributor.chairGilliland, Stephen Wen_US
dc.contributor.committeememberGilliland, Stephen H.en_US
dc.contributor.committeememberGutek, Barbara Aen_US
dc.contributor.committeememberCropanzano, Russell Sen_US
dc.identifier.proquest10485en_US
dc.identifier.oclc659752189en_US
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