Vicarious justice and work outcomes : the role of specific emotions

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dc.contributor.authorHovind, Sarah
dc.contributor.authorUniversity of Lethbridge. Faculty of Management
dc.contributor.supervisorEnns, Janelle
dc.contributor.supervisorAnsari, Mahfooz A.
dc.date.accessioned2011-12-08T18:52:16Z
dc.date.available2011-12-08T18:52:16Z
dc.date.issued2009
dc.descriptionvii, 76 leaves : ill. ; 29 cmen_US
dc.description.abstractThis study used an emotion-centered model (Spector & Fox, 2002) to examine predictions about the effect of customer vicarious justice on the three domains of job performance: task performance, counterproductive work behavior (CWB) and organizational citizenship behaviour (OCB). Service-oriented employees (N = 196) completed a survey assessing their justice perceptions of their organizations’ treatment of customers, emotions at work, and several work outcomes. Employees who perceived their organization as treating customers unfairly (vicarious injustice interactional) engaged in more CWB, while employees who perceived fair treatment of customers engaged in more OCB. Different emotions mediated these relationships. Anger and guilt mediated the relationship between vicarious interactional injustice and employee CWB. Pride mediated the relationship between vicarious interactional justice and employee OCB. It was also expected that employees who perceived fair treatment of customers would also exhibit better task performance; however, this hypothesis was not supported.en_US
dc.identifier.urihttps://hdl.handle.net/10133/2571
dc.language.isoen_USen_US
dc.publisherLethbridge, Alta. : University of Lethbridge, Faculty of Management, c2009en_US
dc.publisher.facultyManagementen_US
dc.relation.ispartofseriesProject (University of Lethbridge. Faculty of Management)en_US
dc.subjectCustomer relationsen_US
dc.subjectOrganizational justiceen_US
dc.subjectEmployees -- Attitudesen_US
dc.subjectEmployee loyaltyen_US
dc.subjectJusticeen_US
dc.titleVicarious justice and work outcomes : the role of specific emotionsen_US
dc.typeThesisen_US
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