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Prior research has established trickle-down effects (including trickle-out effects) in organizations, that is, perceptions, attitudes, and behavior may flow downward from an individual at a higher level of the organizational hierarchy (e.g., a supervisor) to another individual at a lower hierarchical level (e.g., a frontline employee), or from a frontline employee to an external member (e.g., a customer). Complementing the extant literature, this dissertation examines trickle-in effects, specifically, I examine whether customers' interpersonal and organizational deviance behavior will trickle-in through organizational boundary to influence a frontline employee's interpersonal and organizational deviance behavior. Specifically, I propose customers' interpersonal and organizational deviance behavior will trickle-in through organizational boundaries to affect employees' interpersonal and organizational deviance behavior. In addition, I develop a multiple-mediator model to test the different possible mechanisms underlying trickle-in effects: social exchange, social learning, displaced aggression, self-regulation, and social interactionist model. Two studies were conducted to test my propositions. In retail settings, Study 1 finds customers' interpersonal deviance behavior trickled-in through organizational walls to influence employees' interpersonal and organizational deviance behavior through displaced aggression mechanism. Study 2, collecting data from call centers, demonstrates customers' organizational deviance behavior trickled-in to influence employees' organizational deviance behavior through social learning processes.

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Hydrotreating is the response to the necessity of a cleaner feed for downstream processes and reduced pollution. Hydrotreating catalysts are vital in this process; hence catalyst deactivation is a key issue. The principal objective of this research was the experimental study of hydrotreating catalyst deactivation due to arsenic compounds. The hydrotreating of light gas oil, in the presence and absence of an arsenic compound over a commercial NiMoS catalyst, was investigated in a trickle bed reactor (temperature 315-360˚C, space velocity = 1-3 h-1, pressure = 3MPa). Kinetics of first order for nitrogen and sulphur were found and activation energies values of 32 kj/mol and 76 kj/mol respectively. Studies of activity changes, suggested that arsenic mainly affects the conversion of sulfur compounds; which might indicate that arsenic prefers mainly the S edge of the catalysts. Activation energy values decreased after arsenic introduction, which may suggest pore plugging of the catalyst. / Chemical Engineering

Thesis (M. Eng.)(Chemical)--University of Pretoria, 2006. / Includes summary. Includes bibliographical references. Available on the Internet via the World Wide Web.

Thesis (M.Eng. (Chemical Engineering)) -- University of Pretoria, 2007. / Includes bibliographical references.

Thesis (M.Eng. (Chemical Engineering)) -- Universiteit van Pretoria, 2006. / Includes bibliographical references.

Thesis (M.Eng.(Chemical Engineering))--University of Pretoria, 2004. / Title from opening screen (viewed March 18, 2005). Includes summary. Includes bibliographical references.