@article{ref1,
title="Can't serve customers right? An indirect effect of co‐workers' counterproductive behaviour in the service environment",
journal="Journal of occupational and organizational psychology",
year="2008",
author="Yang, Jixia",
volume="81",
number="1",
pages="29-46",
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.<p />",
language="",
issn="0963-1798",
doi="10.1348/096317907X203742",
url="http://dx.doi.org/10.1348/096317907X203742"
}