Search results
1 – 10 of over 6000Maryana L. Arvan, Rachel C. Dreibelbis and Paul E. Spector
This chapter summarizes a meta-analysis of 72 studies (N= 20,701) that link customer mistreatment (abusive, nasty, and rude behavior of customers toward employees) to…
Abstract
This chapter summarizes a meta-analysis of 72 studies (N= 20,701) that link customer mistreatment (abusive, nasty, and rude behavior of customers toward employees) to psychological, attitudinal, and behavioral strains. Results showed that customer mistreatment related significantly to a variety of psychological and attitudinal strains (emotional exhaustion, emotional strain, job (dis)satisfaction, turnover intentions, perceived organizational support, and supervisor support) and behavioral strains (reduced customer service performance and counterproductive work behavior (CWB) directed toward organizations and customers). These results were similar to those found with general mistreatment, suggesting that mistreatment by organizational outsiders might have similar effects to mistreatment from organizational insiders. These results suggest a clear association of mistreatment with strains, but recent work is discussed that questions the typical assumption that mistreatment leads to CWB rather than the reverse.
Details
Keywords
Nathan A. Bowling, Kelly A. Camus and Caitlin E. Blackmore
Workplace abuse, interpersonal mistreatment that occurs within the victim’s work environment, has attracted considerable attention in recent years. In this chapter, we argue that…
Abstract
Workplace abuse, interpersonal mistreatment that occurs within the victim’s work environment, has attracted considerable attention in recent years. In this chapter, we argue that problems with the conceptualization and measurement of workplace abuse have thwarted scientific progress. We identify two needs that we believe are especially pressing: (a) the need to consider the construct breadth of workplace abuse scales and (b) the need to test whether the measures of various types of workplace abuse effectively capture the unique qualities of the constructs they purport to assess. To guide our discussion of these issues, we conducted a review of the item content of several workplace abuse measures. We offer suggestions for addressing these and other conceptualization and measurement issues, and we discuss the possible implications of these issues on the study of the hypothesized predictors and consequences of workplace abuse.
Details
Keywords
Stephanie A. Andel, Derek M. Hutchinson and Paul E. Spector
The modern workplace contains many physical and interpersonal hazards to employee physical and psychological health/well-being. This chapter integrates the literatures on…
Abstract
The modern workplace contains many physical and interpersonal hazards to employee physical and psychological health/well-being. This chapter integrates the literatures on occupational safety (i.e., accidents and injuries) and mistreatment (physical violence and psychological abuse). A model is provided linking environmental (climate and leadership), individual differences (demographics and personality), motivation, behavior, and outcomes. It notes that some of the same variables have been linked to both safety and mistreatment, such as safety climate, mistreatment climate, conscientiousness, and emotional stability.
Details
Keywords
Ian M. Hughes and Steve M. Jex
Using the job–demands resources model as a guide, this study aims to expand the understanding of the boundary conditions of the relation between experienced incivility and…
Abstract
Purpose
Using the job–demands resources model as a guide, this study aims to expand the understanding of the boundary conditions of the relation between experienced incivility and instigated incivility. The authors do so by focusing on the unique forms of instigated incivility: hostility, gossip, exclusionary behavior and privacy invasion. Drawing from past research, the authors focus on the personal resources of agreeableness and conscientiousness as individual difference boundary conditions, and the job demands and resources of workload and perceived emotional social support, respectively, as job-related boundary conditions.
Design/methodology/approach
The authors test their hypotheses using two-wave survey data collected from 192 customer service workers and hierarchical moderated multiple regression.
Findings
Analyses reveal that the relation between experienced incivility and gossip, a distinct type of instigated incivility, is stronger for those who are higher in agreeableness and perceived emotional social support, and weaker for those who report experiencing higher levels of workload.
Originality/value
This research advances knowledge on incivility by focusing on unique forms of instigated incivility, as opposed to instigated incivility broadly, as outcomes of experienced incivility. In doing so, this research adds nuance to recent findings surrounding the moderating role of personality in the experienced incivility and instigated incivility relation. The authors also report novel findings surrounding the influence of key job demands and resources.
Details
Keywords
Shani Pindek and Paul E. Spector
Contextual factors play a vital role in employee mistreatment. This chapter deals with the definition and scope of contextual factors, including a distinction between the…
Abstract
Contextual factors play a vital role in employee mistreatment. This chapter deals with the definition and scope of contextual factors, including a distinction between the objective environment and its idiosyncratic perception by employees. Several mechanisms are offered to explain the effects of context on mistreatment, including the stressor–strain framework, interaction with personal characteristics, and also mistreatment acting as a stressor. The framework suggested in this chapter uses levels of analysis, and proposes that the objective environment (group level variables) is perceived at the individual level, which consequently leads to both perpetrated and received mistreatment. Those same objective environment variables also have a direct effect on mistreatment, as well as a moderating role in the relationship between individually perceived context and mistreatment. Furthermore, there is some evidence that mistreatment acts as a contextual variable in and of itself, with perpetrators, victims, and bystanders perceiving mistreatment in their workplace and reporting higher levels of stressors and strains. Finally, we outline the need for more longitudinal, multi-level studies to clearly discern the role of context in employee mistreatment.
Details
Keywords
Katharine McMahon, Jamie Pockrandt, Stefanie Fox, Nick Zike and Liu-Qin Yang
Past research has primarily focused on the negative impact of workplace mistreatment or aggression on the individuals involved, workgroups, and organizations. Certain…
Abstract
Past research has primarily focused on the negative impact of workplace mistreatment or aggression on the individuals involved, workgroups, and organizations. Certain circumstances, however, create paradoxical effects in which mistreatment positively relates to desirable workplace outcomes and characteristics at the individual and/or organizational level. Reviewing the theoretical and empirical evidence of beneficial outcomes provides researchers and practitioners with a more comprehensive understanding of the progression of workplace mistreatment, allowing them to target specific mechanisms to mitigate detrimental effects and potentially discover important avenues that lead to desired outcomes. A qualitative review of 13 articles demonstrated that different forms of aggression such as bullying, abusive supervision, incivility, and ostracism have positive relationships with paradoxical outcomes and characteristics such as resilience, prosocial behaviors, socially desirable behaviors, job performance, job satisfaction, and creativity. The authors caution against leveraging mistreatment as a method for producing these desired outcomes; instead, the authors encourage researchers and practitioners to utilize the information to further their understanding of the nomological network of workplace mistreatment and its underlying mechanisms, such as cognitive reappraisal and social learning.
Details
Keywords
Daphna Brueller, Nir N. Brueller and Etti Doveh
Purpose – We build a theoretical lens that draws on an emerging theory of positive work relationships to examine whether constructive emotional expressions in work relationships…
Abstract
Purpose – We build a theoretical lens that draws on an emerging theory of positive work relationships to examine whether constructive emotional expressions in work relationships influence changes in individuals' affective commitment to their organization.
Design/methodology/approach – Using longitudinal data collected from full-time employees, we employed a latent-difference-score (LDS) approach to examine whether changes in emotional carrying capacity could account for changes in organizational commitment.
Findings – The findings support this hypothesis and suggest a new perspective on the ways in which a change in relationship capacity may create changes in people's commitment to an organization.
Research limitations – The main limitation concerns the use of self-report, albeit time-lagged, data.
Practical implications – Developing higher levels of employee affective commitment is a key challenge for many organizations. Our study can help managers in recognizing the importance of building a relational space in which employees are able to express emotions frequently and openly, as well as engaging with other employees in listening to their emotional experiences and responding in a constructive manner.
Originality/value – This study contributes to an emergent body of literature that adopts a positive psychology lens to the study of employee experiences at work, by investigating the capacity to express emotions in general and its influence on people's affective commitment to the organization.
Details
Keywords
Brian D. Lyons and Nathan A. Bowling
Unlike general codes of conduct, little is known about whether peer reporting policies achieve their intended purpose – that is, to increase the base rate of peer reporting…
Abstract
Purpose
Unlike general codes of conduct, little is known about whether peer reporting policies achieve their intended purpose – that is, to increase the base rate of peer reporting counterproductive work behaviors (CWBs). The purpose of this paper is to use a person-situation perspective to examine if and when peer reporting policies impact the base rate of peer reporting CWBs.
Design/methodology/approach
The authors collected data from 271 employed participants and used moderated regression to examine whether policy presence and strength (situational variables) enhanced the relationship between a subjective obligation to report CWBs (person variable) and the base rate of peer reporting CWBs. This study also explored whether these interactions differ by CWB target (i.e. the organization vs coworkers).
Findings
Both situational variables – policy presence and policy strength – moderated the relationship between an obligation to report CWBs and the base rate of peer reporting CWBs. The interactions also differed by CWB target.
Originality/value
This study represents one of the initial academic investigations into the effectiveness of peer reporting policies. It primarily draws on the person-situation perspective to explain why peer reporting policies should influence the base rate of peer reporting CWBs. The results support the impact of peer reporting policies, but also suggest the benefit of examining different targets of CWB to help clarify when peer reporting policies are actually effective.
Details
Keywords
Dongwon Yun and Cass Shum
Drawing on attribution theory, this study aims to examine how and when abusive supervision affects insubordination, focusing on employees’ attribution bias related to leader…
Abstract
Purpose
Drawing on attribution theory, this study aims to examine how and when abusive supervision affects insubordination, focusing on employees’ attribution bias related to leader gender.
Design/methodology/approach
Two mixed-method studies were used to test the proposed research framework. Study 1 adopted a 2 (abusive supervision: low vs high) by 2 (leader gender: male vs female) by employee gender-leadership bias quasi-experiment. A sample of 173 US F&B employees completed Study 1. In Study 2, 116 hospitality employees responded to two-wave, time-lagged surveys. They answered questions on abusive supervision and gender-leadership bias in Survey 1. Two weeks later, they reported negative external attribution (embodied in injury initiation) and insubordination.
Findings
Hayes’ PROCESS macro results verified a three-way moderated mediation. The three-way interaction among abusive supervision, leader gender and gender-leadership bias affects external attribution, increasing insubordination. Employees with high leader–gender bias working under female leaders make more external attribution and engage in subsequent insubordination in the presence of abusive supervision.
Originality/value
This study is one of the first, to the best of the authors’ knowledge, that examines the mediating role of external attribution of abusive supervision. Second, this research explains the gender glass ceiling by examining employees’ attribution bias against female leaders.
Details