Journal of Occupational and Organizational Psychology

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Volume 81 Issue 1 (March 2008), Pages 1-167

Can't serve customers right? An indirect effect of co‐workers' counterproductive behaviour in the service environment (pages 29-46)

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.

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