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Extra- and intra-organizational drivers of workplace deviance

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  • Gianfranco Walsh

Abstract

Workplace deviance is an employee behavior with detrimental effects on the organizational bottom line, which makes it of great interest for services management research. The author develops and estimates a model for understanding the relationship between extra- and intra-organizational antecedents and job satisfaction, which relates to workplace deviance. The model is tested using a sample of more than 270 occupationally diverse service employees. Results show that perceived customer unfriendliness, role ambiguity and service climate predict job satisfaction, which negatively affects workplace deviance. These results suggest implications for service management research and practice.

Suggested Citation

  • Gianfranco Walsh, 2014. "Extra- and intra-organizational drivers of workplace deviance," The Service Industries Journal, Taylor & Francis Journals, vol. 34(14), pages 1134-1153, October.
    • Handle: RePEc:taf:servic:v:34:y:2014:i:14:p:1134-1153
    DOI: 10.1080/02642069.2014.939645
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    Cited by:

    1. Steven W. Rayburn & David A. Gilliam, 2016. "Using work design to motivate customer-oriented behaviors," The Service Industries Journal, Taylor & Francis Journals, vol. 36(7-8), pages 339-355, June.
    2. Kim, Kyungyeol (Anthony) & Byon, Kevin K., 2018. "A mechanism of mutually beneficial relationships between employees and consumers: A dyadic analysis of employee–consumer interaction," Sport Management Review, Elsevier, vol. 21(5), pages 582-595.

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