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Can't serve customers right? An indirect effect of co‐workers' counterproductive behaviour in the service environment
Author(s) -
Yang Jixia
Publication year - 2008
Publication title -
journal of occupational and organizational psychology
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 2.257
H-Index - 114
eISSN - 2044-8325
pISSN - 0963-1798
DOI - 10.1348/096317907x203742
Subject(s) - structural equation modeling , mediation , psychology , social psychology , moderated mediation , association (psychology) , service (business) , perception , survey data collection , marketing , business , statistics , mathematics , neuroscience , political science , law , psychotherapist
In this paper, I suggest that counterproductive behaviour in the workplace has ripple effects throughout the service environment. Specifically, it was hypothesized that co‐workers' organizationally and interpersonally directed counterproductive behaviour will have a negative, indirect association with focal employees' service performance, through the mediation of psychological perceptions of climate for service. Survey data were collected from 293 employees and their corresponding managers working at a fast‐food restaurant chain, consisting of 16 stores. Structural equation modelling results supported the hypothesized relationships.