The Effect of Situasional and Social Factors on Punishment Decision

摘要

Compliance behavior have been important part of behavior management in organization. Implementing quality system properly could not be sparated from compliance behavior of the employees who involved in service delivery process. Controlling behavior policies should be implementated properly and effectively. There were some factors that influenced management decision regarding punishment imposed for service standard violation behavior. The level of punishment can be influenced by social and situational factor. Social factor such as organizational identification strengh was reported affected commitment and compliance behavior of the employee toward the service quality standard as well as situational factor such as mortality salience which directly activated death related thought. According terror management theory developed by Pyszyczynki, Greenberg, Solomon, Lyon (1986), mortality salience condition had significant impact on punishment decision. Organizational identification relationship with punishment decision was moderated by mortality salience condition. The reseach findings contributed positive information to improve HR selection process and compliance policy design.