What's Wrong with a Rumor? Workplace Undermining and Customer-Oriented Outcomes

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dc.contributor.advisorBowler, Mark C
dc.contributor.authorMcAdams, Ellen Elizabeth
dc.contributor.departmentPsychology
dc.date.accessioned2024-01-16T17:29:28Z
dc.date.available2024-01-16T17:29:28Z
dc.date.created2023-12
dc.date.issued2023-12-05
dc.date.submittedDecember 2023
dc.date.updated2024-01-11T20:14:11Z
dc.degree.departmentPsychology
dc.degree.disciplineMA-Psychology General-Theoretic
dc.degree.grantorEast Carolina University
dc.degree.levelMasters
dc.degree.nameM.A.
dc.description.abstractThe 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.
dc.format.mimetypeapplication/pdf
dc.identifier.urihttp://hdl.handle.net/10342/13261
dc.language.isoen
dc.publisherEast Carolina University
dc.subjectSocial undermining, stress, affectivity, service outcomes
dc.titleWhat's Wrong with a Rumor? Workplace Undermining and Customer-Oriented Outcomes
dc.typeMaster's Thesis
dc.type.materialtext

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