The influence of social undermining on the service employee's customer-oriented boundary-spanning behavior

2013 ◽  
Vol 27 (7) ◽  
pp. 539-550 ◽  
Author(s):  
Jaewon Yoo
2021 ◽  
pp. 026839622110278
Author(s):  
Sixuan Zhang ◽  
Dorothy Leidner ◽  
Xin Cao ◽  
Ning Liu

Extant research on the antecedents of workplace cyberbullying pays little attention to the role of perpetrator traits in influencing workplace cyberbullying, as well as the unique occurrence context that distinguishes workplace cyberbullying with juvenile cyberbullying, workplace bullying, and adult cyberbullying in general. To fill these gaps, we consider the antecedents of workplace cyberbullying under the theoretical lens of the general theory of crime and routine activities theory. We build a model incorporating low self-control, a widely discussed perpetrator trait in criminology theories, with three types of routine activities representing the unique occurrence context for workplace cyberbullying--mWork, boundary spanning in ESM, and proactive email checking. We tested our model with 2025 employees in the U.S.. Our findings demonstrate that low self-control and the three routine activities are strong motivators for workplace cyberbullying. Our findings further show that the effect of low self-control on workplace cyberbullying is amplified by the three routine activities. The study contributes to our understanding of why workplace cyberbullying occurs and offers potential implications for managers interested in reducing incidences of workplace cyberbullying in their organization.


2021 ◽  
pp. 109467052198945
Author(s):  
Mahesh Subramony ◽  
Markus Groth

Service work is rapidly evolving as a result of technological innovations, changing employment norms, and a variety of environmental challenges. Yet, the scope of service work scholarship appears to be restricted to traditional frontline employees occupying boundary-spanning positions in formal private-sector service organizations. Given the “perfect storm” of multiple disruptions, we believe that the time is ripe for service scholars to reexamine how service work is being (and will be) enacted in a changing world. In this editorial, we propose an expansion of the “service worker” construct, recommend a deeper exploration of the experiences of service workers, and call to situate these experiences within an evolving service work ecosystem. Our aim is to spark interdisciplinary dialogue related to service work in order to foster service scholarship and practice that are responsive to the changing world.


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