A call for transformation: Exit, Voice, Loyalty and Neglect (EVLN) in response to workplace incivility

Dolev, Niva; Itzkovich, Yariv; Fisher-Shalem, Orit

doi:10.3233/wor-213548

Cited by 3 publications

(1 citation statement)

References 35 publications

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“…There is also evidence that experiencing negative emotions increases one's level of physiological and psychological arousal, which, cumulatively, has a harmful effect on affective and cognitive functioning (Szczygiel et al, 2012), mental and physical health (Gross et al, 2011), contributes to employee burnout (Szczygieł & Mikolajczak, 2018) and reduced optimism (Bunk & Magley, 2013) because they influence the content and the process of people's thinking (Zhao et al, 2007). Furthermore, recent study by Dolev et al (2021) empirically proven that EVLN reactions (destructive behaviors) to incivility were dynamic and were underpinned by appraisals and emotions. H2: Customer incivility positively affect frontline employees' negative emotion.…”

Section: Customer Incivility and Negative Emotionmentioning

confidence: 99%

The Effect of Customer Incivility on Frontline Employee Using EVLN Model: Mediated by Negative Emotion and Moderated by Job Meaningfulness

Hamid¹,

Subramaniam²

2023

IJARBSS

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The service industry is a unique sector of frequent interactions between customers and employees, particularly with frontline employees play a crucial role in determining service quality and customers' satisfaction. However, experiencing customer incivility is a reality for many frontline employees. Past research has established that dealing with customer incivility is extremely stressful and can lead them to engage in destructive behavior. Those behavior is likely to cause various forms of negative employee well-being and decreased organizational performance. The purpose of this study is to delve deeper into the experience of customer incivility from the perspective of frontline employees and their respond to destructive behavior using the EVLN (exit, voice, loyalty and neglect) model. Furthermore, this study also examines what mitigates and exacerbates the negative influence of customer incivility by measuring the mediating effect of negative emotion and moderating effects of job meaningfulness. Therefore, the objective of this study is to investigate the relationship between customer incivility and destructive behavior, and to examine the role of job meaningfulness as a moderator and negative emotion as a mediator. Data was analyzed using the PLS-SEM. The results showed that customer incivility influenced employee's destructive behavior through their negative emotion. On the other hand, job meaningfulness mitigates the employee's destructive behavior. The findings from this study can drive organizations to motivate their employees and provide a flexible job structure to encourage the employees to have a feeling of meaningfulness towards their job.

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Section: Customer Incivility and Negative Emotionmentioning

confidence: 99%

The Effect of Customer Incivility on Frontline Employee Using EVLN Model: Mediated by Negative Emotion and Moderated by Job Meaningfulness

Hamid¹,

Subramaniam²

2023

IJARBSS

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Delving into preschool teachers’ revenge – a mediated-moderated model that explores the deeper nuances of hot and cold revenge among preschool teachers

Itzkovich

2024

Curr Psychol

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While revenge has captured the attention of researchers, certain nuances have been disregarded. Some studies have recognized the existence of two distinct forms of revenge — “hot” or “cold” — but the specific conditions underlying these variants have been overlooked. The present two studies delve into the boundary conditions that differentiate hot and cold revenge. By analyzing data collected from 172 and 107 preschool teachers in studies one and two, respectively, this research confirms the presence of both emotional (hot) and calculated (cold) revenge responses. Furthermore, it uncovers the mechanisms driving these two revenge types and identifies a trade-off between vertical solidarity motivated by pragmatic ambitions and revenge, representing divergent resource acquisition strategies. The findings' relevance for decreasing vindictive behaviours and future research avenues are discussed.

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Targets’ Coping Responses to Workplace Bullying with Moderating Role of Perceived Organizational Tolerance: A Two-Phased Study of Faculty in Higher Education Institutions

Levia

Kaur

2023

IJERPH

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This study aims to examine the relationship between workplace bullying and Exit-Voice-Loyalty-Neglect (EVLN) coping responses with Perceived Organizational Tolerance (POT) of bullying as moderator using the integrated model of reactance and learned helplessness theory. The data has been collected from junior faculty in higher education institutes of Punjab. The study has been conducted in two phases, with phase 1 including identifying targets of workplace bullying using cut-off scores and phase 2 studying the perceived organizational tolerance. The results show that junior faculty chooses neglect as a coping response and that the level of perceived organizational tolerance moderates the relationship between workplace bullying and exit-voice-neglect. This study contributes to existing literature by employing integration of theories and using multi-level research design. It also is an addition to the literature on the coping response of targets to workplace bullying in higher education and is a rare attempt at operationalizing perceived organizational tolerance and its relation with workplace bullying.

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A call for transformation: Exit, Voice, Loyalty and Neglect (EVLN) in response to workplace incivility

Cited by 3 publications

References 35 publications

The Effect of Customer Incivility on Frontline Employee Using EVLN Model: Mediated by Negative Emotion and Moderated by Job Meaningfulness

The Effect of Customer Incivility on Frontline Employee Using EVLN Model: Mediated by Negative Emotion and Moderated by Job Meaningfulness

Delving into preschool teachers’ revenge – a mediated-moderated model that explores the deeper nuances of hot and cold revenge among preschool teachers

Targets’ Coping Responses to Workplace Bullying with Moderating Role of Perceived Organizational Tolerance: A Two-Phased Study of Faculty in Higher Education Institutions

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