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A Quantitative Assessment of the Relationship among Social Undermining, Emotional Exhaustion, and Deviant Behaviors.

紀錄類型:	書目-電子資源 : Monograph/item
正題名/作者:	A Quantitative Assessment of the Relationship among Social Undermining, Emotional Exhaustion, and Deviant Behaviors./
作者:	Wesley, Angela T.
出版者:	Ann Arbor : ProQuest Dissertations & Theses, : 2019,
面頁冊數:	171 p.
附註:	Source: Dissertations Abstracts International, Volume: 80-09, Section: A.
Contained By:	Dissertations Abstracts International80-09A.
標題:	Business administration. -
電子資源:	http://pqdd.sinica.edu.tw/twdaoapp/servlet/advanced?query=13807319
ISBN:	9780438979215

A Quantitative Assessment of the Relationship among Social Undermining, Emotional Exhaustion, and Deviant Behaviors.
Wesley, Angela T.

A Quantitative Assessment of the Relationship among Social Undermining, Emotional Exhaustion, and Deviant Behaviors. - Ann Arbor : ProQuest Dissertations & Theses, 2019 - 171 p.

Source: Dissertations Abstracts International, Volume: 80-09, Section: A.

Thesis (D.B.A.)--Capella University, 2019.

This item must not be sold to any third party vendors.

Past research examined the relationship among social undermining, emotional exhaustion, and deviant behavior. However, no research has been conducted to understand the relationship between employee mood, LMX quality, and these three variables with customer-facing employees in for-profit higher education. This study used the theoretical framework of social undermining theory, which examines the psychological effects of efforts to harm a salesperson's reputation, relationships, or success in the workplace. The scope of this study was to determine the relationships among social undermining (supervisor, co-worker, and customer), emotional exhaustion, and deviant behavior (frontline, organizational, and interpersonal) for customer-facing employees in for-profit higher education. A quantitative, non-experimental methodology was used to investigate three research questions: What relationship does supervisor undermining, co-worker undermining, and customer undermining have with frontline deviance (RQ1), organizational deviance (RQ2), and interpersonal deviance (RQ3), both directly, and through the mediating variable of emotional exhaustion? Seventy-one customer-facing employees who work in for-profit higher education in the United States participated in the online survey. Linear regression revealed a significant relationship between frontline deviance and co-worker undermining F (1,69) = 23.522, p < .001, with an R² of 0.254.; frontline deviance and customer undermining F (1,69) = 31.957, p < .001, R² of 0.317.; frontline deviance and supervisor undermining F (1,69) = 10.682, p = .002, R² of 0.134.; and a significant relationship between frontline deviance and the mediating variable of emotional exhaustion F (1,69) = 39.861, p < .001, R² of 0.366. When social undermining triggered emotional exhaustion, it increased the likelihood of frontline deviance. A significant relationship was found between organizational deviance and co-worker undermining F (1,69) = 4.824, p = .031, with an R² of 0.065.; and organizational deviance and customer undermining F (1,69) = 10.013, p = .002, R² of 0.127. Organizational deviance was unrelated to supervisor undermining. Emotional exhaustion did not mediate the relationships between the independent variables (customer undermining and co-worker undermining) and organizational deviance. There was a significant relationship between interpersonal deviance and customer undermining F (1,69) = 11.119, p = .001, with an R² of 0.139.; and interpersonal deviance and co-worker undermining F (1,69) = 11.850, p = .001, R² of 0.147. Interpersonal deviance was unrelated to supervisor undermining. Emotional exhaustion did not mediate the relationships between the independent variables (customer undermining and co-worker undermining) and interpersonal deviance. The present study provides the first evidence of how social undermining, emotional exhaustion, and deviant behavior impact customer-facing employees in for-profit education in the United States. Specifically, it gives proof that emotional exhaustion mediates the relationship between social undermining and frontline deviance. While this study did not find evidence for the mediating effect of emotional exhaustion on the relationship between social undermining in addition to other forms of deviance (organizational deviance, interpersonal deviance), it did replicate the relationship between social undermining (customer and co-worker) on organizational and interpersonal deviance. These findings add to social undermining theory by establishing support to the possible cause of deviant behavior in a different industry and population.

ISBN: 9780438979215Subjects--Topical Terms:

3168311
Business administration.
Subjects--Index Terms:

Deviant behavior

A Quantitative Assessment of the Relationship among Social Undermining, Emotional Exhaustion, and Deviant Behaviors.
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245 1 0 $a A Quantitative Assessment of the Relationship among Social Undermining, Emotional Exhaustion, and Deviant Behaviors.
260 1 $a Ann Arbor : $b ProQuest Dissertations & Theses, $c 2019
300 $a 171 p.
500 $a Source: Dissertations Abstracts International, Volume: 80-09, Section: A.
500 $a Publisher info.: Dissertation/Thesis.
500 $a Advisor: Mays, Daniel.
502 $a Thesis (D.B.A.)--Capella University, 2019.
506 $a This item must not be sold to any third party vendors.
520 $a Past research examined the relationship among social undermining, emotional exhaustion, and deviant behavior. However, no research has been conducted to understand the relationship between employee mood, LMX quality, and these three variables with customer-facing employees in for-profit higher education. This study used the theoretical framework of social undermining theory, which examines the psychological effects of efforts to harm a salesperson's reputation, relationships, or success in the workplace. The scope of this study was to determine the relationships among social undermining (supervisor, co-worker, and customer), emotional exhaustion, and deviant behavior (frontline, organizational, and interpersonal) for customer-facing employees in for-profit higher education. A quantitative, non-experimental methodology was used to investigate three research questions: What relationship does supervisor undermining, co-worker undermining, and customer undermining have with frontline deviance (RQ1), organizational deviance (RQ2), and interpersonal deviance (RQ3), both directly, and through the mediating variable of emotional exhaustion? Seventy-one customer-facing employees who work in for-profit higher education in the United States participated in the online survey. Linear regression revealed a significant relationship between frontline deviance and co-worker undermining F (1,69) = 23.522, p < .001, with an R² of 0.254.; frontline deviance and customer undermining F (1,69) = 31.957, p < .001, R² of 0.317.; frontline deviance and supervisor undermining F (1,69) = 10.682, p = .002, R² of 0.134.; and a significant relationship between frontline deviance and the mediating variable of emotional exhaustion F (1,69) = 39.861, p < .001, R² of 0.366. When social undermining triggered emotional exhaustion, it increased the likelihood of frontline deviance. A significant relationship was found between organizational deviance and co-worker undermining F (1,69) = 4.824, p = .031, with an R² of 0.065.; and organizational deviance and customer undermining F (1,69) = 10.013, p = .002, R² of 0.127. Organizational deviance was unrelated to supervisor undermining. Emotional exhaustion did not mediate the relationships between the independent variables (customer undermining and co-worker undermining) and organizational deviance. There was a significant relationship between interpersonal deviance and customer undermining F (1,69) = 11.119, p = .001, with an R² of 0.139.; and interpersonal deviance and co-worker undermining F (1,69) = 11.850, p = .001, R² of 0.147. Interpersonal deviance was unrelated to supervisor undermining. Emotional exhaustion did not mediate the relationships between the independent variables (customer undermining and co-worker undermining) and interpersonal deviance. The present study provides the first evidence of how social undermining, emotional exhaustion, and deviant behavior impact customer-facing employees in for-profit education in the United States. Specifically, it gives proof that emotional exhaustion mediates the relationship between social undermining and frontline deviance. While this study did not find evidence for the mediating effect of emotional exhaustion on the relationship between social undermining in addition to other forms of deviance (organizational deviance, interpersonal deviance), it did replicate the relationship between social undermining (customer and co-worker) on organizational and interpersonal deviance. These findings add to social undermining theory by establishing support to the possible cause of deviant behavior in a different industry and population.
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653 $a Emotional exhaustion
653 $a For-profit
653 $a Higher education
653 $a Sales
653 $a Social undermining
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710 2 $a Capella University. $b Business and Technology. $3 2095645
773 0 $t Dissertations Abstracts International $g 80-09A.
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791 $a D.B.A.
792 $a 2019
793 $a English
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