Cass Shum and Ankita Ghosh (both Hospitality) recently published their paper "Safety or Service? Effects of Employee Prosocial Safety-Rule-Breaking on Consumer Satisfaction" in the International Journal of Hospitality Management. The paper showed that employees' prosocial safety-rule breaking hurts consumer satisfaction because it decreases both service performance and perceived safety. It further showed the negative impacts are stronger for customers who observe the rule-breaking than those who request the rule-breaking. The paper highlights the importance of safety-rule adherence during the COVID-19 pandemic.
