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035 a| (Sirsi) o1419035458;

035 a| (OCoLC)1419035458;

049 a| EREE;

090 a| HD7260.6;

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.;

502 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;

949 o| wjh;

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

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

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