How does cyber incivility affect work withdrawal? The mediating role of basic need satisfaction and burnout and moderating role of conscientiousness

Abstract

Purpose

The purpose of this study was to explore the effects of cyber incivility on adverse work outcomes of work withdrawal and turnover intention. Specifically, we draw on self-determination theory and conservation of resources theory to examine the mediating roles of basic need satisfaction and burnout in the relationship between cyber incivility and work outcomes.

Design/methodology/approach

We used Mplus 7.4 software with a maximum likelihood robust (MLR) estimator to test the structural equation modeling. We followed Anderson and Gerbing’s guidelines to test the hypotheses.

Findings

The results based on time-lagged data from 685 full-time workers in the United States provide support for the hypotheses that cyber incivility is indirectly associated with work withdrawal and turnover intention through basic need satisfaction and burnout. We also found that for individuals with high conscientiousness, the negative direct effect of cyber incivility on basic need satisfaction and the positive indirect effects of cyber incivility on work withdrawal and turnover intention through basic need satisfaction and burnout are stronger than for individuals with lower conscientiousness.

Originality/value

Our research revealed that when employees experience cyber incivility, they enter a defensive mode to protect their already stretched resources from unfulfilled basic need satisfaction. Specifically, experiencing cyber incivility interferes with meeting basic need satisfaction and leads to burnout, which, in turn, triggers defensive work withdrawal and turnover intention.

Citation

Ju, B.(J). and Pak, S. (2024), "How does cyber incivility affect work withdrawal? The mediating role of basic need satisfaction and burnout and moderating role of conscientiousness", Cross Cultural & Strategic Management, Vol. 31 No. 3, pp. 406-436. https://doi.org/10.1108/CCSM-03-2022-0052