Workplace Mistreatment

Hanrahan, Michael P.

doi:10.1002/9781118539415.wbwell029

Cited by 7 publications

(2 citation statements)

References 47 publications

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“…Workplace incivility is a psychosocial hazard that many business leaders find difficult to address. It has been conceptualized as “low-intensity, disrespectful or rude deviant workplace behavior with ambiguous intent to harm the target and is in violation of workplace norms for mutual respect” ([ 1 ], p.457); put differently, workplace incivility refers to thoughtless and rude deeds that ignore or violate conventional norms of respectful and ethical behavior in the workplace [ 2 ]. Notably, these actions are subtle, passive, and indirect [ 1 ].…”

Section: Introductionmentioning

confidence: 99%

To complain or not to complain: Management responses as a moderator in the relationship between workplace incivility and workplace outcomes among Australia and singaporean targets

Loh,

Khan,

Talukder

2023

Heliyon

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Section: Introductionmentioning

confidence: 99%

To complain or not to complain: Management responses as a moderator in the relationship between workplace incivility and workplace outcomes among Australia and singaporean targets

Loh,

Khan,

Talukder

2023

Heliyon

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“…, 2010, p. 468). Specifically, it depicts insufficient mutual respect and ethical behaviours (Hanrahan and Leiter, 2014; Torres et al. , 2017) that is expected between customers and service providers.…”

Section: Introductionmentioning

confidence: 99%

The straw that breaks the camel's back: service provider vulnerability to customer incivility

Loh

Khan

Johns

2022

JSTP

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PurposeUncivil customer behaviour is a concern for service providers and can result in increasing vulnerability for them or their customers. This paper aimed to investigate the interactional link between customer incivility and service provider retaliation and job outcomes. Furthermore, power distance orientation and gender were investigated as potential moderators between customer and retaliation incivilities.Design/methodology/approachFive hypotheses were examined empirically through structural equation modelling. Overall, 679 (356 males and 323 females) service providers recruited across three countries, namely Australia (N = 233), Singapore (N = 199) and the Philippines (N = 247), were surveyed online.FindingsThe results indicated that incivility caused work exhaustion, which negatively impacted job satisfaction. Power distance orientation moderated the association between customer and retaliatory incivilities, leading to exhaustion and dissatisfaction with one's job. Importantly, the results also revealed that the female service providers with a higher power distance tend to instigate incivility compared to their male counterparts.Originality/valueBy incorporating both conservation of resource and negative spiral incivility theories, this study provided an integrated and cohesive explanation for both the direct and interaction effects between customer incivility, retaliatory incivility and work outcomes. In addition, the finding that emotional exhaustion promoted job dissatisfaction highlighted the importance of examining the former's role especially among the female service providers with a higher power distance as they may be less able to restrain their retaliatory behaviours during uncivil incidents. Several practical solutions aimed at reducing the vulnerability encountered by the mistreated service providers were proposed.

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Lashing out: emotional exhaustion triggers retaliatory incivility in the workplace

Loh

Saleh

2022

Heliyon

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Incivility in the workplace is a growing problem in many workplaces that can detrimentally affect employees and organisations. Despite this increasing problem, the current literature on incivility lacks an integrated theoretical model to explain engaged and retaliated incivility in the workplace. To address this gap, we tested a model which incorporated both Spiral Theory of Incivility with Conservation of Resource Theory to explain the underlying processes involve in the relationship between engaged and retaliatory workplace incivility. Specifically, retaliatory incivility was hypothesised as an influencing factor, work withdrawal and job dissatisfaction as consequences, and emotional exhaustion as a moderator. A total of 875 employees in multinational organisations across three countries were panel surveyed. The overall result from the Structural Equation Modelling (SEM) indicated that the fit indices for the proposed model fulfilled all recommended levels. Importantly, emotional exhaustion was found to be the trigger point in the negative spiral of workplace incivility. Theoretical implications and practical considerations were discussed.

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Workplace Mistreatment

Cited by 7 publications

References 47 publications

To complain or not to complain: Management responses as a moderator in the relationship between workplace incivility and workplace outcomes among Australia and singaporean targets

To complain or not to complain: Management responses as a moderator in the relationship between workplace incivility and workplace outcomes among Australia and singaporean targets

The straw that breaks the camel's back: service provider vulnerability to customer incivility

Lashing out: emotional exhaustion triggers retaliatory incivility in the workplace

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