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Academia is known for its high competitiveness, with prestige and diverse responsibilities and achievements being decisive determinants of success resulting in academic incivility. This paper extends Lazarus and Folkman's theory of stress by examining the moderating role of interpersonal justice (IJ) , as supervisory support, on academics' job satisfaction and depressivity.

The study recruited 185 academics from a public university in Malaysia to participate in a survey. Using the partial least squares- structural equation modeling (PLS-SEM) analysis, academic incivility was negatively related to job satisfaction, whilst positively related to depressivity.

As hypothesized, it was found that the predicted detrimental effect of academic incivility on job satisfaction was buffered by perceiving high IJ from their immediate supervisors, i.e. deans or heads of department. An unanticipated finding was that there was a stronger relationship between academic incivility and depressivity for those academics who perceived high supervisory IJ.

Further, academic management can formulate and revise zero-incivility policies and promote awareness explaining the detrimental impacts of incivility, despite support systems in academia.

This study provides the first empirical evidence showing the differential impact of supervisory IJ on two conditions of incivility–well-being relationships. Work culture and various sources of incivility should be considered for future research.

This research study looks at issues such as why does incivility occur, dynamics responsible for incivility with an emphasis on causes stimulated by the general context and its influence on the behavior of individuals, groups and organizations.

This paper provides a fresh perspective on workplace incivility by integrating institutional theory with empirical data from two case studies from academic institutions located in different continents to understand incivility in organizations. A comparative case analysis across two different geographical regions is used to validate the argument that institutional antecedents can influence micro-level organizational events such as employee incivility despite variance in geographical locations and cultural dimensions.

The findings of the study reveal that academic institutions are subject to uncivil behaviors, which could be a direct offshoot of the historical and cultural beliefs of the society. The general context of the studied cases led to workplace incivility mainly in the form of racial prejudices and sectarianism transferred to the organizational day-to-day practice. The paper suggests a pragmatic view for possible interventions to humanize workplaces where it is better not to adopt a “one size fits all” recipe to deal with such a complex phenomenon.

This paper provides a macro-level analysis of workplace incivility by assuming an institutional perspective to explore the relationships if any between incivility experienced by employees within an organization and the wider political and historical structuration of the society.

The study investigates the effect of an uncivil comment made by a party representative on social media and tests whether it can lead to a change in observers' attitude toward the party.

Data are collected from 196 respondents using a scenario-based survey. Proposed model is tested using partial least square structural equation modeling (PLS-SEM).

It is found that individual's moral identity and issue involvement influence perceived civility of the online post, which in turn affects attitude toward the party as well as the individual. It is observed that for high partisans, effect of perceived civility on attitude toward the party is stronger compared to low partisans. Party's lack of responsiveness to address the uncivil comment from its representative increases party's incivility accountability and lowers the partisan attitude toward the party.

The study presents a novel understanding of how political party representatives can influence the image of the party by engaging in an uncivil discourse on social media. Results support that strong partisan would react more unfavorably indicating that loyalty toward the party cannot be taken for granted.

The peer review history for this article is available at: https://publons.com/publon/10.1108/OIR-03-2020-0084

Antecedents and influences of workplace incivility have recently been studied in many areas of research but there is still a lack of consideration for the impact of culture. Theoretical considerations for the present research are based on the cultural dimensions of power distance and tightness/looseness because the collective levels of power distance are similar between Korea and Spain, but the collective levels of tightness/looseness are different between the two countries. The purpose of this paper is to examine whether individuals’ occupational position affects their normative reactions to incivility differently.

Participant (victim)’s (those who react to uncivil behaviors) social power (low vs high) and perpetrator’s (those who exhibit uncivil behaviors) social power (low vs high) were experimentally manipulated; all participants were randomly assigned to one of four perpetrator × victim conditions in relation to hierarchical positions (Ntot = 467).

The results suggest that the level of social and personal acceptability was greater either among Koreans than Spanish at a collective level or among people who endorsed higher power distance and tightness values. All in all, the findings highlight cultural influences on the importance of social hierarchy as a factor that can impact the people’s normative reactions to incivility.

The findings broaden our understanding of the psychology of employees in relation to incivility, by simultaneously considering the influences of culture (power distance and tightness/looseness) and social power.

There have been strides in workplace incivility (WI), but in what direction, angles and theoretical streams are they taking place? In light of it, the purpose of this review is to analyze the overall WI research output yielded in the initial decades of this century.

This investigation searched exclusively for empirical articles written in English that matched the terms incivility and WI in the websites of prominent peer-review publications covering the period of 19 years (i.e. 2000–2019). As a result, 93 peer-reviewed empirical studies were properly gathered and classified.

WI is one of the most relevant topics in OB studies under scrutiny in this moment. Corroborating such a perception is the huge amount of outlets that have been publishing about WI. In this sense, it is a topic that has gained strong interdisciplinary status, given the manifested interest of very distinct areas. Cross-sectional studies have prevailed in terms of method preferences, yet other approaches have been used. Of noteworthy is the shortage of qualitative and meta-analytic studies. Data provided evidence that a very limited number of nations (only 18 countries) have been investigated and it is not exactly surprising that the United States be the target of the majority of studies in this field. The antecedents and consequences of WI are the major focus of the investigations. But I found some evidence that that WI has been tested as performing the role of measure, mediator and moderator.

It focused exclusively on peer-review journals and articles written in English.

This endeavor contributes to the theory of WI by encompassing crucial aspects such as time horizon, major outlets, study types, country-level output, samples features, constructs perused, theoretical function of WI and research outcomes. In addition, it points out new potential research streams.

Workplace incivility has been identified as a specific form of social mistreatment causing distress despite its low intensity. Research on workplace incivility has touched on a variety of personal and contextual factors associated with incivility’s prevalence including research on both antecedents and outcomes. The research has been especially concerned with identifying a wide range of negative consequences of incivility, including various occupational, interpersonal, and health-related implications. Theoretical explorations have considered links of incivility to sexism and racism, and its reflection of attachment styles, as well as its inherent connection with the stressor-emotion model of counterproductive work behavior (Spector & Fox, 2005). The power of incivility to elicit distress has been attributed to its capacity to signal riskiness of social situations that thwart core social motives (i.e., self-control). Intervention research has been relatively rare, but progress is evident.

The purpose of this study is to explore the relationship between supervisor and coworkers’ workplace incivility and newcomer proactive behaviors. Drawing on conservation of resources (COR) theory, the authors examined resource depletion as a mediator and newcomer proactive personality, as well as their current organizational tenure as moderators of the relationship between workplace incivility toward newcomers and their proactive behaviors.

A time-lagged research design was used to test hypotheses with data covering 322 newcomers and their immediate supervisors in two subsidiaries of a large food processing company in China. Regression analysis using the PROCESS macro in SPSS is used to test the hypotheses.

The results show that workplace incivility toward newcomers is negatively related to their proactive behaviors. This relationship is mediated by resource depletion. Furthermore, newcomers’ proactive personality moderates the relationship between workplace incivility and resource depletion. Moreover, both the direct effect of workplace incivility on resource depletion and its indirect effect on newcomer proactive behaviors are moderated by the combination of newcomer proactive personality and their current organizational tenure.

Drawing on COR theory, a theoretical framework is constructed that specifies the process through which workplace incivility affects proactive behaviors to expand collective understandings of workplace incivility in the newcomer context. Furthermore, the boundary conditions of the underlying process are investigated, which further enhances the contribution of this paper to the extant literature on workplace incivility.

Incivility is widespread in the workplace and has been shown to have significant affective and behavioral consequences. However, the authors still have a limited understanding as to whether, how and when discrete incivility events impact team performance. Adopting a resource depletion perspective and focusing on the cognitive implications of such events, the authors introduce a multi-level model linking the adverse effects of such events on team members’ working memory – the “workbench” of the cognitive system where most planning, analyses, and management of goals occur – to team effectiveness. The model which the authors develop proposes that that uncivil interpersonal behavior in general, and rudeness – a central manifestation of incivility – in particular, may place a significant drain on individuals’ working memory capacity, affecting team effectiveness via its effects on individual performance and coordination-related team emergent states and action-phase processes. In the context of this model, the authors offer an overarching framework for making sense of disparate findings regarding how, why and when incivility affects performance outcomes at multiple levels. More specifically, the authors use this framework to: (a) suggest how individual-level cognitive impairment and weakened coordinative team processes may mediate these incivility-based effects, and (b) explain how event, context, and individual difference factors moderators may attenuate or exacerbate these cognition-mediated effects.

The domain of digital service not only includes digital service products made available for purchase but also the provision of digital customer service, such as customers seeking support on brands' social media channels. This type of digital customer service introduces new challenges not found in offline service recovery situations. This research highlights one such occurrence by investigating customer-to-customer (C2C) interactions during digital service recovery. In particular, dysfunctional dialog, such as online incivility (e.g. rude and insulting comments), directed at a complainant by a fellow customer is investigated.

Survey data from an online panel are utilized to test the hypothesized relationships between dysfunctional customer behavior (i.e. online incivility), C2C interactional justice, customer perceived service climate and three forms of experiential value using partial least squares structural equation modeling (PLS-SEM).

The results show that customer perceptions of the firm's service climate are negatively affected by online incivility but only when such incivility produces C2C injustice. This outcome is notable due to the strong relationship found between customer perceived service climate and the following three forms of online experiential value: sociability, hedonic and pragmatic value. Thus, a weakened service climate subsequently leads to weakened experiential value for complainants.

The theoretical implications of two nascent constructs, C2C interactional justice and customer perceived service climate, are further developed with reference to digital customer service situations. In particular, given that prior research has focused on customer perceptions of service climate in core consumption situations of enjoyable face-to-face service experiences, it has only considered optimal or extremely positive service climate assessments in non-digital contexts. This study expands the understanding of the customer perceived service climate construct by examining the implications of a sub-optimal service climate in a digital customer service situation of an unenjoyable service experience. The limitations include a small sample size, the use of hypothetical scenarios and a failure situation limited to a single industry.

Managers who oversee social media channels or online communities must be prepared to act upon C2C online incivility. Deeming such communications as innocent online chatter not worthy of company intervention is a mistake, as the results of this study show that such inaction may lead to negative customer perceptions of the digital service environment and harm the customer experience.

This work develops a greater understanding of the importance of C2C interactional justice and customer perceived service climate in online customer service situations that prior research has yet to establish. In particular, previous studies have not investigated the negative effects of a situation that produces sub-optimal customer perceptions of a service climate.

Although studies have emphasized the need to explore the negative consequences of customer incivility, scant attention has been paid to positive factors that can mitigate its negative effects on employees’ service performance. The purpose of this study is to extend research on customer incivility and its association with rapport and tipping through the prism of conservation of resources theory. It also examines the role of agreeableness as a personal resource in coping with instances of incivility.

A total of 502 Israeli restaurant servers took part in this study.

Agreeableness significantly moderated the relationship between customer incivility and rapport: agreeable hospitality employees who served customers manifesting low/medium incivility reported better rapport than disagreeable hospitality employees. However, this effect was not significant for high incivility. Further, agreeable hospitality employees who served customers with low/medium incivility reported higher tips than disagreeable hospitality employees. Surprisingly, the findings also suggested that when employees served customers exhibiting high incivility, the tips were lower for servers high on agreeableness than for servers low on agreeableness.

This study broadens the frontiers of research on customer incivility and provides insights into the critical financial and emotional costs hospitality employees and service organizations incur when encountering incivility. The findings also contribute to the scant research on the potential moderators that may enable employees to handle customer interactions more constructively in the case of incivility within the hospitality industry. Agreeableness appeared to alleviate the negative effects of customer incivility on rapport and tipping but only seemed to be an effective resource up to a certain level of customer incivility.