Keywords
Trickle down effects, trickle effects
Abstract
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.
Notes
If this is your thesis or dissertation, and want to learn how to access it or for more information about readership statistics, contact us at STARS@ucf.edu
Graduation Date
2015
Semester
Spring
Advisor
Ambrose, Maureen
Degree
Doctor of Philosophy (Ph.D.)
College
College of Business Administration
Degree Program
Business Administration; Management
Format
application/pdf
Identifier
CFE0005741
URL
http://purl.fcla.edu/fcla/etd/CFE0005741
Language
English
Release Date
May 2020
Length of Campus-only Access
5 years
Access Status
Doctoral Dissertation (Open Access)
STARS Citation
Wo, Xuhui, "Trickle-In Effects: How Customer Deviance Behavior Influences Employee Deviance Behavior" (2015). Electronic Theses and Dissertations. 1319.
https://stars.library.ucf.edu/etd/1319