Advisor | Bowler, Mark C | |
Author | McAdams, Ellen Elizabeth | |
Date Accessioned | 2024-01-16T17:29:28Z | |
Date Available | 2024-01-16T17:29:28Z | |
Date Created | 2023-12 | |
Date of Issue | 2023-12-05 | |
xmlui.metadata.dc.date.submitted | December 2023 | |
Identifier (URI) | http://hdl.handle.net/10342/13261 | |
Description | The purpose of this study was to examine the customer-oriented outcomes of supervisor and co-worker undermining, specifically, examining the differential impact of supervisor and co-worker undermining on customer- and service-oriented organizational citizenship behavior (OCB), and customer-directed counterproductive workplace behavior (CWB). Positive and negative affectivity were assessed, the latter being a commonly utilized control variable within social undermining literature, to identify their moderating impact. Results indicate that supervisor and coworker undermining do not share a significant relationship with customer and service-oriented OCB, and were not adequate in predicting their presence alone. After adding positive and negative affect, the relationship was significant, with positive affect predicting both engagement in service-oriented OCB, as well as customer-oriented OCB. Supervisor and coworker undermining, were, however, significant and positive indicators of engagement in customer-directed CWB, with negative affect also emerging as a strong predictor. Results suggest that, although customer- and service-oriented OCB were not associated to supervisor or coworker undermining, customer-directed CWB was significantly associated and should be investigated further to unravel the temporal relationship between undermining and engagement in customer-directed CWB, and also to isolate the presence of negative affect in this relationship. | |
Mimetype | application/pdf | |
Language | en | |
Publisher | East Carolina University | |
Subject | Social undermining, stress, affectivity, service outcomes | |
Title | What's Wrong with a Rumor? Workplace Undermining and Customer-Oriented Outcomes | |
Type | Master's Thesis | |
xmlui.metadata.dc.date.updated | 2024-01-11T20:14:11Z | |
Department | Psychology | |
xmlui.metadata.dc.degree.name | M.A. | |
xmlui.metadata.dc.degree.level | Masters | |
xmlui.metadata.dc.degree.discipline | MA-Psychology General-Theoretic | |
xmlui.metadata.dc.degree.grantor | East Carolina University | |
xmlui.metadata.dc.degree.department | Psychology | |
xmlui.metadata.dc.type.material | text | |