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Trickle-In Effects: How Customer Deviance Behavior Influences Employee Deviance Behavior

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Date Issued:
2015
Abstract/Description:
Prior research has established trickle-down effects (including trickle-out effects) in organizations, that is, perceptions, attitudes, and behavior may flow downward from an individual at a higher level of the organizational hierarchy (e.g., a supervisor) to another individual at a lower hierarchical level (e.g., a frontline employee), or from a frontline employee to an external member (e.g., a customer). Complementing the extant literature, this dissertation examines trickle-in effects, specifically, I examine whether customers' interpersonal and organizational deviance behavior will trickle-in through organizational boundary to influence a frontline employee's interpersonal and organizational deviance behavior.Specifically, I propose customers' interpersonal and organizational deviance behavior will trickle-in through organizational boundaries to affect employees' interpersonal and organizational deviance behavior. In addition, I develop a multiple-mediator model to test the different possible mechanisms underlying trickle-in effects: social exchange, social learning, displaced aggression, self-regulation, and social interactionist model. Two studies were conducted to test my propositions. In retail settings, Study 1 finds customers' interpersonal deviance behavior trickled-in through organizational walls to influence employees' interpersonal and organizational deviance behavior through displaced aggression mechanism. Study 2, collecting data from call centers, demonstrates customers' organizational deviance behavior trickled-in to influence employees' organizational deviance behavior through social learning processes.
Title: Trickle-In Effects: How Customer Deviance Behavior Influences Employee Deviance Behavior.
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Name(s): Wo, Xuhui, Author
Ambrose, Maureen, Committee Chair
Schminke, Marshall, Committee Member
Taylor, Shannon, Committee Member
Bennett, Rebecca, Committee Member
University of Central Florida, Degree Grantor
Type of Resource: text
Date Issued: 2015
Publisher: University of Central Florida
Language(s): English
Abstract/Description: Prior research has established trickle-down effects (including trickle-out effects) in organizations, that is, perceptions, attitudes, and behavior may flow downward from an individual at a higher level of the organizational hierarchy (e.g., a supervisor) to another individual at a lower hierarchical level (e.g., a frontline employee), or from a frontline employee to an external member (e.g., a customer). Complementing the extant literature, this dissertation examines trickle-in effects, specifically, I examine whether customers' interpersonal and organizational deviance behavior will trickle-in through organizational boundary to influence a frontline employee's interpersonal and organizational deviance behavior.Specifically, I propose customers' interpersonal and organizational deviance behavior will trickle-in through organizational boundaries to affect employees' interpersonal and organizational deviance behavior. In addition, I develop a multiple-mediator model to test the different possible mechanisms underlying trickle-in effects: social exchange, social learning, displaced aggression, self-regulation, and social interactionist model. Two studies were conducted to test my propositions. In retail settings, Study 1 finds customers' interpersonal deviance behavior trickled-in through organizational walls to influence employees' interpersonal and organizational deviance behavior through displaced aggression mechanism. Study 2, collecting data from call centers, demonstrates customers' organizational deviance behavior trickled-in to influence employees' organizational deviance behavior through social learning processes.
Identifier: CFE0005741 (IID), ucf:50082 (fedora)
Note(s): 2015-05-01
Ph.D.
Business Administration, Dean's Office CBA
Doctoral
This record was generated from author submitted information.
Subject(s): trickle-down effects -- trickle effects
Persistent Link to This Record: http://purl.flvc.org/ucf/fd/CFE0005741
Restrictions on Access: campus 2020-05-15
Host Institution: UCF

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