Complaints from online driver-partners against transportation companies tend to occur frequently about the services provided. Online are required reduce service failures that occur. The complaints themselves seen have fluctuated. However, do not prevent new enthusiasts joining as partners. purpose of this study was determine effect recovery on complaint handling satisfaction and customer affect...

The relationships between transformational leaders and several follower outcomes have been well investigated, but the mechanism through which these leadership behaviors relate to such is relatively unexplored. By investigating mediating role of interactional justice, using structural equation modeling analyses, data collected from supervisors direct reports at various organizational levels, pre...

Digital transformation has become one of the government programs. In an organization full diversity, leaders need to carry out good governance. Proper diversity management is needed for organizations with diverse employees. Diversity can be felt by employees from two perspectives, namely how see existing and organization's efforts maintain diversity. Apart being applied managing organizations, ...

In order for organizations to continue their existence by reaching strategic goals and objectives, employees' perceptions of the justice within organization need be strengthened. With a high level organizational perception, emotional cognitive bond that employees establish with will contribute integration organization. The employee in every situation condition effort achievement is shaped quali...

The purpose of this study was to investigate the determinants of police officers’ intentions to quit their current department. For this purpose, we analysed US survey data that included a large set of police officers from the Baltimore Police Department in Maryland. Our results indicate that more effective cooperation between units, a higher trust in the work partner (social capital), a higher ...

Previous studies of moral reasoning have treated moral reasoning as a product of the individual. This article extends the study of moral reasoning by analyzing its use in strategic interaction. I analyze how participants in a naturally occurring situation of conflict use moral arguments strategically and negotiate over the types of arguments that are acceptable. Gilligan’s Care and Justice mode...

In a world of ongoing organisational transformation, the psychological contract between the employer and the employee is open to violation. It is imperative that senior managers, as change agents, have a good understanding of the psychological contract and how it influences employee behaviour and attitudes towards their job and their organisation. This paper explains the concept of psychologica...

Currently, citizen-users show a noticeable preference for in-person communication, over Internet-based delivery channels. As a result, governmental agencies still face high numbers of contacts via more traditional service channels such as phone and desk. This chapter deals with the issue of interactional performance in public e-service delivery. It offers a conceptual framework built on the lit...

When service failure occurs, firms are advised to put in effort to recover customers, because lost customers typically result in substantial financial and reputational loss (Hogan, Lemon & Libai, 2003). However, despite such effort, 81% of customers who complained are still not happy with the complaint handling process (TARP, 2001). Hence, Davidow (2003) argues for improvement in strategic reco...

The present research examines episodes of favor exchange among peer employees. We posit that favor receivers' and favor givers' commitment to their exchange relationships with one another will be accounted for by different factors. As predicted, in 2 different organizational contexts, receivers' commitment to their relationships with givers was found to be more related to their judgments of the...