Why employee psychopathy leads to counterproductive workplace behaviours : an analysis of the underlying mechanisms

ABSTRACT

The purpose of this study is to examine possible explanatory mechanisms linking employee secondary psychopathy to counterproductive workplace behaviour (CWB). Based on the emotion-centred model of voluntary work behaviour we argue that secondary psychopathy is characterized by unfavourable cognitive appraisal tendencies, which in turn positively relate to negative affectivity. We further assume that this cognitive-affective process enhances CWB. We also include primary psychopathy into our research model to test if the presumed mechanism applies to both psychopathy dimensions. We collected daily-survey data from 470 employees (1670 days) and analysed these data using multilevel structured equation modelling. We found strong support for the hypothesized serial mediation model, indicating that secondary psychopathy triggers dysfunctional cognitive-affective tendencies and consequently increases the likelihood of CWB. The proposed model did not hold up for primary psychopathy. Our study outlines the presence of distorted cognition-affective patterns in employee secondary psychopathy only. These patterns seem to play a key role in explaining the link between employee secondary psychopathy and deviant workplace behaviour. Based on this procedural knowledge relevant implications for theory and practice are provided.     

Investigating employees’ emotional and cognitive reactions to customer mistreatment: an experimental study

ABSTRACT

With increasing market competitiveness, companies strive to deliver high-quality services. Negative reactions from employees to customer mistreatment erodes the quality of the service provided. This study investigated whether negative emotions and cognitive impairment are mechanisms through which customer mistreatment is related to generalized customer-directed incivility. 157 Italian (Study 1) and 259 Irish (Study 2) research participants completed questionnaires which included an experimental task that manipulated customer misbehaviour levels through scenarios to create three conditions (control, incivility, verbal aggression). Emotional reactions, cognitive impairment and generalized customer-directed incivility intentions as a result of the scenarios were investigated. In both studies, participants in the mistreatment conditions reported more negative emotions, greater cognitive impairment and higher generalized customer-directed incivility intentions than those in the control condition. In Italy (Study 1) negative emotions mediated the relationship between exposure to a customer mistreatment event and generalized customer-directed incivility intentions, but not in Ireland (Study 2), demonstrating the importance of considering contextual conditions in understanding such mediating mechanisms. This study extends research by showing how a single encounter with a misbehaving customer can contribute to the development of incivility intentions towards customers as entities. The implications of these findings for theory and practice are discussed.