The Hidden Costs of Pro-Customer Rule Breaking: How It Fuels Employee Expediency
Published online on December 22, 2025
Abstract
Cornell Hospitality Quarterly, Volume 67, Issue 2, Page 187-200, May 2026.
While prior research has emphasized the beneficial effects of pro-customer rule breaking (PCRB) on service outcomes, its impact on the employees themselves has received limited attention. However, engaging in PCRB may have unintended negative consequences ...
While prior research has emphasized the beneficial effects of pro-customer rule breaking (PCRB) on service outcomes, its impact on the employees themselves has received limited attention. However, engaging in PCRB may have unintended negative consequences ...