Feeling Guilt and Entitled: Two Faces of Unethical Pro-Organizational Behavior

We explored the psychological consequences of unethical pro-organizational behavior, and then uncovered behavioral outcomes. We hypothesized that engaging in unethical pro-organizational behavior simultaneously engender feelings of guilt and a sense of entitlement, which in turn have different effects on employees¡¯ customer service behavior and organizational citizenship behavior (OCB). Data from four studies using experimental and field methodologies showed that unethical pro-organizational behavior motivated customer service and OCB via guilt but inhibited the same behaviors via psychological entitlement. We concluded by discussing the theoretical and managerial implications.