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035 a| (OCoLC)1419035458;

090 a| HD7260.6;

049 a| EREE;

100 1 a| McAdams, Ellen,e| author.?| UNAUTHORIZED;

245 10 a| What's wrong with a rumor? :b| workplace undermining and customer-oriented outcomes /c| by Ellen McAdams.;

264 1 a| [Greenville, N.C.] :b| [East Carolina University],c| 2023.;

300 a| 1 online resource (54 pages);

336 a| textb| txt2| rdacontent;

337 a| computerb| c2| rdamedia;

338 a| online resourceb| cr2| rdacarrier;

347 a| text fileb| PDFc| 699.2 KB2| rda;

538 a| System requirements: Adobe Reader.;

538 a| Mode of access: World Wide Web.;

502 b| M.A.c| East Carolina Universityd| 2023.;

500 a| Presented to the Faculty of the Department of Psychology;

500 a| Advisor: Mark C. Bowler;

500 a| Title from PDF t.p. (viewed December 18, 2024).;

520 3 a| 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.;

504 a| Includes bibliographical references.;

650 0 a| Work environmentx| Research.=| ^A96199;

650 0 a| Employee morale.=| ^A7719;

650 0 a| Engagement (Philosophy)=| ^A274275;

650 0 a| Consumer satisfaction.=| ^A3793;

653 a| Social undermining;

653 a| affectivity;

653 a| service outcomes;

700 1 a| Bowler, Mark C.,e| degree supervisor.?| UNAUTHORIZED;

710 2 a| East Carolina University.b| Department of Psychology.?| UNAUTHORIZED;

856 40 z| Access via ScholarShipu| http://hdl.handle.net/10342/13261;

994 a| C0b| ERE;

596 a| 1 4;

998 a| 6302730;

999 a| CLICK ON WEB ADDRESSw| ASISc| 1i| 6302730-1001l| JNETm| JOYNERr| Ys| Yt| JNE3ETDu| 1/26/2024x| ETDz| JERESOURCE;

999 a| CLICK ON WEB ADDRESSw| ASISc| 1i| 6302730-2001l| HSLELECm| HSLr| Ys| Yt| HEETDu| 1/26/2024x| ETDz| HERESOURCE;

What's wrong with a rumor? : workplace undermining and customer-oriented outcomes / by Ellen McAdams.

Author/creator	McAdams, Ellen author.
Other author	Bowler, Mark C., degree supervisor.
Other author	East Carolina University. Department of Psychology.
Format	Theses and dissertations
Publication	[Greenville, N.C.] : [East Carolina University], 2023.
Description	1 online resource (54 pages)
Supplemental Content	Access via ScholarShip
Subjects	Work environment--Research. Employee morale. Engagement (Philosophy) Consumer satisfaction.

Summary	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.
General note	Presented to the Faculty of the Department of Psychology
General note	Advisor: Mark C. Bowler
General note	Title from PDF t.p. (viewed December 18, 2024).
Dissertation note	M.A. East Carolina University 2023.
Bibliography note	Includes bibliographical references.
Technical details	System requirements: Adobe Reader.
Technical details	Mode of access: World Wide Web.

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What's wrong with a rumor? : workplace undermining and customer-oriented outcomes / by Ellen McAdams.

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