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| Tekijä: | Jehn, K.A. Scott, E.D. |
| Otsikko: | Perceptions of deception: making sense of responses to employee deceit |
| Lehti: | Journal of Business Ethics
2008 : JUN III, VOL. 80:2, p. 327-247 |
| Asiasana: | airlines customer relations employees ethics fraud reputation |
| Kieli: | eng |
| Tiivistelmä: | In this research, the effects that customer perceptions of employee deception have on the customers' attitudes toward an organization are examined. Based on interview, archival, and observational data within the international airline industry, a model is developed to explain the complex effects of perceived dishonesty on observer's attitudes and intentions toward the airline. The data revealed three types of perceived deceit (about beliefs, intentions, and emotions) and three additional factors that influence customer intentions and attitudes: the players involved, the beneficiaries of the deceit, and the harm done by the perceived lie. A model with specific propositions is developed to guide organizations with respect to apparently deceitful behavior of their employees. |
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