Showing papers in "Journal of Services Marketing in 2013"

The impact of corporate social responsibility (CSR) and customer trust on the restoration of loyalty after service failure and recovery

Abstract: Purpose – This study seeks to examine perceived corporate social responsibility (CSR) with a focus on ethical and legal questions, related to the constructs such as recovery satisfaction, customer trust, and loyalty after a service failure. Design/methodology/approach – An empirical test was conducted on this relationship in the context of service failure and recovery. A structural equation model was employed to test the hypotheses. Findings – Results indicate that perceived CSR has a significant impact on customer trust and loyalty and that customer trust serves as a key mediating variable in service recovery. Research limitations/implications – This study provides a theoretical implication for the relationship between perceived CSR and the relationship constructs such as service recovery satisfaction, customer trust, and loyalty. Practical implications – The results suggest that managers may need to be aware of perceived CSR as a key variable in restoring customer loyalty. The results further suggest th...

The case of Amazon.com: towards a conceptual framework of online customer service experience (OCSE) using the emerging consensus technique (ECT)

Abstract: Purpose – The concept of online customer service experience (OCSE) has recently received great interest from academia and businesses alike. Despite the belief that providing superb online experiences will influence customers' online buying behavior, most of the research focuses solely on the controllable factors of the online experience. This paper seeks to address these issues. Design/methodology/approach – Using the means-end approach in 62 semi-structured interviews with a representative sample from three countries, and a new tool to elicit behavioral aggregation, the emerging consensus technique (ECT), the author conceptualizes online customer service experience (OCSE). Findings – The study identifies functionality and psychological factors as the two main dimensions of online customer service experience. Functionality encompasses the technical attributes of the web vendor, namely the sub-dimensions usability, product presence, communication, social presence, and interactivity. Psychological factors c...

The servicescape as an antecedent to service quality and behavioral intentions

Abstract: Purpose – The purpose of this paper is to examine whether the servicescape should be subsumed as a dimension within service quality conceptualizations or whether it is a unique construct in itself which precedes service quality evaluations and behavioral intentions. The authors both propose and operationalize this model and in doing so make a theoretical contribution by demonstrating how a delineation between these two constructs is necessary in order for theory to progress in this area. Design/methodology/approach – A total of 355 customers were intercepted as they exited a retail store and surveyed using a structured questionnaire. The data were then analyzed using structural equation modeling to test the research hypotheses. Findings – This paper finds that it is more appropriate to model the servicescape as a separate construct which precedes service quality thus highlighting a need for a demarcation to be made between these important constructs. In addition, the authors find that design is a significant contributor to behavioral intentions further confirming the necessity to manage service environments in order to generate repatronage behaviors. Practical implications – Service providers should consider the influence of store environments in shaping service quality perceptions and their subsequent impact on behavioral intentions. Originality/value – The paper adds to the existing literature by disentangling the complicated relationships between service environments, service quality and behavioral intentions. Furthermore, the findings indicate to practitioners which aspects of the servicescape require attention so as to maximize repatronage intentions.

Adopting self-service technology to do more with less

Abstract: Purpose – Employees have traditionally played a major role in the customer ' s service experience. Yet self-service technology (SST) replaces the customer-service employee experience with a customer-technology experience. This paper seeks to use a service-dominant logic lens to gain fresh insight into the consumer experience of SST. In particular, it aims to consider the resources that are integrated when consumers use SSTs, their co-production role and what might constitute value. Design/methodology/approach – The paper presents findings from 24 semi-structured interviews that focus on the everyday experiences of consumers in using SST. Both genders and all socio-economic categories within all adult age groups from 18 to 65+ were included. Findings – There is a danger that organizations embrace SST as an economic and efficient mechanism to “co-create” value with consumers when they are merely shifting responsibility for service production. The paper identifies risks when customers become partial employee...

Beyond loyalty: customer satisfaction, loyalty, and fortitude

Abstract: Purpose – This paper aims to discuss the first effort to examine the relationships between satisfaction, the four loyalty phases, fortitude, and a sense of virtual community. Design/methodology/approach – Oliver proposed an innovative framework to explain the relationships between satisfaction, loyalty, fortitude, and a sense of community. Findings – Analysis of questionnaire responses of 493 customers of banks and credit unions indicated that satisfaction, cognitive, affective, conative, and action loyalty are positively related to fortitude. Research limitations/implications – The Beyond Loyalty Model (BLM) does not address important strategic issues often associated with loyalty, such as firm profitability, complaint resolution, and firm profitability. Practical implications – This research is the first to find that customers of financial institutions acquire satisfaction and strong loyalty ties with their bank or credit union after dealing with their financial services provider for a relatively short ...

Configural Algorithms of Patient Satisfaction, Participation in Diagnostics, and Treatment Decisions' Influences on Hospital Loyalty

Abstract: Purpose – This empirical study aims to explore sufficiency conditions for patient loyalty to a hospital. Design/methodology/approach – The study collected 645 self-administered questionnaires from patients in a major medical center in Taiwan and applied fuzzy set qualitative comparative analysis (fs/QCA) to explore the sufficiency conditions for patient loyalty. Findings – The findings support the conclusion that the three conditions (patient satisfaction, patient participation in the process of diagnosis, and patient participation in treatment decision-making) in combination are sufficient for high patient loyalty to the hospital but high patient satisfaction alone is insufficient. While the three conditions in configural algorithm are sufficient, this expression is not necessary, which means the findings do not reject possible alternative conditions for high patient loyalty. Research limitations/implications – The study applies a relatively new method, fuzzy set qualitative comparative analysis (fs/QCA)...

Investigating work engagement in the service environment

Abstract: Purpose – Frontline employees (FLEs) represent a major source of value creation for the modern firm. As such, firms are constantly evaluating different attributes of potential and current employees in the hopes of attracting, retaining, and rewarding key employees. Recently, the construct of work engagement has garnered interest as an important indicator of employee performance. However, much is unknown about this construct with regards to antecedents, outcomes and measurement. Thus, the purpose of the current research is to contribute to the developing literature on work engagement. Design/methodology/approach – Data were collected from FLEs across high and low customer contact service contexts. The hypothesized relationships in the model were tested using structural equation modeling (SEM). Findings – This research provides empirical evidence that service climate, job satisfaction and affective commitment influence work engagement. Employee's work engagement subsequently impacts constructs such as caree...

Building customer relationships: an inventory of service providers’ objectives and practices

Abstract: A study of 205 US commercial service providers, representing 31 two‐digit SIC codes, identified companies’ customer relationship‐building objectives and practices. Of 42 possible relationship‐building objectives, the four rated as top priorities were: encouraging customers to think of the firm first when considering a purchase; providing better service; encouraging customers to speak favorably about the firm; and encouraging customers to trust the firm. Answers to open‐ended, exploratory questions revealed 18 categories of relationship‐building initiatives. The findings suggest that “customer relationship‐building” means different things to different people and that practices to build such relationships vary considerably. By inventorying the range of relationship‐building objectives, quantifying their priority levels, and identifying specific practices used to build customer relationships, a greater understanding of current practices was achieved. Thus, the findings promise to benefit researchers, practit...

Exploring switching behavior of US mobile service customers

Abstract: Purpose – The purpose of this paper is to explore the switching behavior of mobile service customers in the USA with a focus on service quality, innovation and lock-in strategies as deterrents of switching. Design/methodology/approach – A thorough literature review coupled with two focus group interviews provided the impetus for the design and development of a survey instrument that was then administered to graduate and undergraduate students in the Southeast USA. Findings – The paper finds that: mobile service quality (m-SERVQUAL) is a significant detractor of switching intentions of customers – if customers perceive their provider to be innovative, they are less likely to switch to another provider; the perception of being innovative is equally as important as the perception of the service quality delivered by the provider; hard lock-in (unreasonable contract length) leads customers to increase their intention to switch, which is completely counter to its intended purpose; and service quality perception...

Customer reactions to service failure and recovery in the banking industry: the influence of switching costs

Abstract: Purpose – The purpose of this study is to test the effects of satisfaction, satisfaction with service recovery (SSR) and switching costs (SC) on loyalty and positive word-of-mouth (PWOM) of bank customers in a service recovery context, taking into account the interaction among latent variables and the effects of contextual factors. Design/methodology/approach – A theoretical model is proposed based on previous studies and tested using structural equation modeling technique and bootstrapping estimates. A survey was conducted with 1,878 bank customers of a large Brazilian bank. Findings – Results supported the positive effects of satisfaction and SC on loyalty, while PWOM was influenced mainly by SAT. In addition, SC significantly interacted with satisfaction, reducing the effects of satisfaction on loyalty. Finally, relationship time, gender and age were the most relevant contextual factors. Practical implications – This study highlights the importance of switching costs in the banking industry. Although s...

Managing customer misbehavior: challenges and strategies

Abstract: Purpose – In this study the authors aim to explore the impact of customer misbehavior on frontline employees and managers and to elucidate the management tactics and strategies that managers employ in an attempt to minimize the impact of customer misbehavior on the workplace. Design/methodology/approach – Following a discussion of the research design and methodology employed, the findings of 88 in-depth interviews are presented. Findings – These data suggest that customer misbehavior impacts on frontline employees, managers, and managerial strategies. Three main effects of customer misbehavior on customer-contact employees are uncovered: physiological, cognitive, and attitudinal. These are connected with four main management challenges: conflicting pressures, recruitment and retention, counseling and motivation, and time expenditure. Finally, data analysis finds evidence of six main ways in which managers attempted to reduce or to alleviate harmful customer misbehavior: selective recruitment, changes to training and induction procedures, enhanced rewards, work-team design, increase counseling, and alterations to the servicescape. Practical implications – The authors recommend that practitioners undertake a misbehavior audit that explores not only the extent of customer misbehavior but also the mechanisms, systems, and procedures the organization has for identifying, recording, and attempting to minimize the effects of dysfunctional customer behavior. Originality/value – This study contributes insights into how customer-contact personnel and managers are both affected and cope with customer misbehavior. These insights are helpful for service managers faced with customer misbehavior and academicians interested in how employees respond to contemporary customers.

Encounter-based antecedents of e-customer citizenship behaviors

Abstract: Purpose – In the marketing and consumer behavior literature, much remains to be explained about customer citizenship behavior in a highly technological e-retailing context. The purpose of this paper is to present the results of a survey of 186 e-shoppers which was conducted grounded in the social exchange theory. Design/methodology/approach – Structural equation modeling is used to test the proposed model. Findings – The results provide support that e-customer familiarity with an e-store and facilitating conditions provided by an e-retailer influence e-customers ' e-satisfaction, e-loyalty, and e-commitment with an e-retailer, all of which exert different effects on three dimensions of e-customer citizenship behavior. Practical implications – The results of this study offer e-retailers a way to stay ahead of their competitors by focusing on online attributes that are difficult to duplicate when it comes to customer relationship such as e-loyalty, e-commitment and e-customer citizenship behavior. Originali...

To purchase or not to purchase US products: role of religiosity, animosity, and ethno-centrism among Malaysian consumers

Abstract: Purpose – The main purpose of this research is to empirically test how animosity, religiosity, and ethnocentrism interact to affect judgment about US products and purchase action of consumers in a progressive Islamic country like Malaysia. There are many studies that have been conducted in conservative Islamic countries such as Iran, Jordan, Morocco, Pakistan and Saudi Arabia. Design/methodology/approach – The product chosen for this research is US fast food restaurants. A questionnaire was constructed and responses were obtained from 410 Malaysian consumers from different ethnic backgrounds. The authors tested the framework using structural equation modeling (SEM). Findings – Based on the test results, the authors conclude the following significant relationships: animosity on purchase action of consumers, ethnocentric tendencies on animosity of consumers, religiosity on ethnocentric tendencies of consumers, religiosity on animosity of consumers, ethnocentric tendencies of consumers on judgment of foreign...

Developing an integrated vision of customer value

Abstract: Purpose – The aim of this paper is to contribute to the service management literature by identifying the possible relationship between customer value seen from the customer perspective and from the firm perspective, and its potential influence on the value created for the service customer. The authors have not found any papers which focus on the relationship between these different perspectives of customer value, and the aim is to fill this gap in the literature. Design/methodology/approach – The paper proposes that a relationship between the different perspectives exists and attempts to create an integrated vision of customer value. Findings – The proposed model shows that it is the relationship between customer value from the customer ' s point of view and customer value from the firm ' s point of view that really creates value. Practical implications – The paper can influence the current service management of firms with regard to customer value creation in several ways. Originality/value – From the exi...

Sport team loyalty: integrating relationship marketing and a hierarchy of effects

Abstract: Purpose – Given its importance in the brand management of sport teams, the present research initiative primarily concerns the investigation of the formation process of sport team loyalty. By integrating a hierarchy of effects model into a relational perspective, the study aims to investigate the role of sport consumers' involvement, self-expression, trust and attachment with a sport team in building loyal relationships. A conceptual model is proposed and tested in the context of professional soccer teams. Design/methodology/approach – The data of the study comes from 287 consumers of a South East European country. The fit of the model is tested using structural equation modeling and the statistical program LISREL. Findings – The results confirm that: all the hypothesized constructs constitute either direct or indirect determinants of sport team loyalty; a hierarchy of effects approach, cognition-affect-conation, can explain how strong consumers-team relationships can be developed; and team attachment acts...

Affective and cognitive antecedents of customer loyalty towards e-mail service providers

Abstract: Purpose – The purpose of this study is to identity cognitive and affective determinants of customer loyalty towards e-mail services, including interrelationships, and to understand the process by which the cognitive and affective antecedents influence customer loyalty. Design/methodology/approach – An online survey was conducted to gather data from Gmail users. Data were analyzed using structural equation modeling. Findings – Results indicate electronic service quality and e-trust (cognitive) impact customer loyalty through affective variables like emotions, satisfaction, e-trust (affective) and affective commitment. Results also indicate that e-mail service providers who intend to build long term relationships with their customers will benefit by investing in emotional factors along with cognitive factors. Research limitations/implications – A predominantly male audience responded to the research query based on one e-mail service setting. Based on the responses, it was determined that e-mail service prov...

Religious influences on consumers' high-involvement purchasing decisions

Abstract: Purpose – This aim of this paper is to investigate the impact that religious factors have on a consumer's perception of brand loyalty in the context of the services industry. Specifically, the study focuses on the attitudinal/affective form of brand loyalty. An empirical investigation was conducted to test whether the religiosity and religious centrism of Muslim consumers can instill attitudinal brand loyalty towards an insurer selling a religiously-conforming high-involvement indemnity service. Design/methodology/approach – An online survey was conducted with 208 Muslim consumers, and structural equation modeling (SEM) analysis was used to test the relationships between the exogenous and endogenous variables. Findings – The results shows that there is a positive relationship between the exogenous religiosity and religious centrism constructs, and the endogenous attitudinal brand loyalty, price tolerance and word-of-mouth constructs. Practical implications – The findings of this research study suggest tha...

The role of employee job satisfaction in strengthening customer repurchase intentions

Abstract: Purpose – The purpose of this paper is to examine the role of front line employee job satisfaction in customers' behavioral intentions Design/methodology/approach – Research design is nested with data collected from both first line employees and customers Data are collected from multiple branches of a single bank to eliminate the possibility of other parameters such as design of operations and physical evidence from masking the true effects of the variables under investigation Findings – Employee job satisfaction influences a customer's perception of quality, customer satisfaction and the development of high relational switching cost Hence the effect on repurchase intention is indirect but significant and strong while moderated by branch size and age of the employee Research limitations/implications – The degree of employee job satisfaction is a resource of strategic nature for these companies aiming to improve customer retention rates Such companies should protect their ability to build employee job satisfaction and restrain themselves from policies that threaten to slim down the satisfaction their employees derive from their job Originality/value – Using a hierarchical research design, this is the first study that manages to establish the relationship between employee job satisfaction and customers' behavioral intentions while eliminating the effect of complementary marketing mix parameters such as operations design effectiveness and aesthetics

Consumer information search and credence services: implications for service providers

Abstract: Purpose – The purpose of this paper is to examine the involvement levels and the information search activity of consumers purchasing credence services, in terms of the extent of the search and the information sources used. Design/methodology/approach – A survey was undertaken (n=400) examining consumers ' information search practices for a range of credence services in comparison to non-credence services (search and experience services). Findings – Involvement in the search process is high in terms of importance but not interest. Somewhat surprisingly, consumers of credence services do not undertake a more comprehensive information search than non-credence service purchasers in terms of the use of external sources of information. They do, however, depend more on the opinion of salespeople, the experience of friends and the content of consumer reports. Research limitations/implications – The results of this study differ from similar work that was previously undertaken with students and also in the USA. It ...

Modelling trust in service relationships: a transnational perspective

Abstract: Purpose – This empirical paper aims to assess the multi-dimensional nature of trust in service relationships. Although trust is deemed to be important for managing service relationships there is a dearth of research looking at its multidimensional nature outside of Western markets. Design/methodology/approach – The study is undertaken in three countries: UK, Hong Kong and India (September to November 2010). The sample consists of more than 300 sample members from across the three countries with an approximately even split between each. Findings – The findings show that cognitive trust does not significantly impact affective trust, but the other relationships in the model are supported. Customer ' s disposition to trust impacts both cognitive and overall trust. Research limitations/implications – The research provides direction for services marketing scholars and practitioners, but there are limitations because not all types of financial institutions are evaluated. Practical implications – The practical im...

An examination of consumers ' resistance to computer-based technologies

Abstract: Purpose – This paper aims to provide a better understanding of non-adoption of technological interfaces. The majority of diffusion research on technological innovations does not distinguish clearly between non-adoption and resistance behavior and assumes a symmetrical or linear relationship between the positive and negative influencing factors. As a result, it has not recognized the different types of non-adoption. Design/methodology/approach – The determinants of customers ' propensity to adopt or not to adopt computer-based technologies were examined in the context of internet banking. Several multivariate analysis methods were combined to examine the dimensionality of the constructs involved and their explanatory power on customer intentions and usage behavior. Findings – The resulting five dimensions revealed new links that help to explain customer intention in relation to usage behavior. The results reveal that some of the factors explaining non-adoption are not the opposite of those explaining adopt...

Does a surprise strategy need words? The effect of explanations for a surprise strategy on customer delight and expectations

Abstract: Purpose – Delighting customers by pleasant surprises is a common strategy, yet the potential downside of such a strategy (i.e. raising customer expectations) has received scant attention. The purpose of this study is to examine the role of explanations as a solution to control customers ' expectations following a surprise-delight event. Design/methodology/approach – Hypotheses were tested with a 2 (surprise)×2 (explanation) between-subjects experimental design in two different service contexts (utilitarian and hedonic). University staff and faculty members served as the participant pool. Findings – The results indicate that providing an explanation helps to avoid raising customer expectations to unsustainable levels and enhances customer delight. Research limitations/implications – Using hypothetical scenarios, single test for each context, and having the participants with high educational and income levels are identified as limitations in this study. Practical implications – This study demonstrates that ...

Nomological validity of the Net Promoter Index question

Abstract: Purpose – The purpose of this study is twofold. First, it aims to provide a review of the Net Promoter© Index (NPI), the evidence of its ability to predict financial performance, and the evidence of its superiority to other voice of customer metrics. Second, it seeks to investigate the nomological validity of the Net Promoter question. It aims to view the NP question as an alternative to the traditional word-of-mouth measure, which is one of the components of customer loyalty. The nomological validity of NP was evaluated in a model including customer satisfaction as an antecedent and repurchase intention as a consequence. Design/methodology/approach – The data for empirically addressing a set of hypotheses related to the nomological validity were collected via self-administered questionnaire. A total of 159 participants completed questions for banking services, 153 individuals completed questions for hairdresser/barber services, and 132 completed questions for cell phone services. The hypotheses were test...

The effects of service on multichannel retailers ' brand equity

Abstract: Purpose – This research aims to provide insight on the interactive effects of service quality and e-service quality on perceptions of retailer brand equity and also extend and test the efficacy of Baker ' s service environment typology in both offline and online service experiences. Design/methodology/approach – A within-subjects, simulated shopping experience immerses consumers in both offline and online shopping environments and, subsequently, consumers are surveyed regarding both offline and online quality as well as aggregated evaluations of retailer brand equity. Findings – Results demonstrate that consumer perceptions of offline and online service quality have a positive effect on retailer brand equity and service quality and e-service quality interact, such that e-service quality has a stronger effect on brand equity offline quality is low. The results also support the application of offline service environment frameworks for online retailing. Research limitations/implications – The results demonst...

Internet forums and negotiation of healthcare knowledge cultures

Abstract: Purpose – Internet forums are an important arena for information exchange between consumers. Despite healthcare being one of the most accessed information categories on the internet, knowledge of exchange between patients in online communities remains limited. Specifically, little is known about how patients negotiate knowledge in online forums to understand and manage their diseases. This paper aims to illustrate this by presenting data that demonstrate the construction of tacit knowledge within online health communities, and how consumers exercise their “voice” within complex professional services. Design/methodology/approach – This paper reports an exploratory single case study of an online discussion forum for breast cancer sufferers, in which participants discuss their experience with healthcare services and related pharmaceutical products. Textual data were collected and analysed from the forum retrospectively from an 11-month period, entailing contributions from 252 participants. Findings – The pap...

Cancer resource centers as third places

Abstract: Purpose – This article aims to empirically illustrate the socially supportive role of cancer resource centers in their members' lives. Design/methodology/approach – The authors employ the Multidimensional Scale of Perceived Social Support and the QLQ-C30 to investigate the relationships between social support and respondents' quality of life. The authors also draw on internal cancer resource center data. Findings – The results show that the type of classes respondents engage in at the center, frequency of class/activity attendance, and member-to-member social support do not influence respondents' perceived quality of life. However, employee-to-member support does enhance a respondent's quality of life. Research limitations/implications – The study suggests that the activity programming at cancer resource centers is a conduit for the socially supportive relationships that form between and among employees and members. Given that the sample site was situated in a high-income, relatively stable suburban local...

A segmentation of adolescent online users and shoppers

Abstract: Purpose – The purpose of this study is to identify key motivations for adolescents using and shopping on the internet, and to segment the sample based on these motivations. Design/methodology/approach – This research occurs in two phases: a qualitative phase involving interviews with adolescents aged 12-15 and parents of adolescents in this age group; then, a quantitative phase using a survey (n=360) to measure the motivations and other key profiling variables identified in the qualitative phase and the literature review. Findings – The research identifies five basic motivations and two shopping motivations influencing adolescent online usage and shopping. Next, a cluster analysis is conducted using the motivations developed and is used to identify segments of adolescent internet users and shoppers, which are subsequently described. Research limitations/implications – The sample of adolescents was taken from a town in the southeast USA. Caution should be taken when generalizing to adolescents outside this...

Shopping Motivation as a Moderator in the Retail Service Evaluation

Abstract: Purpose – Prior research explores the moderating effects of age and gender on the relationships in the comprehensive service evaluation model, but it ignores the role of contextual variables. The study aims to test the moderating effect of an important contextual variable (shopping motivation) on the service evaluation process. Design/methodology/approach – Responses were collected from 2,727 shoppers in six retail categories (cosmetics, electronics, fashion, jewelry, telecommunication services, and department stores) using a mall-intercept approach and all the hypotheses were tested using structural equation modeling technique. Findings – The study finds that relationships among sacrifice, value, satisfaction, and behavioral intentions are stronger in retail categories with utilitarian vs hedonic shopping motivation. In contrast, the relationships among service quality, value, satisfaction, and behavioral intentions are stronger in hedonic vs utilitarian retail categories. Research limitations/implicatio...

A practical perspective on the classification of service innovations

Abstract: Purpose – This paper aims to link academic classifications of service innovation with practical activities by firms to detail the essence of service innovation. Design/methodology/approach – This research employs both qualitative and quantitative analyses. The qualitative study features interviews with senior managers from 590 companies, covering nine industries in Taiwan, to gather practitioners ' perspectives on service innovation. A content analysis details specific forms of service innovation. The quantitative study provides a homogeneity test and two-sample proportions test to examine differences in service innovation perspectives/activities across organizational characteristics. Findings – The interview data link three types of service innovations to 11 associated elements and 25 labels, derived from 659 potential service innovation incidents (550 new service concepts, 82 new service processes, and 27 new service business models). This study also shows that elements of service innovations vary by co...

The influence of social undermining on the service employee's customer-oriented boundary-spanning behavior

Abstract: Purpose – This study aims to investigate the effect of social undermining on the service employees' boundary-spanning behavior though perceived fit with job (P-J fit). This study also aims to examine the moderating role of ethical climate in the relationship between service employees' perceived fit with job (P-J fit) and boundary-spanning behavior. Design/methodology/approach – Using a sample of 469 Korean bank and insurance employees, research model and hypotheses were tested. Data analysis was performed using structural equation modeling and the hierarchical regression model. Findings – The results showed that supervisor and co-worker undermining have detrimental influences on the service employee's perceived fit with job. P-J fit has a positive effect on employees' boundary-spanning behavior and this relationship was positively moderated by the employee's prevailing perception of organizational practices and procedures that have ethical content. Research limitations/implications – This research should ...