A social learning theory of cross-functional case education

Crittenden, William F.

doi:10.1016/j.jbusres.2003.12.005

Cited by 32 publications

(22 citation statements)

References 14 publications

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“…Such low-quality social exchanges between employees and customers are not conducive to engendering feelings of obligation among customers to go above and beyond their own role as customers to engage in positive, reciprocating behaviors such as CCB. Other theories, such as social learning theory, make similar predictions to the reciprocity norms, i.e., the notion that observing or directly interacting with individuals who exhibit certain behaviors produces similar behaviors in others (Bandura, 1977;Crittenden, 2005). In this case, a customer interacting with an employee who is low on customer orientation and thus performs only the bare minimum, "scripted" requirements is likely to produce similar behaviors (i.e., by narrowly sticking to their role as customers, thus withholding CCB).…”

Section: The Moderating Role Of Service Employees' Customer Orientationmentioning

confidence: 99%

The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation

Nguyen

Groth

Walsh

et al. 2014

Psychology and Marketing

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Service scripts are behavioral and verbal prescriptions used in many organizations as a way of standardizing employees’ behaviors during their interactions with customers. Yet, they have rarely been studied empirically. There are mixed suggestions in the literature about the beneficial vs. detrimental effects of service scripts. Based on social exchange and citizenship behavior theories, this study investigates whether the relationship between service scripts and an important customer outcome, customer citizenship behavior (CCB), depends on employees’ level of customer orientation. Based on 285 matched dyads of employees and customers from a variety of service organizations, the study found that when service scripts are performed by employees with low customer orientation, service scripts have more detrimental effects on CCB in terms of reducing the propensity among customers to provide unsolicited feedback and their intentions to return to the service firm. There was also support for the mediating role of perceived service quality in accounting for these contingent relationships. These findings contribute to the literature on managing employee behavior and CCB.

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Section: The Moderating Role Of Service Employees' Customer Orientationmentioning

confidence: 99%

The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation

Nguyen

Groth

Walsh

et al. 2014

Psychology and Marketing

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“…Social learning theory (Bandura, 1977) is a prominent theory for describing the interaction between an individual's knowledge, experiences, the environment in which the individual operates and the individual's behaviour (Rotter, 1960;Bandura, 1968Bandura, , 1977Crittenden, 2005). Social learning theory posits that an individual's behaviour is the result of a learning process that is dependent in part on the support present within the environment (situational support) (Bandura 1977), in part on the availability of vicarious learning opportunities (vicarious experience) (Kanfer & Ackerman, 1989), and in part on the feedback obtained from others (verbal persuasion).…”

Section: Theoretical Framework and Research Modelmentioning

confidence: 99%

The influence of the informal social learning environment on information privacy policy compliance efficacy and intention

Warkentin

Johnston

Shropshire

2011

European Journal of Information Systems

158

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Throughout the world, sensitive personal information is now protected by regulatory requirements that have translated into significant new compliance oversight responsibilities for IT managers who have a legal mandate to ensure that individual employees are adequately prepared and motivated to observe policies and procedures designed to ensure compliance. This research project investigates the antecedents of information privacy policy compliance efficacy by individuals. Using Health Insurance Portability and Accountability Act compliance within the healthcare industry as a practical proxy for general organizational privacy policy compliance, the results of this survey of 234 healthcare professionals indicate that certain social conditions within the organizational setting (referred to as external cues and comprising situational support, verbal persuasion, and vicarious experience) contribute to an informal learning process. This process is distinct from the formal compliance training procedures and is shown to influence employee perceptions of efficacy to engage in compliance activities, which contributes to behavioural intention to comply with information privacy policies. Implications for managers and researchers are discussed.

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“…Social learning theorists underline the cognitive processing during learning and contend that attention and expectations are critical factors in learning. According to this perspective, it is an interaction of the individual's knowledge, past and previous experiences, the environment, and the individual's behavior that influences his or her thinking (Bandura, 1977;Crittenden, 2005).…”

Section: Social Identity Theory and Social Learning Theorymentioning

confidence: 99%

The Perceived Attractiveness of Chinese Products by German Consumers—A Sociopsychological Approach

Kreppel

Holtbrügge

2012

Journal of Global Marketing

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The presence of Chinese companies in international markets has increased, and one of their main challenges is to overcome the negative image that Chinese products have in many countries. This study aims to shed light on how sociopsychological determinants affect the perceived attractiveness of Chinese products in Germany, using a sociopsychological approach based on social identity theory and social learning theory. The results indicate that the individual's age, level of education, occupational status, and international experience have significant effects on the perceived attractiveness of Chinese products, whereas the individual's international experience in China does not show such effects. Significant differences between different product categories are revealed.

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A social learning theory of cross-functional case education

Cited by 32 publications

References 14 publications

The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation

The Impact of Service Scripts on Customer Citizenship Behavior and the Moderating Role of Employee Customer Orientation

The influence of the informal social learning environment on information privacy policy compliance efficacy and intention

The Perceived Attractiveness of Chinese Products by German Consumers—A Sociopsychological Approach

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