TY  - JOUR
PY  - 2008//
TI  - Can't serve customers right? An indirect effect of co‐workers' counterproductive behaviour in the service environment
JO  - Journal of occupational and organizational psychology
A1  - Yang, Jixia
SP  - 29
EP  - 46
VL  - 81
IS  - 1
N2  - 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 /> 
LA  - 
SN  - 0963-1798
UR  - http://dx.doi.org/10.1348/096317907X203742
ID  - ref1
ER  -