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Constructive deviance as a driver for performance in retail

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  • Mertens, Willem
  • Recker, Jan
  • Kummer, Tyge-F.
  • Kohlborn, Thomas
  • Viaene, Stijn

Abstract

A growing body of research is concerned with deviance in the workplace. While much research has explored negative forms of deviance, we examine constructive deviance: behaviour that deviates from salient norms and benefits the reference group. We empirically explore manifestations, determinants and performance outcomes of constructive deviance in standardised work processes. We do this through a mixed-methods study in bakery trading departments of an Australian retailer. We illustrate that constructive deviance occurs in these settings and show that some manifestations of constructive deviance improve organisational performance and pave the way for applying constructive deviance as a strategic tool in retail.

Suggested Citation

  • Mertens, Willem & Recker, Jan & Kummer, Tyge-F. & Kohlborn, Thomas & Viaene, Stijn, 2016. "Constructive deviance as a driver for performance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 30(C), pages 193-203.
    • Handle: RePEc:eee:joreco:v:30:y:2016:i:c:p:193-203
    DOI: 10.1016/j.jretconser.2016.01.021
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    References listed on IDEAS

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    Cited by:

    1. Ulrich Matthias König & Alexander Linhart & Maximilian Röglinger, 2019. "Why do business processes deviate? Results from a Delphi study," Business Research, Springer;German Academic Association for Business Research, vol. 12(2), pages 425-453, December.
    2. Tekmen, Esra Erenler & Kaptangil, Kerem, 2022. "The Determinants of Constructive Deviant Behaviour of Frontline Tourism Employees: An Exploration with Perceived Supervisory Support and Intrinsic Motivation," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 10(1), pages 58-74.
    3. Mortimer, Gary & Fazal-e-Hasan, Syed Muhammad & Strebel, Judi, 2021. "Examining the consequences of customer-oriented deviance in retail," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
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    5. Hao Ji & Jin Yan, 2023. "Why does counterproductive work behavior lead to pro-social rule breaking? The roles of impression management motives and leader-liking," Asia Pacific Journal of Management, Springer, vol. 40(4), pages 1323-1339, December.
    6. Syed Muhammad Fazal-e-Hasan & Gary Mortimer & Ian Lings & Harjit Sekhon & Kerry Howell, 2021. "Managing Relationships: Insights from a Student Gratitude Model," Research in Higher Education, Springer;Association for Institutional Research, vol. 62(1), pages 98-119, February.
    7. Tierney, Kieran D. & Oswald Karpen, Ingo & Westberg, Kate, 2022. "Brand meaning and institutional work: The light and dark sides of service employee practices," Journal of Business Research, Elsevier, vol. 151(C), pages 244-256.
    8. Mertens, Willem & Recker, Jan, 2020. "How store managers can empower their teams to engage in constructive deviance: Theory development through a multiple case study," Journal of Retailing and Consumer Services, Elsevier, vol. 52(C).
    9. Mertens, Willem & Recker, Jan, 2020. "Can constructive deviance be empowered? A multi-level field study in Australian supermarkets," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).

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