Event

Thesis Defense Presentation: Young Ho Song

Monday, October 2, 2017 09:45to12:45
Bronfman Building Room 310, 1001 rue Sherbrooke Ouest, Montreal, QC, H3A 1G5, CA

Mr. Young Ho SONG, a doctoral student at McGill University in the Organizational Behaviour area will be presenting his thesis defense entitled:

THREE ESSAYS ON CUSTOMER INTERPERSONAL INJUSTICE AND FRONTLINE EMPLOYEES’ CORRESPONDING ATTITUDINAL AND BEHAVIORAL OUTCOMES

Date: Monday, October 2, 2017
Time: 9:45 am
Location: Room 575 (Samuel Bronfman Building – 1001 Sherbrooke Street West)

All are cordially invited to attend the presentation

Student Committee Co-Chairs:  Professor Patricia Hewlin and Professor Robert Hebdon

Abstract

Customer interpersonal injustice is a ubiquitous phenomenon that frontline employees often experience in the workplace. Nonetheless, only a limited number of studies have explored this phenomenon. In order to comprehensively explore customer interpersonal injustice and its outcomes, this dissertation presents three essays: the first will probe the various behavioral changes employees might manifest as a consequence of receiving chronic unfair treatment from customers (Essay one), the second will examine diverse types of mediating effects ­in the relationship between customer interpersonal injustice and turnover intention (Essay two), and the third will determine whether employees’ personality traits and emotional state moderate the relationship between daily customer interpersonal injustice and employees’ daily customer-directed sabotage (Essay three). Each essay offers enriching theoretical and practical implications for how frontline employees’ perceptions of interpersonal unfairness from customers can affect employees’ cognitive (e.g., moral outrage), behavioral (e.g., customer-directed sabotage and organizational citizenship behavior toward customer), and attitudinal (e.g., turnover intention) responses. Specifically, the first essay conceptualizes the alternation patterns of employees’ workplace behavior (e.g., changing from bad to good, but ultimately returning to bad behavior) under the continuous influence of chronic perception of unfairness by consolidating two theoretical perspectives ­— the moral self-regulation theory (Zhong, Liljenquist, & Cain, 2009) and the dual-process model (Metcalfe & Mischel, 1999). By integrating the cognitive theory of stress and coping (Lazarus & Folkman, 1984) with the primacy of affect/cognition argument (Lazarus, 1984; Zajonc, 1984), the second essay explores the bidirectional mediation effects between customer injustice and turnover intention to gain a better understanding of how customer injustice may affect the development of employee turnover intention through multiple mediation paths. Based on the theoretical foundation of the affective-event theory (Weiss & Cropanzano, 1996), the third essay suggests that the ill-effects of customer injustice can be attenuated by employees’ individual trait differences (e.g., emotional stability and attentiveness). Finally, each essay extensively discusses theoretical, methodological, and practical contributions, as well as future research directions, in order to provide constructive suggestions to improve employee performance and overall organizational prosperity. 

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