Are counterproductive workplace behaviors related to customer experience?

2007 ◽  
Author(s):  
Robert C. Baker ◽  
Tara Myers ◽  
Christine Murphy
2017 ◽  
Vol 38 (11) ◽  
pp. 1505-1527 ◽  
Author(s):  
Kristen Lucas ◽  
Andrew S. Manikas ◽  
E. Shaunn Mattingly ◽  
Cole J. Crider

While there has been a growing body of research on workplace dignity, the majority of studies tend to focus on how dignity is experienced by organizational members, paying considerably less attention to consequences for organizations. In this study, we explore the influence of workplace dignity on employee work behaviors that affect organizational performance. Framing our inquiry with Sharon Bolton’s yet-untested multidimensional theory of dignity, we analyze Randy Hodson’s content-coded ethnographic data to reveal that increases in workplace dignity tend to predict increases in employee engagement, yet have mixed effects on counterproductive workplace behaviors. Following a post-hoc ethnographic reimmersion, we identify the critical role of safe and secure working conditions in enabling and constraining employees’ ability to redress or resist workplace indignities with counterproductive workplace behaviors.


2020 ◽  
pp. 204138662096255
Author(s):  
Eko Yi Liao ◽  
Amy Yamei Wang ◽  
Cheryl Qianru Zhang

We adopt a multi-foci perspective to provide a theory-driven quantitative review of employee counterproductive workplace behaviors (CWBs) by meta-analyzing the relationships between CWB and four groups of antecedents. Specifically, CWB antecedents stemming from four sources—supervisors, organization, coworkers, and private life—were included to investigate differences in their relationships with employee CWB. Based on the Conservation of Resources Theory, we argue that favorable and unfavorable correlates relate to employee CWB to different degrees. The meta-analysis included 181 field studies with 223 independent samples. Results indicated that unfavorable antecedents correlate more strongly with CWB than favorable antecedents. We also found that supervisor- and organization-related antecedents have stronger relationships with CWB than those from the two other groups. Implications include a deeper understanding of which situational factors relate the most—or least—to CWB which can help better address CWB in the workplace.


Author(s):  
Darin Holderness Jr. ◽  
Kari Joseph Olsen ◽  
Edward C. Tomlinson

Prior research has explored how psychological entitlement (a trait) fuels worker expressions of self-interest and leads to fraudulent and other counterproductive workplace behaviors. However, entitlement can also be conceptualized as a state. As such, managers might unwittingly contribute to workers’ sense of entitlement through administrative decisions that increase workers’ state entitlement. We examine the distinction and hypothesized interaction between trait and state entitlement and their effects on workplace outcomes. We test our hypotheses in two settings where worker expressions of self-interest may manifest – in the context of a hypothetical job offer negotiation and an employment simulation. We find that non-contingent bonuses increase state entitlement. We also find that both employees’ state and trait entitlement influence workplace outcomes. Thus, to limit negative outcomes due to entitlement in the workplace, managers should consider both whom they hire as well as how workplace incentives foster an entitled workforce.


2011 ◽  
Vol 108 (2) ◽  
pp. 606-616
Author(s):  
Stefan Stieger ◽  
Cornelia K. Kastner ◽  
Martin Voracek ◽  
Adrian Furnham

320 adults rated 48 counterproductive workplace behaviors (CWBs) on a 9-point scale, from petty to serious offense, and also completed the Just World Beliefs scale. Ratings of the seriousness of the CWBs indicated considerable variability in perceptions, with theft and physical violence rated most strongly. A factor analysis yielded five interpretable factors. Older participants were more likely to rate as more serious all counterproductive workplace behaviors.


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