Perceived Justice

Industrial service failures represent “any type of error, mistake, deficiency, or problem occurring during the provision of [an industrial] service” (Koc, 2017, p. 1). Service failures should be promptly addressed through service recovery, “the organizational actions of seeking and dealing with a failure in service delivery” (Van Vaerenbergh & Orsingher, 2016, p. 328).

While service recovery has traditionally transpired through human efforts (e.g., employee’s courtesy to customers; Mostafa et al., 2015; Silva et al., 2020), these efforts are increasingly being supplemented or replaced with artificial intelligence (AI)-enabled tools, including chatbots, service robots, or generative AI applications (Ameen et al., 2025; Kushwaha et al., 2021). These AI-enabled service recovery tools can "interpret external data, learn from such data, and use those learnings to [resolve industrial service failure] through flexible adaptation" (Kaplan & Haenlein, 2019, p. 15). More importantly, AI-enabled industrial service recovery can offer unique benefits (vs. traditional service recovery) by providing more efficient, more accurate, more consistent, and/or more timely service recovery solutions (Agnihotri & Bhattacharya, 2024). For example, industrial firms are increasingly adopting Salesforce's AI-enabled Einstein platform that draws on predictive analytics to prevent service failure (Salesforce, 2024), thus reflecting their proactive industrial service recovery effort, while IBM’s Watson uses natural language processing (NLP) to detect service issues and their root causes (IBM, 2024).

However, while acumen of AI-enabled service recovery is emerging in the literature, prior studies have predominantly focused on business-to-consumer (e.g., Agnihotri & Bhattacharya, 2024) rather than business-to-business or industrial recovery contexts (e.g., Baliga et al., 2021; Sands et al., 2022), revealing an important gap in the literature. Moreover, scarce research exists on how emerging AI-enabled industrial service recovery applications may amend, complement, or revolutionize traditional service recovery efforts (Agnihotri & Bhattacharya, 2024; Dong et al., 2016), affecting the nature and role of customers’ service recovery engagement (Van Vaerenbergh et al., 2018; Ameen et al., 2025). Specifically, while industrial firms are investing extensively in AI-enabled service recovery (Baliga et al., 2021), the effectiveness, management, and performance of these tools remain nebulous, requiring enhanced insight into and accountability of these investments. For example, though research suggests the promising role of the AI-enabled service recovery journey (Ameen et al., 2025) or its capacity to boost customer engagement, important caveats also surround industrial firms’ AI adoption for service recovery purposes (Pantano et al., 2024; Keegan et al., 2023).

In light of these challenges for industrial firms, this Special Issue explores the role of AI-enabled service recovery in engaging industrial customers. It seeks to integrate the to date disparate literature streams on AI-enabled service recovery (e.g., Ameen et al., 2025) and industrial customers’ engagement (e.g., Ferdous et al., 2024; Hollebeek, 2019). To this end, we solicit state-of-the-art submissions that explore the role of AI-enabled service recovery in influencing industrial customers’ cognitive, emotional, and behavioral engagement with the firm’s recovery efforts. Submissions should offer a significant original contribution to the industrial marketing, AI-enabled service recovery, and/or customer engagement bodies of literature.

Diese Arbeit untersucht, ob Videointerventionen die Attribution globaler Ungleichheit
beeinflussen können, insbesondere ob Ursachenzuschreibungen stärker im Globalen Norden
verortet werden und welchen Einfluss dies auf Gerechtigkeitswahrnehmung und Verhaltens
intentionen hat.
Die Studie wurde mit einer Stichprobe von 210 Teilnehmenden durchgeführt, die über
soziale Netzwerke rekrutiert wurden. Die Teilnehmenden wurden zufällig einer von zwei Ex
perimentalgruppen (vollständige und partielle Intervention) oder einer KG zugewiesen.
Die Datenerhebung erfolgte online über Unipark mittels standardisierter Fragebögen.
Veränderungen in der Attribution globaler Ungleichheit, der Gerechtigkeitswahrnehmung und
der Verhaltensintention wurden mittels MANOVA untersucht. Zusätzlich wurden die Effekte
der Interventionen auf die Gerechtigkeitswahrnehmung und die Verhaltensintention durch
ANCOVAs analysiert, wobei der mediierende Einfluss der Attribution globaler Ungleichheit
sowie der Gerechtigkeitswahrnehmung berücksichtigt wurde. Moderierende Variablen wie
Attributionsstil, Links-Rechts-Orientierung und soziale Dominanzorientierung wurden eben
falls einbezogen, um deren Einfluss auf die Effekte der Interventionen zu analysieren.
Die Ergebnisse zeigten, dass die Interventionen die Attributionen globaler Ungleich
heit beeinflussten, insbesondere durch eine verstärkte Verortung der Ursachen im Globalen
Norden. Die Moderatoren zeigten jedoch keine signifikanten Effekte. Ebenso blieb der Ein
fluss der Interventionen auf die Gerechtigkeitswahrnehmung und die Verhaltensintention sta
tistisch nicht signifikant, wobei die Attribution globaler Ungleichheit mediierende Effekte auf
die Gerechtigkeitswahrnehmung hatte.
Die Arbeit identifiziert mehrere methodische Schwächen, darunter schwache Reliabi
litäten einiger Skalen, eine mangelnde Differenziertheit in der Messung, potenzielle Verzer
rungen durch Bias, das Fehlen emotionaler Komponenten in den Videointerventionen sowie
technische Schwierigkeiten bei der Online-Datenerhebung. Basierend auf diesen Erkenntnis
sen wird ein alternatives Untersuchungsmodell vorgeschlagen, das die identifizierten Schwä
chen adressiert.

Objectives: To investigate whether a new model that delegates some out-of-home care services from the public to the private and not-for-profit sectors in England enhances practitioners’ job control and stress levels. Methods: A 3-year longitudinal matched-control evaluation examined changes in Karasek demand-control model and Maslach burnout levels of 2,050 staff working in five social work practice (SWP) pilots, their host local authorities and comparable sites. Results: Mixed-effect models indicated no significant difference in main outcomes among SWP staff when compared to staff in host and comparison local authorities. There were notable differences in relation to job insecurity and social support. Conclusion: The minimal effects observed may relate to the diverse nature of SWPs with no specific work model predominating.

This study aims to obtain empirical evidence about the effect of work environment and the compensation on nurse's job satisfaction and its implications on extra role behavior in Efarina Etaham Hospital, Purwakarta. The method used was descriptive and verificative analysis. The data collection was an interview by using a questionnaire along with observation techniques. The population is 70 nurses. Field data collection was conducted in 2014. Data were analyzed by path analysis. The results showed that work environment, compensation, job satisfaction, and extra role behaviors generally are relatively good. Meanwhile, the work environment and compensation partially and simultaneously have a positive and significant effect on job satisfaction. Job Satisfaction has positive and significant effect on extra role behaviour of nurses.

The purpose of the study was to identify the effect of organizational justice on organizational citizenship behavior of employees. The sample comprised of 100 teachers, working in secondary school .The participants were chosen randomly. The results obtained from Pearson r and Regression Analyses suggest that organizational justice has positive relationship with organizational citizenship behavior. In addition, regression analysis indicates that the components of organizational justice (distributive Justice, procedural Justice and interactional Justice) are the strong predictors of the components of organizational citizenship behavior. The findings support the nascent view that work is central to an individual's life and fairness and justice in terms of distribution, the procedures and interaction dramatically lead to employees' to be loyal to their organization and they will behave well to fight against the counter-productive behaviors in organization and work hardly to realize the organization purposes. The study provides valuable implications for the practitioners, researchers and management body to better understand the impact of organizational justice on organizational citizenship behavior on teachers.

Objective: Procedural justice refers to employees' perceptions of fairness in the processes adopted within organizational procedures. Interactional justice pertains to employees' perceptions of fairness in interpersonal or procedural aspects, divided into two categories: informational and interpersonal. Informational justice refers to the explanations provided to employees. Interpersonal justice relates to the degree of goodwill, dignity, and respect with which superiors interact. The use of multiple performance scales influences organizational commitment as well as distributive and procedural justice. In other words, managers believe that the use of multiple scales increases the likelihood of more accurate performance assessments. Consequently, the aim of this research is to investigate the impact of behavioral accounting components on the development of perceptions of justice and organizational commitment.Methodology: The target population of this research comprised accountants in the private and public sectors, selected through random sampling and examined over a six-month period. The research tool was standardized questionnaires, and Partial Least Squares (PLS) analysis was employed for fitting and testing research hypotheses.Findings: The results of this study demonstrate that the impact of behavioral accounting characteristics on social responsibility and the principle of controllability has a significant positive effect. Decision-making is a managerial duty and the core of management. Managerial decision-making indicates the necessary work and supports accounting information in a specific organization. Performance issues are a classic problem in companies and should be addressed by economists to determine performance.Originality / Value: The integration of behavioral sciences into accounting significantly enhances the profession's growth and brings new insights for accountants. Awareness of the relationship between individual behavior and accounting equips accountants with new tools for evaluating and solving problems in business units. This research, for the first time, examines the impact of behavioral accounting components on the development of justice perception and organizational commitment.

Perceived HPWSs (PS-HPWSs) are increasingly indicated for understanding the relationship between organizational HPWSs and employee-level outcomes. However, the mediating effect of perceived HPWSs is inconsistent and unclear. Hence, relying on integrated HPWS strength and signal theories, we tested whether PS-HPWSs positively mediated the relationship between MR-HPWSs and engagement with data collected from multiple and multilevel sources of 102 department heads and 360 employees of three Ethiopian public higher education institutions from June 03/2023 to September 10/2023. We also tested the positive moderation impact of procedural justice between MR-HPWSs and PS-HPWSs and its conditional effect on engagement using the MLmed Beta macro SPSS package. Therefore, procedural justice moderates the mediation of PS-HPWSs between manager-rated HPWSs and employee engagement. Hence, this study will address the inconsistency of PS-HPWSs between manager-rated HPWSs through the moderation of procedural justice (one of nine features of HPWS strength); this in turn has an ample effect on engagement. Accordingly, further research should include one or more of the nine HPWS features as moderators of the mediating effect of PS-HPWSs.

This study explored the relationship between Organizational Politics (OP) and Organizational Citizenship Behavior (organizational citizenship behavior for organization (OCB-O) and organizational citizenship behavior for individuals (OCB-I). Survey data was gathered from 398 employees work in manufacturing company in Chonburi province. PLS-SEM was used to test the research hypotheses. Results revealed that OP has a negative relationship with OCB-O and OCB-I. Based on these findings, this study recommends that the manufacturing company in Chonburi province should eliminate or reduce OP practices as much as possible in their organizations. The limitations of this study and recommendations for future research are also provided.

The managerial thought concerning human relation with organization argues that employees’ performance is directly proportional to the improvement in their employment relationship. Social exchange theorist (Eisenberger  et al., 1997) studied organizational support to explain positive impacts on employee’s work place attitudes and  behaviors in their role performance, turnover intentions and withdrawal behaviors. In order to explore this  phenomenon this case study was conducted in a local bank i.e. UBL in a service industry. This report presents a qualitative research describing the role of organizational support and its constructive effects on the employee’s  performance. Intentionally this study was delimited to focus only four contributing factors of organizational  support i-e Fairness, Supervisor Support, Organizational Reward and Job Conditions to explain how do they  mediate and improve the employee’s performance in UBL. Primary and Secondary Data has been gathered  through qu...

appreciate this support and also thank the participating firms for all their cooperation with data collection. Purpose – Increasing turnover of frontline staff in call centres is detrimental to the delivery of quality service to customers. This paper presents the context for the rapid growth of the business process outsourcing (BPO) sector in India, and addresses a critical issue faced by call centre organisations in this sector- the high employee turnover. Design/methodology/approach – Following a triangulation approach, two separate empirical investigations are conducted to examine various aspects of high labour turnover rates in the call centre sector in India. Study one examines the research issue via 51 in-depth interviews in as many units. Study two reports results from a questionnaire survey with 204 frontline agents across 11 call centres regarding employee turnover. Findings – Our research reveals a range of reasons- from monotonous work, stressful work environment, adverse...

Public management scholars over the past decade have shed significant light on ineffective rules or ''red tape.'' This article takes a different approach by conceptualizing a theory of green tape or effective rules. The theory argues that the probability of rule effectiveness depends on the combined presence of (1) written requirements, (2) with valid means-ends relationships, which (3) employ optimal control, (4) are consistently applied, and that have (5) purposes understood by stakeholders. A study of city employees provides the data for theory development and testing. The resulting theory emphasizes technical proficiency and stakeholder cooperation in effective rule design and implementation.

Scholars have recently noted the role that employers can play as "mediating institutions" for public policy. Mediating institutions connect the private lives of individuals with public policy concerns by communicating societal norms to members and providing social contexts that encourage a commitment to these norms. Despite the potential importance of employers as mediating institutions for public policy, little scholarly attention has been devoted to employer mediation behavior. Accordingly, this study examines two research questions. What factors influence an employer's willingness to mediate policy problems? And how effective are employers as mediating institutions? The mediation behaviors of interest relate to employer efforts to mitigate traffic congestion and air quality problems by enabling employee "commute options," which are alternatives to single-occupancy vehicle commuting to work. Drawing on theories of organization behavior, the study hypothesizes that self-interest, organizational control, and association membership will affect willingness to provide commute options. The study also hypothesizes that employers providing commute options will have lower percentages of employees that drive to work alone. Both sets of hypotheses are supported by statistical analyses of data from a cross-sectional mail survey of metropolitan Atlanta organizations.

This research paper focused its aim to investigate the consequences of organizational justice and its components on the job satisfaction of engineering workers working in the three different organizations in same sugar industry. This work further contributed to examine the relationships of distributive, procedural and interactional justice with the satisfactory feelings of electrical workers at manufacturing plants of three different organizations. To find out the fact on this topic, three different organizations manufacturing plants engineering workers are specifically working in electrical department. For data collection, a sample of 100 electrical employees is selected randomly. Structured close ended questionnaire is used to collect the data. After completing the process of data collection SPSS is used for data analysis. The output of analysis confirms that organizational justice and its components have perfect positive relationship with the satisfaction level of engineering workers of electrical department. Furthermore, they have positive linkages with engineering workers work satisfaction. It is expected that, this paper will provide fruitful assistance to scholars for further research on the topic of organizational justice and its significant role for employee's job satisfaction.

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This article explores the factors that shape perceptions of administrative and rules burdens among street-level bureaucrats in Romania. Recent research examining the concept of administrative burden has focused on burdens experienced by a citizen or client. We argue here that national context shapes the features of public service delivery, and that burdens must also be understood from the perspective of bureaucrats in transitioning post-communist countries. Street-level bureaucrats represent an important category of public servants given their main characteristics in implementing policy. Findings of two analyses—one examining broader concepts of administrative burden and one looking at the narrower concept of rules burdens—indicate that rule complexity, autonomy, conformity, job satisfaction, educational attainment, and perceived corruption impact perceptions of administrative burden, while perceptions of rules burdens are impacted by rule-abiding tendencies, discretionary latitude,...

Though service recovery plays a key role in industrial clients’ post-recovery supplier evaluations, the impact of customers’ cultural orientation on the effectiveness of supplier-instigated proactive recovery (i.e., a supplier’s recovery efforts before clients notice/complain) remains tenuous, particularly in emerging (vs. developed) markets. Addressing this gap, we develop a model that examines (a) the moderating role of clients’ cultural orientation on the association of supplier-instigated proactive recovery and client-perceived recovery-related justice, and (b) the impact of customer-perceived justice on relationship quality in the emerging (vs. developed) market context. To test the model, we deploy a cross-cultural scenario-based experiment using 117 Danish industrial clients (i.e., developed market) and 109 Iranian industrial clients (i.e., emerging market). The results suggest that customers’ cultural orientation partially moderates the relationship of suppliers’ proactive r...

Though service recovery plays a key role in industrial clients’ post-recovery supplier evaluations, the impact of customers’ cultural orientation on the effectiveness of supplier-instigated proactive recovery (i.e., a supplier’s recovery efforts before clients notice/complain) remains tenuous, particularly in emerging (vs. developed) markets. Addressing this gap, we develop a model that examines (a) the moderating role of clients’ cultural orientation on the association of supplier-instigated proactive recovery and client-perceived recovery-related justice, and (b) the impact of customer-perceived justice on relationship quality in the emerging (vs. developed) market context. To test the model, we deploy a cross-cultural scenario-based experiment using 117 Danish industrial clients (i.e., developed market) and 109 Iranian industrial clients (i.e., emerging market). The results suggest that customers’ cultural orientation partially moderates the relationship of suppliers’ proactive r...

This paper explores the concept of reflective leadership and its application in contemporary organizational structures, focusing on the Johari Window as a tool for enhancing leadership effectiveness. Reflective leadership, characterized by self-awareness, careful observation, and flexible response, is essential in the rapidly evolving business landscape. The paper outlines the importance of these leadership skills and delves into the theoretical and conceptual orientations of the Johari Window. The Johari Window's role in promoting self-awareness, enhancing communication, and building trust among leaders is examined. Additionally, the paper discusses the application of the Johari Window in the educational system, highlighting its potential to improve teacher self-awareness, facilitate student learning and development, and enhance staff communication and collaboration. The discussion integrates various academic perspectives and theoretical underpinnings, making a case for the significance of reflective leadership and the Johari Window in fostering effective leadership and educational practices. This comprehensive analysis aims to provide insights into how these concepts can be leveraged to develop more dynamic, empathetic, and effective leadership styles and to create positive impacts in organizational and educational settings.

This paper aims at examining the effect of customers' gender on their perceptions of service recovery process. The relative weight of justice types (Distributive, Procedural and Interactional) as a basis for service recovery process was evaluated from the gender point of view to stand on the suitable way to handle service failure for males compared to females. A questionnaire form was designed including two parts to determine service recovery process employed by hotels and relevant customers satisfaction with regard to gender. Sharm-Elsheikh hotels were selected for the survey. Data were analyzed using SPSS (V. 22) program. The results indicated that males concentrate on distributive justice related to having tangible outcomes next to service failure occurrence. On the other side, females give priority to procedural and interactional justice, i.e. having more explanation about service failure, occurrence reasons and to be treated politely, honestly and quickly. The results may assist hotels management to better manage service failures considering gender preferences.

hegoak zabalduz euskarazko material bildumak ikuspegi zabal batetik garapenarekin lotutako askotariko gaiak jorratzea du helburu. Testuak didaktikoak eta dibulgazio mailakoak dira, eta gaien inguruko sarrera edo ikuspegi orokorra ematen dute. Kontabilitate Finantzarioaren begirada zabalduz gizarteari eta naturari buruzko informaziora. Gizarte Kontabilitatearen jatorria, eboluzioa eta etorkizuneko erronkak.

The purpose of this study is to close the gap from previous studies regarding the failure recovery services do not consider the locus attribution. Changes in the service process to the era of SSTs (Self Service Technologies), increasing the cause of the failure is not only companies but also can be derived from the customer. This study seeks to examine the compatibility between failure and recovery that can be perceived as fair. By using experimental or experimental method, using a study design with one-way between subject by 3 (three) factors experimental / independent variables, namely: 2 (type of failure: failure process vs. outcome failure) x 2 (locus attribution: firm vs. customer) x 6 (recovery strategies: Compensation, No Compensation, Immediate Response Speed, Delay Response Speed, Apology Present, Absent Apology). The results showed that the recovery is done by locus attribution greatly affects perceived justice

This study explores the relationship between organizational red tape and work alienation. While bureaucratic controls have long been considered sources of worker detachment, the relationship between red tape and managerial alienation has not been explicitly tested. When managers encounter rules, regulations, or procedures that seem pointless yet burdensome, these encounters may simultaneously trigger the key psychological ingredients of alienationpowerlessness and meaninglessness. These in turn are expected to reduce organizational commitment, job involvement, and job satisfaction, alienation indicators used in this study. To test these expectations, the study uses data from the National Administrative Studies Project (NASP-II). NASP-II surveyed managers in state health and human service agencies, producing a response rate of approximately 53 percent. Statistical analyses indicate that perceived personnel red tape is a consistently negative and statistically significant influence in all alienation models. Perceived organizational red tape is statistically significant and negative in all but the job involvement model. Other bureaucratic control mechanisms included in the models also appear to be sources of alienation, including centralization and technology routineness. However, formalization appears to be a mitigating, not exacerbating, influence on alienation. Considered together, these results suggest that red tape and other forms of bureaucratic control have adverse effects on the psychological attachment felt by public managers to their workplace. Recent studies have associated red tape with a variety of organizational attributes, including a reduction in benefits provided to clients (Scott and Pandey 2000), a more riskaverse decision culture (Bozeman and Kingsley 1998), and higher technological innovation (Moon and Bretschneider 2002; Pandey and Bretschneider 1997). One

This study examines the attributes of organizational rules that influence compliance. Rule compliance fosters organizational effectiveness by aligning individual behaviors with organizational preference. While a range of theoretical explanations has been offered for compliance behavior, the characteristics of rule design and implementation have received less empirical attention. Borrowing from the green tape theory of effective rules, this study examines the influence of two particular characteristics-rule formalization and rule consistency-on compliance behavior. Three studies, two vignette experiments and a survey of two local government organizations, provide the data for the research. The results suggest that rule formalization and rule consistency independently increase compliance, with mixed evidence of interaction effects. The broad implication is that public managers must attend to both rule design and implementation to secure compliance from employees.

One of the important factors that can affect employee performance (EP) is the employee’s perception of organizational justice (OJ) in the workplace and the employee’s willingness to carry out the employee’s primary role (in the role) optimally and the employee’s willingness to carry out tasks outside the employee’s primary job (extra-role), commonly called organizational citizenship behavior (OCB). OCB is divided into two dimensions: OCB at the individual level (OCBI) and OCB at the organizational level (OCBO). In educational organizations, the OCB of teachers is a strategic matter, so it needs to be a concern for school management if schools want to continue to survive and develop in the era of globalization characterized by changes in a dynamic and competitive environment. OCB from teachers can be said to be a form of teacher gratitude because the school has supported the welfare of teachers a lot, appreciates the contributions of teachers, and feels organizational justice practic...

Service recovery is very crucial in maintaining long-term relationship with customers. In this regard, most scholars argue that customer listening ability and perceived justice are very important in service recovery. This is because they can lead to customer trust, satisfaction and other behavioral intentions. However, not much research has been conducted to investigate the effect of customer listening ability and perceived interactional justice. This is simultaneously so on relationship quality and customer loyalty under service recovery condition. This article attempts to fill this gap by proposing customer listening ability and perceived interactional justice as predictors of relationship quality, while loyalty as outcome of relationship quality.

We examined the effect of three indicators of economic dependency on work on citizenship, and the mediating role of commitment on these relationships. MANOVA analysis of data from 471 employees in southern U.S. showed that, even in an uncertain labor market, individuals with low financial requirement and those with low job mobility experienced a high level of OCBI. Similarly, those with high employment security reported a high level of attitudinal commitment. Mediated regression further revealed that attitudinal commitment completely mediates job mobility and OCBI, and employment security and OCBI relationships. These outcomes have implications for managing the employment relationship in volatile economic conditions.

hegoak zabalduz euskarazko material bildumak ikuspegi zabal batetik garapenarekin lotutako askotariko gaiak jorratzea du helburu. Testuak didaktikoak eta dibulgazio mailakoak dira, eta gaien inguruko sarrera edo ikuspegi orokorra ematen dute. Kontabilitate Finantzarioaren begirada zabalduz gizarteari eta naturari buruzko informaziora. Gizarte Kontabilitatearen jatorria, eboluzioa eta etorkizuneko erronkak.

This article explores the factors that shape perceptions of administrative and rules burdens among street-level bureaucrats in Romania. Recent research examining the concept of administrative burden has focused on burdens experienced by a citizen or client. We argue here that national context shapes the features of public service delivery, and that burdens must also be understood from the perspective of bureaucrats in transitioning post-communist countries. Street-level bureaucrats represent an important category of public servants given their main characteristics in implementing policy. Findings of two analyses-one examining broader concepts of administrative burden and one looking at the narrower concept of rules burdens-indicate that rule complexity, autonomy, conformity, job satisfaction, educational attainment, and perceived corruption impact perceptions of administrative burden, while perceptions of rules burdens are impacted by rule-abiding tendencies, discretionary latitude, job satisfaction, organizational commitment, and supervisory status.

Achieving the pleasures of successful work place is an art of coping with stress. Job stress is a very substantial issue at work place in this new era of competence. So this research is significantly emphasized on causes and effects of job stress and analyze its impact upon job satisfaction. This study also identifies the root causes of job stress

Organizations are forced to change constantly to survive. They need employees who are willing to contribute beyond their job descriptions. These employees frequently exert behaviors that exceed their formal role requirements, and that improves the overall functioning of the organization. These are employees on whom the organization should focus retention efforts in order to maintain and improve the functioning of the workplace. The aims of this research are 1) to study the relationships between organizational Socialization OS and Organizational Citizenship Behavior OBC among the staff of International Committee of Red Cross (ICRC) and 2) to determine if OS has an impact on of the OCB among the staff. The sample consisted of 41 employees working in ICRC offices in Erbil, Duhok and Suliemayah, and have been selected. The instruments used in this study were two questionnaires about OS and OCB. Data have been analyzed using the Simple Linear Regression Analysis (LRA). The results have showed that OS has significant positive impact on the OCB (R=.98, P-Value>0.05). Moreover, OS could account for 98%, predict the OCB of the ICRC staff. Thus, the management of OS could help strengthen and promote being a good citizenship and work effectiveness in the organization. Purpose: This study is related to the field of organizational behavior. The main aim of this research is to study the relation between OS levels with OCB in International committee of Red Cross (ICRC) in Erbil. The sample consisted of 41 officials working in (ICRC) in Erbil, Duhok and Suleimanyah offices. Design/Methodology/Approach: Method of this research is descriptive study, in kinds of the simple linear regression. For Data collection, survey method is used. Accordingly, for measure the basic concept of research, respectively, OCB questionnaires of Podsakoff (2000) includes 20 questions and OS of Ralph Katz (1988) included 16 questions have been applied. Cronbach alpha reliability of the questionnaire method for two variables, respectively referenced .92 & .95 are calculated and verified. Also using standardized questionnaires and consultation with experts will provide the Validity. Findings: Final results of study has showed a significant relation between OS and OCB in staff of (ICRC) in Erbil, Duhok and Suleimanyah. Finally, research Conceptual Model confirmed with goodness of fit.

Management's role in the management of executing change is a critical issue for successful outcomes of strategic initiatives. The purpose of this case study is to examine how an organisational justice framework can be used to explore employees' perceptions of trust, fairness, and the management of change during a period of strategic changes for a media organisation in Cyprus, and the role of leadership in these changes. A multiple-case study research design contributed to this qualitative case study in the interest of advancing organisational justice theory regarding fairness, trust, and the management of change from an employee perspective. The research design also produced valuable information and knowledge, since which management could more effectively implement organisational changes during times of strategic change.

In organizational life, the issue of technology and workers’ alienation has attracted global attention among researchers. Alienation is a phenomenon preventing man from achievement of his potential at work. As a consequence of this, disillusionment is experienced by the worker. He finds no sense of satisfaction in his work.  It is on this ground that, this paper examined the influence of technology on workers’ alienation in two contrasting work environment in Ilorin, Kwara State. As such, Blauner’s theory of technology and alienation was applied to this study. The sample was selected using the quota and convenient sampling techniques. Thus, a total of 106 questionnaires were administered to the workers of Kamwire industry and Ministry of health in Ilorin and 96 were retrieved. The chi-square technique was used to analyze the obtained data, using the Statistical Package for Social Sciences (SPSS). The findings from thestudy revealed that, there is a significant relationship between t...

This study primarily seeks to investigate the relationship between the perceived communication characteristics of the organization's social media page and the job pursuit intentions of job seekers. It also tries to find the mediating role of organizational personality in the association with perceived communication characteristics of the organization's social media page and job seekers' job pursuit intentions. Based on signaling theory, we propose that job seekers rely on perceived communication characteristics of a social media page (social presence and informativeness) as signals of the organization's personality (warmth and competence), which in turn relate to job pursuit intention.

The aim of this study is to examine the effects of locus of control on organizational citizenship behaviors and the mediating effect of the perceived organizational support. For this aim, firstly, the locus of control, then organizational citizenship behaviors and, finally, the mediating effect of the perceived organizational support are explained. In the application part, a questionnaire including the measures of the locus of control, organizational support and organizational citizenship behaviors is distributed to employees of one of the leading private universities in Turkey and the data were assessed by statistical analysis methods. Finally, it is found that there is a positive relationship among locus of control, organizational citizenship behaviors and the mediating effect of the perceived organizational support.

This study explores the relationship between organizational red tape and work alienation. While bureaucratic controls have long been considered sources of worker detachment, the relationship between red tape and managerial alienation has not been explicitly tested. When managers encounter rules, regulations, or procedures that seem pointless yet burdensome, these encounters may simultaneously trigger the key psychological ingredients of alienationpowerlessness and meaninglessness. These in turn are expected to reduce organizational commitment, job involvement, and job satisfaction, alienation indicators used in this study. To test these expectations, the study uses data from the National Administrative Studies Project (NASP-II). NASP-II surveyed managers in state health and human service agencies, producing a response rate of approximately 53 percent. Statistical analyses indicate that perceived personnel red tape is a consistently negative and statistically significant influence in all alienation models. Perceived organizational red tape is statistically significant and negative in all but the job involvement model. Other bureaucratic control mechanisms included in the models also appear to be sources of alienation, including centralization and technology routineness. However, formalization appears to be a mitigating, not exacerbating, influence on alienation. Considered together, these results suggest that red tape and other forms of bureaucratic control have adverse effects on the psychological attachment felt by public managers to their workplace. Recent studies have associated red tape with a variety of organizational attributes, including a reduction in benefits provided to clients (Scott and Pandey 2000), a more riskaverse decision culture (Bozeman and Kingsley 1998), and higher technological innovation (Moon and Bretschneider 2002; Pandey and Bretschneider 1997). One

Though service recovery plays a key role in industrial clients’ post-recovery supplier evaluations, the impact of customers’ cultural orientation on the effectiveness of supplier-instigated proactive recovery (i.e., a supplier’s recovery efforts before clients notice/complain) remains tenuous, particularly in emerging (vs. developed) markets. Addressing this gap, we develop a model that examines (a) the moderating role of clients’ cultural orientation on the association of supplier-instigated proactive recovery and client-perceived recovery-related justice, and (b) the impact of customer-perceived justice on relationship quality in the emerging (vs. developed) market context. To test the model, we deploy a cross-cultural scenario-based experiment using 117 Danish industrial clients (i.e., developed market) and 109 Iranian industrial clients (i.e., emerging market). The results suggest that customers’ cultural orientation partially moderates the relationship of suppliers’ proactive r...

This study investigated the causes of organizational injustice and how this influences employees’ job outcomes in public sector organizations in Pakistan. Two models were constructed and analyzed to fulfill the research goals. Data were obtained using a simple random sampling technique. Of the sample, 254 employees of public sector organizations filled out self-administered questionnaires. Multiple regression was applied to test direct proposed hypotheses. To evaluate the organizational injustice’s indirect effect on organizational performance due to employees’ job dissatisfaction, the mediation test of Preacher and Hayes (2004) was applied. The results showed that organizational injustice negatively impacts affective commitment and perceived organizational performance. Moreover, job dissatisfaction impacts the relationship in organizational injustice, perceived organizational performance and affective commitment.

Though service recovery plays a key role in industrial clients' post-recovery supplier evaluations, the impact of customers' cultural orientation on the effectiveness of supplier-instigated proactive recovery (i.e., a supplier's recovery efforts before clients notice/complain) remains tenuous, particularly in emerging (vs. developed) markets. Addressing this gap, we develop a model that examines (a) the moderating role of clients' cultural orientation on the association of supplier-instigated proactive recovery and client-perceived recovery-related justice, and (b) the impact of customer-perceived justice on relationship quality in the emerging (vs. developed) market context. To test the model, we deploy a cross-cultural scenario-based experiment using 117 Danish industrial clients (i.e., developed market) and 109 Iranian industrial clients (i.e., emerging market). The results suggest that customers' cultural orientation partially moderates the relationship of suppliers' proactive recovery and customer-perceived justice, in turn boosting relationship quality in the emerging/developed market context.

The study on work motivation and commitment among contingent faculty members in higher education institutions provides valuable insights into the factors that influence their job satisfaction and performance. It highlights the need for interventions that address issues such as job security, compensation, and professional development opportunities to improve their overall work experience. The findings also emphasize the importance of creating a supportive work environment that fosters collaboration, respect, and communication among all members of the academic community. By implementing these interventions, institutions can increase the commitment and motivation of contingent faculty members, resulting in improved student outcomes and a more positive work culture.

Indian women are fast moving from conventional jobs to night-shift jobs in transnational call centers. Women working at night is a relatively new phenomenon and stands apart from the usual Indian lifestyle. Night work and the dual burden of work and family have adverse implications on women employees' physical and psychological health. The paper highlights the occupational health hazards of women employees of international call centers through a systematic review of 38 articles published between 2000 and 2018. Data and evidence from studies on women employees of international call centers in India reveal that odd working hours against the biological clock make women employees suffer from several health problems. Women were more prone to health problems as compared to their counterparts. The responsibility of balancing work and family leads to high levels of stress. Despite the attractive salary package, most women employees suffer health hazards and psychological disorders.

A survey study of 214 professional immigrants born in mainland China was undertaken to examine their adaptation into the Australian workplace. It investigates the predictors of acculturation strategy selection including language proficiency, education experience in the host country, work-related experience outside the home country, and social support at work. Cluster analysis showed that professional Chinese immigrants have a predominant preference to maintain their home culture while logistic regression revealed that a model combining higher levels of English proficiency and social support at work predicted higher levels of acculturation. Findings also revealed that social support at work is the better indicator of acculturation among this immigrant group. The article concludes with practical implications for organizations and managers and research directions for future work.

This study examines the causal relationship between perceived justice, emotions, and the sharing of brand experiences by airline passengers on virtual travel communities. Additionally, it investigates how passengers' meta-perception and social media usage characteristics moderate the association between perceived justice and the sharing of brand experiences. The study utilizes a mixed methods approach, employing both a critical incident approach and a factorial design experiment to explore the proposed relationships. The critical incident approach involves conducting interviews with a convenient sample of 16 travelers, comprising both genders. These interviews aim to identify issues that arise from the travelers' perspective when receiving services, as well as to understand the dimensions of perceived justice and the associated emotions during service recovery. By analyzing the anecdotes gathered through the critical incident approach and synthesizing the existing literature, hypotheses are formulated and subsequently tested using a factorial design experiment. Data for the experiment are collected through a convenient sample using the mall intercept technique, resulting in a total of 171 randomly assigned scenarios. The findings reveal that perceived justice and emotions play a crucial role in explaining the sharing of brand experiences within social media-based travel communities. These findings offer valuable insights for the airline industry and online travel communities, particularly in managing service recovery and enhancing brand experiences.

Diese Studie ist eine empirische Untersuchung zum Einfluss politischer PR auf die (1) Fern-sehberichterstattung (2) in Wahlkampfzeiten (3) im Langsschnitt und stellt damit den (4) Ver-such dar, die PR-Forschung, die Wahlforschung und den Framing-Ansatz miteinander zu ver-binden. Das zentrale Erkenntnisinteresse gilt dem Zusammenhang zwischen Parteien-PR und TV-Wahlkampfberichterstattung am Beispiel des Bundestagswahlkampfs 2002. Die Berichter-stattung der Abendnachrichten von ARD, ZDF, RTL, Sat.1 und Pro7 in den letzten sechs Mo-naten vor der Bundestagswahl 2002 sowie das schriftliche Public-Relations-Material der bei-den Volksparteien SPD und CDU/CSU in diesem Zeitraum wurden inhaltsanalytisch unter-sucht. Statt einer konventionellen Determinierungsstudie handelt es sich hier um eine Untersu-chung zur Entstehung politischer Kommunikation, die nach dem Zusammenhang von politi-scher Primarkommunikation (hier politische PR) und politischer Medienberichterstattung (hier Fernsehberichte...

The customer-salesperson dyad is strongly influenced by indigenous cultures regarding the context in which dyads occur and are understood to be meaningful. Prior research suggests that majority of established theories in sales and marketing communication reflect biases of western thought and are one-sidedly dominated by U.S. and European centric, individualistic, and efficiency-oriented approaches. The present study rethinks the concept of interpersonal listening in personal sales and its applicability from indigenous and comparative perspectives and asks the following questions: 1. Are the consequences of ILPS the same in countries where the culture is dramatically different? 2. Along with the relationship of ILPS with customer retention, is there any mediating effect of Interaction Satisfaction (IS) on Trust? A conceptual model, postulating linkages of a salesperson's listening behaviour to customer's IS, Trust, and Long-Term Commitment (LTC), was tested using partial least squares (PLS).

Though service recovery plays a key role in industrial clients' post-recovery supplier evaluations, the impact of customers' cultural orientation on the effectiveness of supplier-instigated proactive recovery (i.e., a supplier's recovery efforts before clients notice/complain) remains tenuous, particularly in emerging (vs. developed) markets. Addressing this gap, we develop a model that examines (a) the moderating role of clients' cultural orientation on the association of supplier-instigated proactive recovery and client-perceived recovery-related justice, and (b) the impact of customer-perceived justice on relationship quality in the emerging (vs. developed) market context. To test the model, we deploy a cross-cultural scenario-based experiment using 117 Danish industrial clients (i.e., developed market) and 109 Iranian industrial clients (i.e., emerging market). The results suggest that customers' cultural orientation partially moderates the relationship of suppliers' proactive recovery and customer-perceived justice, in turn boosting relationship quality in the emerging/developed market context.

The social exchange perspective comprises a diverse range of social-psychological theories aimed at the economic analysis of non-economic situations, drawing from sources in economics, psychology, and anthropology. The exchange theories developed in the latter half of the twentieth century with the works of behavioral sociologist George C Homans, as a theoretical alternative to Parsonian functionalism.

This article attempts to extend prior research by testing the effects of justice components (distributive, procedural, and interactional) on customer satisfaction beyond the expectancy disconfirmation paradigm. To this end, two separate field survey studies were conducted. A total of 568 customers were surveyed in 38 hotels and 40 restaurants. The results showed that distributive justice was critical in predicting customer satisfaction, while the influence of procedural and interactional justice was secondary. Justice concepts were also robust against the simultaneous inclusion of disconfirmation and performance in the satisfaction equation. The article concludes with theoretical and managerial implications, as well as opportunities for future research.

Human resource practices requiring employee participation or involvement in work-related decision-making have been commonly believed to be beneficial to work outcomes; however, we suggest that the effects of those practices on work outcomes can be limited by individual preferences, which influence the perceived quality of supervision. Drawing upon prior research on work structure, person–environment (P-E) fit perspective, and perceived organizational support, we examine the joint effects of autonomy and preference for autonomy on employee work outcomes (task performance and organizational citizenship behaviors) that are mediated via perceived supervision (individualized consideration) among U.S. state government employees. The results showed that the congruence between autonomy and preference for autonomy was associated with the highest level of perceived individualized consideration by supervisors, highlighting the important role played by perceptions of the supervisor behavior in ...