Who will pay for customers' fault? Workplace cheating behavior, interpersonal conflict and traditionality

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.

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