Retaliating against Customer Interpersonal Injustice in a Singaporean Context: Moderating Roles of Self‐Efficacy and Social Support

Few studies have examined the relationship between customer injustice and employees' retaliatory counterproductive behaviors toward customers, and those that have done so have been conducted in a Western setting. We extend these studies by examining the relationship in a Singaporean context where retaliatory behaviors by employees might be culturally constrained. While the previously established positive relationship between customer injustice and counterproductive behaviors was not replicated using peer‐reported data from employees across two hotels in Singapore, we found that individuals' self‐efficacy and perceived social support moderated it. Specifically, the injustice‐to‐counterproductive behaviors relationship was positive for individuals with high self‐efficacy, and for those who perceived high levels of supervisor social support. The findings offer insights into when Singaporean employees and, potentially, employees from other Confucian Asian societies will retaliate against customer injustice, and provide practical implications of how managers can help employees cope with customer injustice.     

Persuasive communications to change actions: an analysis of behavioral and cognitive impact in HIV prevention.

This meta-analysis examined the validity of various theoretical assumptions about cognitive and behavioral change following a communication recommending condom use. The synthesis comprised 82 treatment and 29 control groups included in 46 longitudinal reports with measures of perceived severity and susceptibility, attitudes and expectancies, norms, perceptions of control, intentions, knowledge, behavioral skills, or condom use. Results indicated that across the sample of studies, communications taught recipients about facts related to HIV and also induced favorable attitudes and expectancies, greater control perceptions, and stronger intentions to use condoms in the future. Moreover, messages that presented attitudinal information and modeled behavioral skills led to increased condom use. Results are discussed in the context of theories of human behavior and change and in reference to HIV-prevention interventions.