Employees' service recovery efforts as a function of perceptions of interactional justice in individualistic vs. collectivistic cultures

Seger-Guttmann, Tali; MacCormick, Judith S.

doi:10.1504/ejim.2014.059581

Cited by 6 publications

(5 citation statements)

References 0 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Whilst there is substantial literature exploring the relationship between management practices and organisational justice, there is considerably less that researches the topic from an international perspective (Greenberg, 1993; Li and Cropanzano, 2009; McFarlin and Sweeney, 1992; Seger-Guttmann and MacCormick, 2014), particularly with regard to cross-border acquisitions (Luo, 2008; Meyer, 2001). Several studies have made use of the organisational theory in the context of large scale change situations (Brockner, 2002; Johnson et al , 2002; Konovsky, 2000; Korsgaard et al , 2002).…”

Section: Background Literature and Hypotheses Development[1]mentioning

confidence: 99%

“…Our study builds on extant research that explored the link between perceptions of justice and commitment in a single country context (Ellis et al , 2009; Klendauer and Deller, 2009; Lowe and Vodanovich, 1995; Zhao et al , 2013). Whilst there is considerable literature investigating the relationship between organisational justice and management practices and, there is significantly less that studies the topic from an international viewpoint (Greenberg, 1993; Li and Cropanzano, 2009; McFarlin and Sweeney, 1992; Seger-Guttmann and MacCormick, 2014). The cross-border M&A context provides an ideal setting for extending organisational justice and commitment theory, because as argued by Chung et al (2014), the dynamics of cross-border M&As bring new factors such as cultural idiosyncrasies between host and home countries to bear on the association between organisational justice and commitment, which may result in cultural collusions (Angwin et al , 2016; Datta and Puia, 1995; Drori et al , 2011; Shimizu et al , 2004), that subsequently effect commitment.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Perceptions of justice and organisational commitment in international mergers and acquisitions

Gomes

Mellahi

Sahadev

et al. 2017

IMR

View full text Add to dashboard Cite

Purpose Although there is substantial and accumulating evidence on the link between market entry modes and performance, evidence regarding their impact on employee’s perceptions and thereby their commitment is scarce. This is more so in mergers and acquisitions (M&As) where employee’s commitment has a significant impact on post-entry performance. The purpose of this paper is to examine the association between perceptions of justice and organisational commitment in cross-border M&As. Design/methodology/approach The authors draw on market entry and M&As’ literature and studies on the link between perception of justice and commitment to develop the hypotheses. The authors test the hypotheses with survey data from a merger of two culturally different partners – British and Japanese. A total of 128 responses were received, out of a sample of 151 non-managerial employees within the firm. Findings The results show a strong association between employees’ perceptions of justice during the merger and commitment to the new organisation. Surprisingly, the results do not support the widely reported interaction effects between different organisational justices and employees’ commitment. Research limitations/implications Obtaining data from a single M&A is a potential limitation of this study. Practical implications The study underscores the importance of post-market entry. The results suggest that particular attention needs to be paid to the way employees of the acquired firm are treated during their interactions with their counterparts. Originality/value The link between market entry and performance is well documented. However, little progress has been made in understanding the antecedents/factors that influence commitment in foreign market entry and in particular cross-border M&As. This study helps close this gap.

show abstract

Section: Background Literature and Hypotheses Development[1]mentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

Perceptions of justice and organisational commitment in international mergers and acquisitions

Gomes

Mellahi

Sahadev

et al. 2017

IMR

View full text Add to dashboard Cite

show abstract

“…Finally, we contribute to the literature on self-construal and perceptions of justice. Evidence from social psychology and cross-cultural studies suggests that perceptions of justice differ as a function of self-construal (Gollwitzer and Bücklein, 2007;Holmvall and Sidhu, 2007;Smith and Citti, 2006) and that individuals from collectivistic cultures (more likely to have an interdependent self-construal) are more sensitive to violations of justice than individuals from individualistic cultures (Brockner et al, 2000;Cropanzano and Observations of others' service experiences Greenberg, 1997;Seger-Guttmann and MacCormick, 2014). Our research provides converging evidence for the role of self-construal in justice perceptions.…”

Section: Theoretical Contributionsmentioning

confidence: 52%

“…In another study on social justice, female participants who read about sexual harassment of a female student experienced a greater threat to their own self-concept when they were primed to think of themselves as part of a group rather than as unique individuals (Smith and Citti, 2006). Cross-cultural studies suggest that perceptions of justice differ between individuals from collectivistic vs individualistic cultures (Brockner et al, 2000;Cropanzano and Greenberg, 1997;Orsingher et al, 2010;Erdogan and Liden, 2006;Seger-Guttmann and MacCormick, 2014). Because collectivistic societies emphasize more group harmony and interdependence, they value more social norms (Lu, 2006) and are thus more sensitive to violations of justice compared to individualistic societies.…”

Section: The Role Of Perceived Justicementioning

confidence: 99%

In the eye of the beholder

Sharifi

Spassova

2020

EJM

View full text Add to dashboard Cite

Purpose The purpose of this paper is to investigate the effect of interdependent vs independent self-construal on service satisfaction, following the observation of failure and recovery experienced by a fellow customer. Design/methodology/approach Three experiments were conducted to test the research hypotheses. Findings After service failure, interdependent observers react less favorably compared to independent observers. After high recovery compensation, interdependent observers react more favorably compared to independent observers. The effects are driven by differences in perceived interactional and distributive justice. Research limitations/implications This study uses three scenario-based experiments to test the hypotheses. While providing greater control of the experimental conditions, the external validity of the results is to some extent sacrificed. Moreover, this research does not investigate observers’ reactions to the interactional aspect of recovery. Practical implications When handling service failure, firms are required to anticipate and address not only the responses of the target customers involved but also those of potential observers. Providers can accordingly use available customer information to gauge customers’ likely self-construal and to adjust their service delivery and recovery tactics. Providers can influence observing customers’ reactions by creating a servicescape that activates a desired self-construal. Originality/value This research is one of a few to examine the effect of service failure and recovery on observing customers, and the first to do so via the lens of self-construal. It contributes to the literature on service failure and recovery and the literature on self-construal and has practical implications for service providers. The value of this research is further highlighted given the increasingly public nature of services and the multicultural context of service delivery.

show abstract

“…Thus, in Turkey with the high-power distance and the bureaucratic structure, the quality of relations with managers is more important than the perception of the procedures because of active figures of managers in the bureaucracy (Yurur, & Nart, 2016). In collectivist countries, group harmony, dependency on collective groups and loyalty are important (Seger-Guttmann, & MacCormick, 2014). The employees in these countries are composed of individuals with a high collectivist ideology and these individuals are more sensitive to the needs, feelings and behaviors of others (Wang, et al, 2017).…”

Section: Practical Implicationsmentioning

confidence: 99%

İşe İlişkin Sorumluluk Bağlamında Etkileşim Adaletinin İşe Bağlanmaya Etkisi

Kerse¹

2020

JECS

View full text Add to dashboard Cite

This research examines the direct and indirect effects of interactional justice perception of employees in the manufacturing sector on their levels of work engagement. The research adopted the view of social exchange theory and tried to determine whether interactional justice affects work engagement through conscientiousness for work. Social exchange is an approach that suggests that employees feel obliged to pay for resources if the organization provides valuable resources to the employee. In the study, which considers the perspective of social change, it was thought that if managers in the organization exhibit fairly behavior toward the employees, the latter will respond with conscientiousness for work and exhibit work engagement behavior. In addition, the conscientiousness (mediator) was considered to be a job-related situation rather than a general personality trait. The data were obtained from 156 employees at a manufacturing firm operating in Turkey. In the study, exploratory and confirmatory factor analysis, correlation analysis, path analysis and structural equation modeling analysis were conducted. In the analyses, it was observed that the perception of interactional justice positively affects both conscientiousness for work and work engagement. The findings of the analysis also show that the effect of interactional justice on work engagement is partially mediated by conscientiousness for work. All findings are discussed from the perspective of the cultural context in Turkey. Anahtar Kelimeler: Interactional justice, conscientiousness for work, work engagement, manufacturing sector ÖZ Bu araştırmanın amacı imalat sektörü çalışanlarının etkileşim adaleti algısının işe bağlanma düzeylerine doğrudan ve dolaylı etkilerini belirlemektir. Bu doğrultuda etkileşim adaletinin işe ilişkin sorumluluk This work is licensed under Creative Commons Attribution-NonCommercial 4.0 International License The Effect of Interactional Justice on Work Engagement through Conscientiousness for Work 66Journal of Economy Culture and Society yoluyla işe bağlanmayı etkileyip etkilemediği sosyal değişim teorisi bakış açısıyla incelenmiştir. Sosyal değişim örgütün çalışanlara değerli kaynaklar sağlamasıyla çalışanların da bu kaynakların karşılığını verme yükümlülüğü hissettiğini öne süren bir yaklaşımdır. Araştırmada sosyal değişim bakış açısı dikkate alınarak örgüt yöneticilerinin çalışanlara adaletli davranışlar sergilemesi davranışına, çalışanların işe ilişkin sorumluluk ve işe bağlanma davranışıyla karşılık vereceği düşünülmüş ve bu doğrultuda araştırma hipotezleri oluşturulmuştur. Bunun yanında, araştırma sorumluluk değişkenini (aracı değişken) genel bir kişilik özelliği olarak değerlendirmemiş; işle ilgili bir durum olarak ele almıştır. Araştırma verileri Türkiye'de faaliyet gösteren bir imalat işletmesindeki 156 çalışandan anket tekniği ile elde edilmiştir. Araştırmada açıklayıcı ve doğrulayıcı faktör analizleri, korelasyon analizi, yol analizi ve yapısal eşitlik modellemesi analizi kullanılmıştır. Analizlerde etkileşim adaleti ...

show abstract

Employees' service recovery efforts as a function of perceptions of interactional justice in individualistic vs. collectivistic cultures

Cited by 6 publications

References 0 publications

Perceptions of justice and organisational commitment in international mergers and acquisitions

Perceptions of justice and organisational commitment in international mergers and acquisitions

In the eye of the beholder

İşe İlişkin Sorumluluk Bağlamında Etkileşim Adaletinin İşe Bağlanmaya Etkisi

Contact Info

Product

Resources

About