Incivility Begets Incivility: Understanding the Relationship Between Experienced and Enacted Incivility with Customers Over Time

Thomas, Candice L.; Johnson, Lars U.; Cornelius, Andrea M.; Cobb, Haley R.; Murphy, Lauren D.; Vega, Dulce M.

doi:10.1007/s10869-022-09795-2

Cited by 12 publications

(8 citation statements)

References 101 publications

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“…Spector and Fox (2002) argued that stressor-induced negative emotions shape maladaptive coping responses of individuals. Specifically, individuals engage in CWBs to cope with the negative affect evoked by a stressor (Zhou et al, 2018;Thomas et al, 2022). This is in line with affective events theory (Weiss and Cropanzano, 1996) which posits that events in the workplace evoke emotions in employees, which, in turn, influence their attitudes and behaviors.…”

Section: Mediating Role Of Work-related Negative Affectsupporting

confidence: 60%

Abusive supervision and cyberloafing: an investigation based on Stressor-Emotion-CWB theory

Bhattacharjee

Sarkar

2023

ITP

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PurposeCyberloafing is an organization-directed counterproductive work behavior (CWB). One stream of literature deems cyberloafing to be bad for organizations and their employees, while another suggests cyberloafing is a coping response to stressful work events. Our work contributes to the latter stream of literature. The key objective of our study is to examine whether cyberloafing could be a means to cope with a stressful work event-abusive supervision, and if yes, what mediating and boundary conditions are involved. For this investigation, the authors leveraged the Stressor-Emotion-CWB theory which posits that individuals engage in CWB to cope with the negative affect generated by the stressors and that this relationship is moderated at the first stage by personality traits.Design/methodology/approachUsing a multi-wave survey design, the authors collected data from 357 employees working in an Indian IT firm. Results revealed support for three out of the four hypotheses.FindingsBased on the Stressor-Emotion-CWB theory, the authors found that work-related negative affect fully mediated the positive relationship between abusive supervision and cyberloafing, and work locus of control (WLOC) moderated the positive relationship between abusive supervision and work-related negative affect. The authors did not find any evidence of a direct relationship between abusive supervision and cyberloafing. Also, the positive indirect relationship between abusive supervision and cyberloafing through work-related negative affect was moderated at the first stage by the WLOC such that the indirect effect was stronger (weaker) at high (low) levels of WLOC.Originality/valueThis work demonstrates that cyberloafing could be a way for employees to cope with their abusive supervisors.

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Section: Mediating Role Of Work-related Negative Affectsupporting

confidence: 60%

Abusive supervision and cyberloafing: an investigation based on Stressor-Emotion-CWB theory

Bhattacharjee

Sarkar

2023

ITP

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“…Based on the experience sampling study of customer interactional injustice, Dahling (2017) found negative emotions mediate the transaction-level connection between mental exhaustion and deviance from display rules. In addition, experienced patient incivility is indirectly associated with intensified future incivility toward patients due to increased negative emotions (Thomas et al, 2022). Besides, negative affect mediated the moderating (intensifying) impact of "taskperformance-focused situational strength" on the personality traits (agreeableness and conscientiousness, but not emotional stability) and CWB relationship (Dalal et al, 2020).…”

Section: Broad Negative Affectmentioning

confidence: 96%

“…This mediating impact is stronger in settings of low perceived organisational support (POS) than in conditions of high POS (Xu et al, 2021). Experienced patient incivility, on the other hand, is associated with increased future incivility toward patients via higher compassion fatigue (Thomas et al, 2022).…”

Section: Fatiguementioning

confidence: 98%

“…In addition, employees' anger can be fuelled by the negative emotions caused by unfair events (Barclay & Kiefer, 2019). On the other hand, compassion fatigue and negative emotions may result from interactions with customers whose actions are perceived as unfair or rude (Dahling, 2017;Thomas et al, 2022). The reviewed literature also suggests that supervisor-subordinate relationships, supervisors' actions, and supervisors' expressions would result in emotional experiences at work.…”

Section: Unpleasant Treatment/attitudes Of Othersmentioning

confidence: 99%

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Systematic Literature Review: Affective Experiences as a Predictor of Counterproductive Work Behaviour

Mastana¹,

Makhbul²,

Ayob³

et al. 2023

J. Professional Business Review

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Purpose: This study aims to systematically review the literature on counterproductive work behaviour (CWB) to understand better the role of affective experiences in predicting such behaviour. Theoretical framework: Since CWB can have devastating effects on both individuals and organisations, there has been rising concern about the issue. Meanwhile, recent studies have demonstrated the substantial influence of affective experiences on CWB. Therefore, it’s common to view such experiences as immediate causes of CWB in the workplace. However, a lack of research has systematically examined this relationship. Design/methodology/approach: This study follows PRISMA (Preferred Reporting Items for Systematic reviews and Meta-Analyses) guidelines by integrating multiple research designs from 2017 to 2022 to investigate the phenomenon of affective experiences-CWB. The relevant literature review was selected from two (2) established databases, Scopus and Web of Science. Findings: Thematic analysis yielded three (3) overarching themes as predictors of affective states at work: unpleasant treatment/attitudes of others, job stressors, and dispositional distribution. Affective states that predict CWB were also identified, with two (2) primary themes (broad negative and positive affect) and seven (7) sub-themes (discrete negative and positive emotions). Furthermore, two (2) major themes, internal and external mechanisms, appear to be underlying mechanisms in the relationship between affective experiences and CWB. Research, Practical & Social implications: This study offers valuable insight into the state of knowledge and practical implementation for future strategies. Originality/value: This work may be the first study to systematically review the literature on the topic of CWB from an affective experience perspective. The work contributes to the existing literature on affective experience-CWB in two (2) major ways. First, the study provides a more in-depth explanation of the predictors, implications, and underlying mechanisms, of the relationship between affective experiences and CWB by thoroughly reviewing the relevant empirical studies. Second, it identifies important research gaps and recommends a path forward for future studies in this field.

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“…, 2018). For example, a longitudinal study conducted in a high-stakes nursing setting found that incivility from patients is positively related to nurses' negative emotions (Thomas et al. , 2022).…”

Section: Theoretical Background and Hypotheses Developmentmentioning

confidence: 99%

A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes

Wu,

Groth,

Zhang

et al. 2023

JOSM

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PurposeAlthough service researchers have long suggested that customer mistreatment adversely impacts service employees' outcomes, statistical integration of current empirical findings has been lacking. This meta-analysis aims to review and statistically synthesize the state of research on the relationship between customer mistreatment and service employees' affective, attitudinal and behavioral outcomes.Design/methodology/approachThe authors included 221 effect sizes of 135 independent samples from 119 primary studies (N = 47,964). The authors used a meta-analytic approach to quantitatively review the relationship between customer mistreatment and service employees' affective, attitudinal and behavioral outcomes. Meta-analysis structural equation modeling was used to explore the mediation mechanism of service employees' affective outcomes on the relationships between customer mistreatment and employees' attitudinal and behavioral outcomes. Meta-regression was applied to explore the impact of contextual-level moderators (i.e. service provider type and service delivery mode) on these relationships. Furthermore, we compared the effects of customer mistreatment with the effects of other organizational-related factors on some commonly measured employee outcomes.FindingsThe results show that customer mistreatment has a significant negative impact on service employees' affective outcomes (i.e. negative emotions), attitudinal outcomes (i.e. job satisfaction, organizational commitment, work engagement and turnover intention) and behavioral outcomes (i.e. job performance, surface acting and emotional labor). Additionally, service employees' negative emotions mediate the association between customer mistreatment and employees' job satisfaction, turnover intention, surface acting and emotional labor. Furthermore, the relationships between customer mistreatment and service employees' negative emotions and job performance are influenced by a contextual-level moderator (i.e. service delivery mode).Originality/valueThe authors contribute to the literature by providing robust meta-analytic estimates of the effects of customer mistreatment on a variety of service employees' affective, attitudinal and behavioral outcomes, as well as the different magnitudes of the effect sizes between customer mistreatment and other job-related and personality-related factors by quantifying the true variability of the effect sizes. The authors draw on current theories underpinning customer mistreatment to test a theoretical model of the mediation mechanism of service employees' affective outcomes (i.e. service employees' negative emotions) on the relationships between customer mistreatment and employees' attitudinal and behavioral outcomes. The authors explore the effects of two contextual-level factors (i.e. service provider types and service delivery mode) related to the service delivery context that may account for the variability of effect sizes across empirical studies.

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Incivility Begets Incivility: Understanding the Relationship Between Experienced and Enacted Incivility with Customers Over Time

Cited by 12 publications

References 101 publications

Abusive supervision and cyberloafing: an investigation based on Stressor-Emotion-CWB theory

Abusive supervision and cyberloafing: an investigation based on Stressor-Emotion-CWB theory

Systematic Literature Review: Affective Experiences as a Predictor of Counterproductive Work Behaviour

A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes

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