A cognitive process model of trust repair

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Edward C. Tomlinson ◽  
Christopher A. Nelson ◽  
Luke A. Langlinais
Keyword(s):  
Structural Change ◽  
Organizational Justice ◽  
Attribution Theory ◽  
Cognitive Process ◽  
Process Model ◽  
Causal Attribution ◽  
Content Type ◽  
Trust Repair ◽  
Nuanced Understanding ◽  
Practical Implications

Purpose This paper aims to investigate how the reparative efforts of extensive apologies, compensation and structural change affect trust after a violation has occurred. Specifically, this paper presents a cognitive process model positing that voluntary reparative efforts will shape the victim’s stability attributions for the cause of the violation such that it will be deemed less stable (i.e. unlikely to recur); as a result, the victim is more likely to perceive the transgressor as being fair, and hence extend subsequent trust. Design/methodology/approach Two experiments were conducted to test the cognitive process model. Findings The results of both experiments supported this predicted sequence for extensive apologies. Support for the predicted sequence was also found when compensation and structural change are invoked as reparative efforts. Originality/value This research has theoretical and practical implications for a more nuanced understanding of how causal attribution theory and organizational justice theory can be integrated within the context of trust repair.

Interactive effects of leader justice and support for safety on safety performance

2014 ◽  
Vol 1 (3) ◽  
pp. 296-315 ◽  
Author(s):  
Benjamin R. Kaufman and ◽  
Konstantin P. Cigularov ◽  
Peter Chen ◽  
Krista Hoffmeister ◽  
Alyssa M. Gibbons ◽  
...  
Keyword(s):  
Organizational Justice ◽  
Safety Performance ◽  
Interactive Effects ◽  
Safety Practices ◽  
Content Type ◽  
Fair Treatment ◽  
Leader Support ◽  
Safety Interventions ◽  
The Relationship ◽  
Practical Implications

Purpose – The purpose of this paper is to examine the main and interactive effects of general and safety-specific leader justice (SSLJ) (i.e. fair treatment) and leader support for safety (LSS) on safety performance. Design/methodology/approach – Two independent samples of construction workers rate their leaders with regards to fair treatment and support for safety and report their own safety performance in a survey. Findings – In both studies, LSS significantly moderated relationships of both general and SSLJ with safety performance. In Study 1, the strength of relationship between general leader justice and safety performance increases while LSS is increased. Similar pattern was found for the relationship between SSLJ and safety performance in Study 2. Practical implications – Safety interventions targeting leadership should consider training for leader safety practices that are perceived as supportive and fair. Originality/value – The research is unique in its examination of leader justice in a safety-specific context and its interactive effects with LSS on safety performance. The present research helps to extend the reach of organizational justice theory's nomological network to include safety.

Suspecting service overprovisions: how market signals help restore personal control and reduce decision deferrals

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Subimal Chatterjee ◽  
Debi P. Mishra ◽  
Jennifer JooYeon Lee ◽  
Sirajul A. Shibly
Keyword(s):  
Process Model ◽  
Service Providers ◽  
Personal Control ◽  
Poor Quality ◽  
Mediation Process ◽  
Content Type ◽  
Quality Signal ◽  
Market Signals ◽  
Quality Signals ◽  
Practical Implications

Purpose Service providers often recommend unnecessary and expensive services to unsuspecting consumers, such as recommending a new part when a simple fix to the old will do, a phenomenon known as overprovisioning. The purpose of this paper is to examine to what extent consumers tend to defer their decisions should they suspect that sellers are overproviding services to them and they cannot prevent the sellers from doing so (they lack personal control); and how proper market signals can mitigate such suspicions, restore personal control and reduce deferrals. Design/methodology/approach The paper conducts three laboratory experiments. The experiments expose the participants to hypothetical repair scenarios and measure to what extent they suspect that sellers might be overproviding services to them and they feel that they lack the personal control to prevent the sellers from doing so. Thereafter, the experiments expose them to two different market signals, one conveying that the seller is providing quality services (a repair warranty; quality signal) and the other conveying that the seller is taking away any incentives their agents (technicians) may have to overprovide services (the technicians are paid a flat salary; quantity signal). The paper examines how these quality/quantity signals are able to reduce overprovisioning suspicions, restore personal control and reduce decision deferrals. Findings The paper has two main findings. First, the paper shows a mediation process at work i.e. suspecting potential overprovisioning by sellers leads consumers to defer their decisions indirectly because they feel that they lack personal control to prevent the sellers from doing so. Second, the paper shows that the quantity signal (flat salary disclosure), but not the quality signal (warranty), is able to mitigate suspicions of overprovisioning, restore personal control and reduce decision deferrals. Practical implications The paper suggests that although buyers may rely on quality signals to assure them of superior service, these signals do not guarantee that the quantity of service they are receiving is appropriate. Therefore, sellers will have to send a credible quality signal and a credible quantity signal to the consumers if they wish to tackle suspicions about service overprovision and service quality. Originality/value The paper is original in two ways. First, the paper theorizes and tests a mediation process model whereby quality/quantity signals differentially mitigate overprovisioning suspicions, restore personal control and reduce decision deferrals. Second, the paper speaks to the necessity of expanding the traditional signaling literature, designed primarily to detect poor quality hidden in the products/services of lower-quality sellers, to include detecting/solving overprovisioning often hidden in the services provided by higher-quality sellers.

scholarly journals Business processes exceptions in relation to operational performance

2019 ◽  
Vol 25 (5) ◽  
pp. 908-922 ◽  
Author(s):  
Remco Dijkman ◽  
Oktay Turetken ◽  
Geoffrey Robert van IJzendoorn ◽  
Meint de Vries
Keyword(s):  
Business Process ◽  
Process Model ◽  
Business Processes ◽  
Process Models ◽  
Operational Performance ◽  
Normal Flow ◽  
Throughput Time ◽  
Content Type ◽  
Business Process Models ◽  
Practical Implications

Purpose Business process models describe the way of working in an organization. Typically, business process models distinguish between the normal flow of work and exceptions to that normal flow. However, they often present an idealized view. This means that unexpected exceptions – exceptions that are not modeled in the business process model – can also occur in practice. This has an effect on the efficiency of the organization, because information systems are not developed to handle unexpected exceptions. The purpose of this paper is to study the relation between the occurrence of exceptions and operational performance. Design/methodology/approach The paper does this by analyzing the execution logs of business processes from five organizations, classifying execution paths as normal or exceptional. Subsequently, it analyzes the differences between normal and exceptional paths. Findings The results show that exceptions are related to worse operational performance in terms of a longer throughput time and that unexpected exceptions relate to a stronger increase in throughput time than expected exceptions. Practical implications These findings lead to practical implications on policies that can be followed with respect to exceptions. Most importantly, unexpected exceptions should be avoided by incorporating them into the process – and thus transforming them into expected exceptions – as much as possible. Also, as not all exceptions lead to longer throughput times, continuous improvement should be employed to continuously monitor the occurrence of exceptions and make decisions on their desirability in the process. Originality/value While work exists on analyzing the occurrence of exceptions in business processes, especially in the context of process conformance analysis, to the best of the authors’ knowledge this is the first work that analyzes the possible consequences of such exceptions.

scholarly journals The lifecycle of heuristics as managerial proverbs

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Radu Atanasiu
Keyword(s):  
Systematic Review ◽  
Process Model ◽  
Empirical Studies ◽  
Relevant Literature ◽  
Theory Approach ◽  
Process Step ◽  
Content Type ◽  
Management Framework ◽  
Conceptual Paper ◽  
Practical Implications

PurposeThis paper proposes a theory-based process model for the generation, articulation, sharing and application of managerial heuristics, from their origin as unspoken insight, to proverbialization, to formal or informal sharing, and to their adoption as optional guidelines or policy.Design/methodology/approachA conceptual paper is built using systematic and non-systematic review of literature. This paper employs a three-step approach to propose a process model for the emergence of managerial heuristics. Step one uses a systematic review of empirical studies on heuristics in order to map extant research on four key criteria and to obtain, by flicking through this sample in a moving-pictures style, the static stages of the process; step two adapts a knowledge management framework to yield the dynamic aspect; step three assembles these findings into a graphical process model and uses insights from literature to enrich its description and to synthesize four propositions.FindingsThe paper provides insights into how heuristics originate from experienced managers confronted with negative situations and are firstly expressed as an inequality with a threshold. Further articulation is done by proverbialization, refining and adapting. Sharing is done either in an informal way, through socialization, or in a formal way, through regular meetings. Soft adoption as guidelines is based on expert authority, while hard adoption as policy is based on hierarchical authority or on collective authority.Research limitations/implicationsThe findings are theory-based, and the model must be empirically refined.Practical implicationsPractical advice for managers on how to develop and share their portfolio of heuristics makes this paper valuable for practitioners.Originality/valueThis study addresses the less-researched aspect of heuristics creation, transforms static insights from literature into a dynamic process model, and, in a blended-theory approach, considers insights from a distant, but relevant literature – paremiology (the science of proverbs).

The job embeddedness-turnover relationship

2017 ◽  
Vol 46 (6) ◽  
pp. 1070-1088 ◽  
Author(s):  
Alan Coetzer ◽  
Chutarat Inma ◽  
Paul Poisat
Keyword(s):  
Turnover Intentions ◽  
Work Group ◽  
Short Form ◽  
Group Cohesion ◽  
Job Embeddedness ◽  
Employee Perceptions ◽  
Three Dimensions ◽  
Content Type ◽  
Nuanced Understanding ◽  
Practical Implications

Purpose The purpose of this paper is threefold: first, to examine the job embeddedness (JE)-turnover intentions relationship in large and small organisations; second, to investigate how employee perceptions of each dimension of JE may differ in large and small organisations; and third, to determine if work group cohesion moderates the JE-turnover intentions relationship. Design/methodology/approach Using a short form of the original JE questionnaire, data were collected from 549 employees in organisations located in four major business centres in South Africa. Participants were from organisations in diverse industries. Findings JE predicted turnover intentions in large organisations, but not in small organisations. Contrary to expectations, employees in small organisations perceived that they would sacrifice more benefits than employees in large organisations if they were to quit. Results suggest that work group cohesion moderates the JE-turnover intentions relationship. Research limitations/implications Further research is needed to determine how JE operates in different size organisations and in urban and rural small organisations. Practical implications In small organisations, building group cohesion and persuasively communicating benefits of working in a small organisation can help to embed employees. Originality/value This study responds to calls for further JE research in a wider range of national contexts. It contributes to a more nuanced understanding of the three dimensions of JE by investigating how employee perceptions of each dimension differ in large and small organisations. The study also responds to appeals for research that examines moderators of the JE-turnover relationship by exploring work group cohesion as a potential moderator.

Addressing the problem of global leadership theory: proposing a cognitive process model for leadership training and development

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Jeffrey McClellan
Keyword(s):  
Leadership Development ◽  
Leadership Training ◽  
Cognitive Process ◽  
Process Model ◽  
Leadership Competencies ◽  
Training And Development ◽  
Global Leadership ◽  
Leadership Theory ◽  
Development Study ◽  
Content Type

Purpose The application of leadership theory to training and development in international leadership contexts is burdened by the idealistic, western-centric, prescriptive nature of many leadership theories. Consequently, theories are needed that are culturally neutral, descriptive and practically applicable to the culturally diverse contexts in which leadership interaction takes place. To this end, the cognitive process model of (Denis et al., 2012) leadership was developed to facilitate leadership development study in a variety of cultural contexts. The model is based on how the human brain functions at its most basic level in leadership situations across cultures and outlines basic principles of leadership associated with these functions. These principles include awareness, decision-making, attention, relationship building, communication and action. This study aims to discuss this model and how it can be used as a framework for doing leadership training and development study in international settings. Design/methodology/approach This paper is conceptual in nature and uses psychological studies on brain function as a foundation for developing a process model of leadership. Findings In contrast the cognitive process model of leadership provides a foundation for understanding what is truly universal when it comes to leadership activities by examining what happens in the brain in any given leadership moment. It then provides a framework for promoting the development of leadership competencies that are essential to practicing the principles and competencies and applying them as one takes action in specific leadership moments at the self, interpersonal, group and team, organizational and social and political community levels. Research limitations/implications The paper has implications for the content, structure and process of leadership development study in relation to training and coaching. Practical implications This model makes it possible to identify how to provide training and education in relation to leadership competencies by identifying which aspects of the competencies are universal and which are situational or culture dependent. Originality/value This study is an original paper exploring the application of this model in the context of global leadership training and development.

Deconstructing the shared leadership emergence process in entrepreneurial teams

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Shiji Lyndon ◽  
Ashish Pandey
Keyword(s):  
Shared Leadership ◽  
Process Model ◽  
Team Development ◽  
Leadership Emergence ◽  
Content Type ◽  
Entrepreneurial Teams ◽  
Founding Team ◽  
Or Team ◽  
Depth Interviews ◽  
Practical Implications

PurposeEntrepreneurship literature has not sufficiently explored the process of how, at different points in time, different members of the co-founding team emerge as leaders. The purpose of this paper is to deconstruct the phenomenon of shared leadership emergence process amongst co-founders in entrepreneurial teams.Design/methodology/approachThe study adopted a qualitative approach. 21 co-founders from 7 entrepreneurial teams participated in the study. In-depth interviews were conducted. The data were analysed using Nvivo 11 software.FindingsThe study elaborates the process model of shared leadership emergence. The study found that shared interpersonal cognition and trust amongst the co-founders lead to claiming and granting of leadership. The findings also illustrate various strategies used by co-founders to emerge as leaders.Practical implicationsThe findings provide key insights to entrepreneurial teams by illuminating what kind of leadership dynamics should be developed, right from the initial stages of the venture. Also, the findings would be beneficial to investors, mentors and coaches of the entrepreneurial teams and ventures, by highlighting team dynamics to be considered before making any investment or team development decisions.Originality/valueThe inductive approach adopted in the study helps in understanding the process of shared leadership emergence in entrepreneurial teams, which is not adequately answered by previous studies. The study extends both shared leadership and entrepreneurship literature by providing a process theory of leadership emergence.

Cross-sector insights from China on boosting employee well-being

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Keyword(s):  
Organizational Justice ◽  
Human Resource ◽  
Design Methodology ◽  
Reading Time ◽  
Management Practices ◽  
Well Being ◽  
Content Type ◽  
Human Resource Management Practices ◽  
Pertinent Information ◽  
Practical Implications

Purpose This paper aims to review the latest management developments across the globe and pinpoint practical implications from cutting-edge research and case studies. Design/methodology/approach This briefing is prepared by an independent writer who adds their own impartial comments and places the articles in context. Findings This research paper concentrates on how human resource management practices (HRMPs) impact employee well-being (EWB), and how integrity leadership and organizational justice shape this relationship. The three HRMP dimensions – ability-enhancing, motivation-enhancing, and opportunity-enhancing HR practices – all positively impacted the trio of EWB dimensions, namely job well-being, psychological well-being, and life well-being. Organizational justice proved to enhance the ability of HRMPs to boost EWB, and integrity leadership was an EWB catalyst in all of these interrelationships. HR teams are therefore advised to invest clear and genuine efforts into boosting the integrity of leaders, for example through rigorous recruitment screening. Originality/value The briefing saves busy executives and researchers hours of reading time by selecting only the very best, most pertinent information and presenting it in a condensed and easy-to-digest format.

scholarly journals Slogans, brands and purchase behaviour of students

2020 ◽  
Vol 21 (3) ◽  
pp. 305-317
Author(s):  
Maria Rybaczewska ◽  
Siriphat Jirapathomsakul ◽  
Yiduo Liu ◽  
Wai Tsing Chow ◽  
Mai Thanh Nguyen ◽  
...  
Keyword(s):  
Information Search ◽  
Process Model ◽  
Brand Awareness ◽  
Content Type ◽  
High Expectations ◽  
Face To Face ◽  
Willingness To Buy ◽  
Young Consumers ◽  
Post Purchase ◽  
Practical Implications

Purpose The purpose of this paper is to extend the understanding of the influence of slogans (e.g. “Dare for More”) on brand awareness and purchase behaviour of students. Design/methodology/approach Data were collected thorough 34 in-depth face-to-face interviews with university students, using the customer decision process model as an approach. Findings The authors’ research confirmed that conciseness, rhythm and jingle are key features strengthening customers’ recall and recognition, both being moderators of slogans’ power. The role and influence of slogans depend on the stage of the customer decision-making process. Key influencers remain product quality, popularity and price, but appropriate and memorable slogans enhance products’ differentiation and sale. Practical implications The authors’ findings deliver a particular justification for marketers not to promise young consumers too much through slogans, as this leads to too high expectations adversely influencing their post-purchase feelings. During the information search, slogans can create or strengthen or weaken the willingness to buy the advertised product, depending on the slogan, thus emphasising the need for care over slogan design and use. Originality/value This research expands the understanding of slogans and brand awareness from the perspective of their impact on purchase behaviour. The results revealed that the model approach to shopping behaviour does not confirm the belief that slogans influence consumers the most during the phase of Evaluation of Alternatives. Slogans provide a reference point for young consumers to decide whether they are satisfied or dissatisfied with their purchase during the post-purchase phase and provide information during the information search phase. The authors’ results add to the literature in terms of the criteria determining consumers’ recognition and recall of slogans.

Workplace cyberbullying and creativity: examining the roles of psychological distress and psychological capital

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Masood Nawaz Kalyar ◽  
Munazza Saeed ◽  
Aydin Usta ◽  
Imran Shafique
Keyword(s):  
Psychological Distress ◽  
Process Model ◽  
Psychological Capital ◽  
Underlying Mechanism ◽  
Public Hospitals ◽  
Negative Consequences ◽  
Content Type ◽  
Workplace Stressors ◽  
Harmful Effects ◽  
Practical Implications

Purpose This study aims to investigate the effects of workplace cyberbullying on creativity directly and through psychological distress. Furthermore, this study proposes that psychological capital (PsyCap) buffers the harmful effects of workplace cyberbullying on psychological distress and creativity. Design/methodology/approach The data were collected in two waves from 329 nurses working in four large public hospitals located in a metropolitan city of Pakistan. The data were analyzed through PROCESS (Model 8) using SPSS. Findings The results demonstrate that cyberbullying negatively affects creativity through increased psychological distress. The findings also explicate that PsyCap moderates the effects of cyberbullying on psychological distress such that the link was weak (vs strong) for those (victims) who had high (vs low) PsyCap. Practical implications This study recommends management to develop and promote PsyCap among employees because these positive resources help them to regulate their emotions and cognition to overcome negative consequences of cyberbullying and other workplace stressors. Originality/value Psychological distress as an underlying mechanism between cyberbullying and creativity as well as buffering effect of PsyCap is the novelty of the study.

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