Examining the drivers of deviant service adaption in fashion retailing: the role of tenure

PurposeFashion retail employees sometimes “bend the rules” to help their customers. Referred to as customer-oriented deviance, this study responds to calls to examine the motivational antecedents of this behavior. This research also tests the moderating effect of tenure on the relationships between a frontline employee's motivations, their customer-oriented deviance behaviors and commitment to the organization.Design/methodology/approachData were collected via a self-completed, anonymous, online survey provided to a sample of 390 sales associates employed in retail fashion businesses.FindingsFindings demonstrate that fashion retail employees were inclined to adapt service procedures and engage in deviant communication about either their organization and/or the products they sell for both pro-social and self-directed reasons. Interestingly, long-tenured employees demonstrated consistently lower motivations to engage in consumer-oriented deviance compared to short-tenured employees. However, analysis indicated no significant differences between short-tenured and long-tenured employees in their consumer-oriented deviance behaviors and commitment to the organization.Research limitations/implicationsThe cross-sectional nature and single-level data collection naturally put limitations on the generalizability of this research. The study does not examine alternative constructs that might mediate/moderate tested relationships, such as perceived empowerment, gender or risk, hence, future potential avenues for further inquiry are presented.Originality/valueThis research contributes to positive deviance theory and extends existing knowledge by developing an extensive model of motivational antecedents, a moderator and an outcome of consumer-oriented deviant behavior. For managers, this research provides valuable insights for organizations, which may create positive effects on service quality and a reduction in employee turnover.

Corporate Governance Deviance: A Case Study of Infosys

The major organizational transformation journey of Indian software bellwether firm, Infosys, from 2014 until 2017 under the leadership of first non-founder member is captured in this case study. The entrepreneurial ambitions and zeal to grow through organic and inorganic moves saddled with lack of cognizance of corporate governance resulted in deviance leading to turmoil followed by the resignation of the CEO. The company values, the roles of founder members, institutional investors, shareholders and other aspects came under the scanner to understand the reasons behind the corporate governance deviance. Dilemma Though the company got a clean chit against the corporate governance deviance charges, the conflict between the board of governors and founders, particularly the ex-CEO continued which culminated into the resignation of the CEO. What are the roles of founder members, board of governors, institutional investors and shareholders in case of corporate governance deviance? Theory: Models of Corporate Governance Type of the case: Decisional, applied Protagonist: CEO of the firm Options After obtaining clean chit against the corporate governance deviance charges, the CEO could have continued. Instead he decided to resign. Discussions and Case Questions Why the chairman of the board was indecisive in questioning the CEO undertaking deviant business practices? Why were the founders not happy with the ‘non-transparent’ way in which the board had decided to raise Dr Sikka’s annual compensation package from US$7.08 million to US$11 million even when it was linked with the company’s progress towards ‘Vision 2020’? What kind of risk did the founders saw in the appointment of the wife a sitting minister in the Indian government as an independent director? Why the board decided to give a generous severance package to ex-CFO without the approval of the chairperson of Nominations and Remuneration Committee?

Explaining Organized Crime

This chapter reviews the theoretical underpinnings of the alien conspiracy and ethnic succession theories as explanations for the emergence and continuation of organized crime in American society. It first considers the arguments of the alien conspiracy theory, as well as the cultural deviance theory upon which it is based, before discussing the claims of the social disorganization theory as the basis of the ethnic succession theory. The chapter also examines the theories of human ecology, cultural transmission, and differential social organization, along with delinquency theories and their relation to organized crime, with particular emphasis on recruitment issues. Finally, the chapter looks at the relationship between Gerald Suttles's conceptualization of the defended neighborhood and racket subcultures.