Managing the Ethical Climate of Customer-Contact Service Employees

By Charles H. Schwepker, Michael D. Hartline. 2005

229 citations recorded by the source corpus.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/231d0174d3db2a748994f29e20f0e90dc9d18034

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In Information Systems and Management

In Organizational Behavior and Human Resource Management

In Sociology and Political Science

Citations in the corpus

The Impact of Moral Stress Compared to Other Stressors on Employee Fatigue, Job Satisfaction, and Turnover: An Empirical Investigation (2012, background): “Additionally, organizations can encourage discussions of moral-related issues in the workplace, which researchers have found simultaneously increase employee perceptions of a more ethical climate and reduce role-related moral stress (Schwepker and Hartline 2005).”
Procedural Justice, Work Engagement, and Job Outcomes: Evidence from Nigeria (2011, result): “Such a practice is observed in similar studies whose samples included hotel employees ( Hartline & Ferrell, 1996 ; Schwepker & Hartline, 2005 ).”
Effects of Individual and Organizational Factors on Job Satisfaction and Intent to Stay in the Hotel and Restaurant Industry (2010, background): “Although a study by Schwepker and Hartline (2005) found no effect or relationship, most prior studies support a strong association between job stress and job satisfaction.”
The effects of ethical climate on organizational identification, supervisory trust, and turnover among salespeople (2011, background): “In addition, an organization's long-term success with customers is often based on clients' ethical perceptions of the firm (Babin et al., 2004; Schwepker and Hartline, 2005).”
Procedural justice, ethical climate and service outcomes in restaurants (2008, background): “Schwepker and Hartline (2005) suggest that customer-contact employees may behave unethically in order to cover their mistakes (e.g., concealing mistakes or errors in service delivery; or damage to customers’ possessions), or to increase business (overcharging, performing unnecessary services).”
The Impact of Human Resource Management Practices and Corporate Sustainability on Organizational Ethical Climates: An Employee Perspective (2013, background): “Looking at the organizational features, some published research has pointed to the importance of enforcing ethical codes (Schwepker and Hartline 2005) and of organizational empowerment and communication (Parboteeah et al. 2010), accentuating in particular that communication is positively associated…”
The Role of Ethical Climate on Salesperson’s Role Stress, Job Attitudes, Turnover Intention, and Job Performance (2006, methodology): “The sales literature points out the role that ethics can play in role stressors (e.g., Chonko and Burnett 1983; Ho et al. 1997; Schwepker and Hartline 2005).”