Developing Sales Force Relationalism: The Role of Distributive and Procedural Justice

2007 ◽  
Vol 27 (3) ◽  
pp. 235-245 ◽  
Author(s):  
Vishal Kashyap ◽  
Áurea Helena Puga Ribeiro ◽  
Anthony Asare ◽  
Thomas G. Brashear
2006 ◽  
Author(s):  
Chris A. Henle ◽  
Bennett J. Tepper ◽  
Robert A. Giacalone
Keyword(s):  

2021 ◽  
pp. 089331892110120
Author(s):  
Heewon Kim ◽  
Rebecca B. Leach

Employee burnout is a critical organizational concern that can be prevalent among customer support workers whose day-to-day tasks inherently include emotional labor. This study examines emotional labor and burnout among call center workers in customer service industries, specifically focusing on the influences of injustices from customers and supervisors. The findings demonstrate that: (a) customer injustice was associated with an increase in emotional labor, which in turn exacerbated customer support workers’ disengagement and exhaustion; (b) interpersonal justice perceived in the interactions with supervisors was negatively associated with disengagement; and (c) procedural justice perceived in supervisors’ decision-making processes was also negatively associated with disengagement. The findings indicate the mitigating role of interpersonal and procedural justice in reducing burnout among customer support workers.


2016 ◽  
Vol 17 (3) ◽  
pp. 301-318 ◽  
Author(s):  
Ellen M Leslie ◽  
Adrian Cherney ◽  
Andrew Smirnov ◽  
Helene Wells ◽  
Robert Kemp ◽  
...  

While procedural justice has been highlighted as a key strategy for promoting cooperation with police, little is known about this model’s applicability to subgroups engaged in illegal behaviour, such as illicit drug users. This study compares willingness to cooperate with police and belief in police legitimacy, procedural justice and law legitimacy among a population-based sample of Australian young adult amphetamine-type stimulant (ATS; i.e. ecstasy and methamphetamine) users and non-users. We then examine predictors of willingness to cooperate among ATS users. ATS users were significantly less willing to cooperate with police and had significantly lower perceptions of police legitimacy, procedural justice and law legitimacy, compared to non-users. However, belief in police legitimacy independently predicted willingness to cooperate among ATS users. We set out to discuss the implications of these findings for policing, including the role of procedural justice in helping police deliver harm reduction strategies.


2006 ◽  
Vol 21 (1) ◽  
pp. 83-102 ◽  
Author(s):  
Silvia Bagdadli ◽  
Quinetta Roberson ◽  
Francesco Paoletti

Psichologija ◽  
2005 ◽  
Vol 32 ◽  
pp. 87-101
Author(s):  
Alfredas Laurinavičius

Teisingumo klausimas yra svarbus teisminio ginčo nagrinėjimo dalyviams. Suvoktas sprendimo ir procedūrinis teisingumas turi įtakos sprendimo ir jį priimančio asmens vertinimams. Atliktame faktoriniame 3 × 2 × 2 eksperimente buvo tiriama subjektyvios teisėjo sprendimo palankumo prognozės įtaka teisingumo vertinimams. Esant skirtingai teisėjo sprendimo prognozei, teisėjo elgesio ypatumai turi skirtingą įtaką procedūrinio teisingumo ir pasitikėjimo teismais vertinimams. Atliktas eksperimentas parodė, kad teisėjo elgesio ir procedūrinio teisingumo reikalavimų atitikimas yra ypač svarbus vertinant teisėjo elgesį tais atvejais, kai ginčo dalyvis prognozuoja nepalankų sau sprendimą arba neturi aiškios teisėjo sprendimo prognozės. Esant nepalankiai teisėjo sprendimo prognozei, teisėjo elgesio ir procedūrinio teisingumo reikalavimų atitikimas ypač stipriai veikia asmens pasitikėjimą teismais.Pagrindiniai žodžiai: teisingumo psichologija, procedūrinis teisingumas, ginčo sprendimas. THE INTERACTION OF JUDGE’S BEHAVIOR AND JUDGE’S DECISION PROGNOSIS IN THE PROCEDURAL JUSTICE JUDGMENTSAlfredas Laurinavičius SummaryPsychological research shows a big importance of procedural justice in dispute resolution. Perception of procedural justice affects evaluations of the performance of legal institutions and authorities, evaluations of legal decisions and outcomes, satisfaction with encounters with the legal system, support for legal institutions and compliance with law. According to K. van den Bos and E. A. Lind people are more affected by variation in fairness when they feel uncertain. Participants’ expectations about judge’s possible decision can moderate relationship between procedure and subjective evaluation of procedural justice. 3 × 2 × 2 factorial experiment was conducted: 3 (expectation of the possible decision: certainly positive, certainly negative, uncertain)× 2 (decision: positive vs. negative) × 2 (procedure: fair vs. unfair). The experiment was conduced in 2 Vilnius universities, participation was voluntary, participants were not paid. Data of 330 students (men and women) were analyzed. There were between 22 and 36 participants per cell. A scenario method was applied in the experiment. Participants were given a description of legal dispute of non material harm compensation. Participants were asked to imagine themselves as being defendant and evaluated a possibility of positive and negative decision. Participants were shown one of two videotapes with excerpts from litigation session. After watching the excerpt (fair treatment or unfair treatment) they received judge’s final decision (favorable or unfavorab le) and completed the questionnaire. Dependents variables in this experiment were participants’ evaluations of distributive justice, procedural justice, perceived voice, neutrality, trust in benevolence, status recognition and support for courts.A 2 × 2 × 3 ANOVA revealed significant interactions between Expectation and Procedure on perceived voice F (2,318) = 4.513, p < .05, η² = .028, neutrality F (2,318) = 3.413, p < .05, η² = .021 and support for courts F (2,318) = 3.084, p < .05, η² = .019. No interactions were found for distributive justice, procedural justice, trust in benevolence, status recognition. A significant effect of Expectation was found on distributive justice judgments F (2,317) = 5.02, p < .05, η² = .031. Those expected negative decision rated distributive justice more positively.The presented research shows that expectation of judge’s decision can moderate some procedural justice judgments and support for courts judgments. Variation of procedure had biggest effect on evaluation of perceived voice, neutrality and support for courts in condition when participant was expecting negative decision. It seems that expectation of negative decision makes people more sensitive to procedural issues. Being certain about positive decision decreases a role of procedure on those ratings.Keywords: Psychology of Justice, Procedural justice, Dispute resolution.


Economics ◽  
2015 ◽  
pp. 1541-1563
Author(s):  
Sergio Ricardo Mazini

This chapter presents an approach to the role of software engineering in developing solutions for new mobile technologies, like tablets. It discusses the importance of the new standards brought by emerging technologies such as engineering and how software must adapt to this new reality in order to identify the needs of data, information, integration, shares, and other issues that will contribute to the life cycle of these solutions. The chapter also discusses the contribution of users in the development process and improve these solutions. The research method is the case study conducted in industrial companies that use a digital catalog solution and sales force automation for tablets. This chapter presents a new approach based on commercial tablets which is supported by a platform of software and services called commercially Nimiam (www.nimiam.com.br).


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