Open Access. Powered by Scholars. Published by Universities.®
Business Law, Public Responsibility, and Ethics Commons™
Open Access. Powered by Scholars. Published by Universities.®
Articles 1 - 1 of 1
Full-Text Articles in Business Law, Public Responsibility, and Ethics
Retaliating Against Customer Interpersonal Injustice In A Singaporean Context: Moderating Roles Of Self-Efficacy And Social Support, Violet Ho, Naina Gupta
Retaliating Against Customer Interpersonal Injustice In A Singaporean Context: Moderating Roles Of Self-Efficacy And Social Support, Violet Ho, Naina Gupta
Management Faculty Publications
Few studies have examined the relationship between customer injustice and employees' retaliatory counterproductive behaviors toward customers, and those that have done so have been conducted in a Western setting. We extend these studies by examining the relationship in a Singaporean context where retaliatory behaviors by employees might be culturally constrained. While the previously established positive relationship between customer injustice and counterproductive behaviors was not replicated using peer-reported data from employees across two hotels in Singapore, we found that individuals' self-efficacy and perceived social support moderated it. Specifically, the injustice-to-counterproductive behaviors relationship was positive for individuals with high self-efficacy, and for …