Who will pay for customers' fault? Workplace cheating behavior, interpersonal conflict and traditionality
ISSN: 0048-3486
Article publication date: 19 July 2021
Issue publication date: 9 August 2022
Abstract
Purpose
Despite workplace cheating behavior is common and costly, little research has explored its antecedents from customers' perspective. The current study aims to investigate the indirect mechanisms between customer mistreatment and cheating behavior, and exam the moderated role of traditionality.
Design/methodology/approach
Drawing on conservation of resources theory, the authors examine how customer mistreatment affects workplace cheating behavior. They test their hypotheses using a time-lagged field study of 183 employees.
Findings
The results show that customer mistreatment is positively related to interpersonal conflict with customers, which positively affects workplace cheating behavior. Traditionality moderates the indirect effect of customer mistreatment on workplace cheating behavior.
Originality/value
This study calls for researchers' attention to exploring the antecedents of workplace cheating behavior from customers' perspective, and first provides empirical evidence on the relationship between customer mistreatment and workplace cheating behavior, which has never been examined.
Keywords
Acknowledgements
Funding: This study is sponsored by the National Natural Science Foundation of China (72072110); China Postdoctoral Science Foundation (2019M662391); Humanity and Social Science Youth foundation of Ministry of Education of China (20YJC630103); Natural Science Foundation of Shandong Province: (ZR201911090224); Shanghai Philosophy and Social Science Planning Project (2019BGL001).
Citation
Men, C., Huo, W. and Wang, J. (2022), "Who will pay for customers' fault? Workplace cheating behavior, interpersonal conflict and traditionality", Personnel Review, Vol. 51 No. 6, pp. 1672-1689. https://doi.org/10.1108/PR-05-2020-0309
Publisher
:Emerald Publishing Limited
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