@article {Yang:March 2008:0963-1798:29,
	author = "Yang, Jixia",
	title = "Can't serve customers right? An indirect effect of co-workers' counterproductive behaviour in the service environment",
	journal = "Journal of Occupational and Organizational Psychology",
	volume = "81",
	year = "March 2008",
	abstract = "In this paper, I suggest that counterproductive behaviour in the workplace has ripple effects throughout the service environment. Specifically, it was hypothesized that co-workers' organizationally and interpersonally directed counterproductive behaviour will have a negative, indirect association with focal employees' service performance, through the mediation of psychological perceptions of climate for service. Survey data were collected from 293 employees and their corresponding managers working at a fast-food restaurant chain, consisting of 16 stores. Structural equation modelling results supported the hypothesized relationships.",
	pages = "29-46(18)",
	url = "http://www.ingentaconnect.com/content/bpsoc/joop/2008/00000081/00000001/art00003"
	doi = "doi:10.1348/096317907X203742"
}