Can't serve customers right? An indirect effect of co-workers' counterproductive behaviour in the service environment

Author: Yang, Jixia¹

Source: Journal of Occupational and Organizational Psychology, Volume 81, Number 1, March 2008 , pp. 29-46(18)

Publisher: British Psychological Society

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Abstract:

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.

Document Type: Research article

DOI: 10.1348/096317907X203742

Affiliations: 1: Department of Management, City University of Hong Kong, Kowloon, Hong Kong

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