Download or read book Understanding the Role of Workplace Incivility in Employee Emotional Exhaustion Perspective taking Intention and Customer Satisfaction in the Australian Services Context with a Range of Mediation and Moderation Analyses written by Hasnain Bashir and published by . This book was released on 2021 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: Objective: The purpose of this study is to understand the role and effect of workplace incivility on employee emotional exhaustion, personality traits, customer satisfaction, employee self-worth, self-efficacy and perspective-taking intention. This study, in its exploration of past literature and based on the theoretical model of workplace incivility, recognised the research gaps and proposed new models. The study proposed three different models; two for the evaluation of employee incivility and the third focused on customer incivility. The first model tests the impact of employees' self-esteem on their work ethic, self- efficacy and satisfaction. It also tests the moderating influence of various types of incivility and the mediating effect of employee satisfaction. The second model explores the impact of various types of incivility on employee incivility. It also explores the moderating influence of gender and the moderating effects of personality traits, (a) neuroticism and (b) conscientious, in the relationship between various types of incivility. The third model tests the impact of employee incivility on customers' feeling of self-worth and the impact of employee self- efficacy on customers' perspective-taking intention. The model also tests the moderating effect of personality traits, the mediating influence of self-worth and the mediating influence of perspective-taking intention. Methodology: The study selected quantitative research methodology to analyse research models. A convenience sampling technique and non-probability sampling technique is used for sample collection. A survey questionnaire is integrated for the collection of primary data. Two separate questionnaires were designed and distributed having Likert scale. The study was carried out among a set of two different samples: customers and employees working in the Australian services sector. Major Findings: In total, 226 responses were received from the customer incivility questionnaire (74.33% response rate) and 412 responses from the employee incivility questionnaire (68.6% response rate). The completed questionnaires were gathered and analysed using SmartPLS data analysis tools. All three models revealed statistically significant results. The study has significant findings that can be useful for Australian services sector employees in controlling different types of incivility behaviour. Conclusion: For study 1: impact of employee self-esteem on employee perspective taking intention lead to the acceptance of H1 to H5. H6 to H8 acceptance reveals that employee satisfaction is a significant mediator. H9 to H13 testing reveals that gender is a significant moderator with male employees ()-value=4.51 and &-value=O.OOO) significantly have higher impact than their counterpart female employees ()-value=O.44 and &-value=O.653). For study 2: all co-worker incivility ()-value=6.27 and &-value=O.OOO), customer incivility ()-value=3.87 and &-value=O.OOO), supervisor incivility ()-value=2.86 and &-value=O.OO4) and e-incivility ()- value=4.59 and &-value=O.OOO) have significant impact on employee incivility and therefore, accepting hypotheses H14, H15, H16, H17 and H18. Gender is found to be a significant moderator and accepting hypothesis H19. For study 3: The partial least squares (PLS) output in Table 4.2 shows that employee incivility has significant positive impact on customers' self- worth (&-value=O.OO1; )-value=3.357); customer intention for perspective taking to customer satisfaction (&-value=O.OOO; )-value=4.275) and customer self-efficacy to perspective taking (&-value=O.O18; )-value=2.367), which lead to accept hypotheses H26, H28 and H29.Managerial Implications & Major Contributions: This study contributed to the incivility literature in a unique manner, while explaining the relationships from the customer satisfaction and customer's intension of perspective taking. The study explains how a negative spiral of incivility can take a positive turn. This study is motivated to bring evidence related to workplace incivility and signify the need to have policies that foster civil behaviours and negate uncivil acts within the work environment, for the well-being of the employees. Future Directions: The study presents interesting statistics about workplace incivility in Australian workplaces which can help policy makers in developing effective policies to control workplace incivility.

Download or read book Predicting Service Employee Incivility Toward Customers written by and published by . This book was released on 2001 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Workplace incivility, defined as low-intensity deviant and aggressive behaviors that violate workplace norms for mutual respect (Andersson & Pearson, 1999) is a pervasive problem in organizations. To date, workplace incivility research has tended to focus on incivility within organizations, such as between co-workers, rather than incivility that crosses organizational boundaries. This dissertation extends the research by examining employee incivility by service employees with potential to harm customers. Examples of employee incivility include employees disrespecting and not listening to customers. The primary goal of this research is to explore why service employees can be uncivil toward customers, labeled employee incivility. Specifically, I focused on customers mistreating employees as a determinant of employee incivility such as asking aggressive questions and ignoring instructions. In addition, I examined five theoretically derived explanations for the relationship between customer incivility and employee incivility: employee negative affect, job boredom, organizational identification, organizational disidentification and emotional exhaustion. A secondary goal of this research was to investigate the relationship between uncivil employee behavior and service employee performance. In addition, this research examined uncivil events, rather than overall employee evaluations of incivility at work. Uncivil events, or specific occurrences of incivility by customers were argued to predict instances of uncivil behavior by employees towards customers. This dissertation is one of the first studies to examine workplace incivility at this level of analysis. Using a field study of contact center service employees and a recorded sample of their interactions with customers (N = 68 for employees, N = 641 for interactions) this study found that employee incivility was positively related to customer incivility in both interactions and across employees. Service employees who exper.

Download or read book The Effects of Workplace Incivility on Job Satisfaction written by Rabbia Jamal and published by . This book was released on 2020 with total page 56 pages. Available in PDF, EPUB and Kindle. Book excerpt: Scholars have baptized for investigation relating to the antecedents and sways of workplace incivility and means to condense it. To address this concern, this study proposed a theoretical framework that explains the linkages of workplace incivility with Job satisfaction. We theorized that incivility decreases employees' motivation at work, and increase emotional exhaustion. It will further lead to restricted OCB. These factors, in response, confine employees' job satisfaction. We further hypothesize that age, and gender complements the effect of incivility on job satisfaction. Hence, OCB, exhaustion, and motivation mediate, whereas age and gender moderate incivility job satisfaction nexus. We classified incivility into behavioral, experienced, and witnessed, Motivation was also classified into intrinsic and extrinsic. These relationships were theorized in a singular model to portray the overall impact of the variables occurring at once. Empirical validity was established through a survey conducted by means on a close-ended questionnaire from 272 employees working in Karachi. Results suggested that the effect of experienced incivility on job satisfaction was found to be insignificant however, there was a negative mediatory role of emotional exhaustion, whereas, OCB, extrinsic and intrinsic motivation had no mediatory effect. With regards to instigated incivility, it doesn't seem to have any effect on job satisfaction, however, emotional exhaustion and intrinsic motivation play a negative mediatory role. Witnessed incivility directly affect JS as its coefficient was negative and significant, however, no mediatory role was found. Lastly, Exhaustion has a negative effect on JS, whereas, motivations have a positive significant effect. The coefficient of OCB remained insignificant throughout. Hence, experiencing incivility at the workplace comes with a higher probability of being emotionally exhausted and thus leading to job dissatisfaction however intrinsic motivation can be a means of plummeting incivility.

Download or read book Research and Theory on Workplace Aggression written by Nathan A. Bowling and published by Cambridge University Press. This book was released on 2017-02-15 with total page 599 pages. Available in PDF, EPUB and Kindle. Book excerpt: Workplace aggression is a serious problem for workers and their employers. As such, an improved scientific understanding of workplace aggression has important implications. This volume, which includes chapters written by leading workplace aggression scholars, addresses three primary topics: the measurement, predictors and consequences of workplace aggression; the social context of workplace aggression; and the prevention of workplace aggression. Of note, the book encompasses the various labels used by researchers to refer to workplace aggression, such as 'abusive supervision', 'bullying', 'incivility' and 'interpersonal conflict'. This approach differs from those of previous books on the topic in that it does not focus on a particular type of workplace aggression, but covers an intentionally broad conceptualization of workplace aggression - specifically, it considers aggression from both the aggressors' and the targets' perspectives and includes behaviors enacted by several types of perpetrators, including supervisors, coworkers and customers.

Download or read book The Cost of Bad Behavior written by Christine Pearson and published by Penguin. This book was released on 2009-07-09 with total page 240 pages. Available in PDF, EPUB and Kindle. Book excerpt: Why incivility at work is a bigger problem than you suspect In an accessible and informative style, Pearson and Porath examine the toll that bad behavior can have on otherwise well-functioning companies. And they reveal strategies that successful organizations are using to stop incivility before it takes hold. Whether it's a standoffish coworker or an arrogant boss, incivility at the office doesn't just affect the moods of a few employees; it hurts an entire company. Consider these statistics: 12 percent of all employees say they've left jobs because they were treated badly. Fortune 1000 executives spend roughly seven weeks per year resolving employee conflicts. And an astonishing 95 percent of Americans say they've experienced rudeness at work. Christine Pearson and Christine Porath examine the devastating toll that bad behavior can have on otherwise well-functioning companies. Combining their own scientific research with stories from fields as diverse as criminology, education, and psychology, they show how to spot the roots of incivility, rip them out, and create a culture of respect. They urge managers to stop making excuses, set a zero-tolerance policy, and lead by example. Bestsellers like The No Asshole Rule and The Power of Nice have shown the hunger for more civility at work; now The Cost of Bad Behavior shows exactly what to do about it.

Download or read book Presenteeism at Work written by Cary L. Cooper and published by Cambridge University Press. This book was released on 2018-08-23 with total page 339 pages. Available in PDF, EPUB and Kindle. Book excerpt: Coming to work sick may do more harm than staying home - for the employee, the team, and the firm. Whilst the cost of absenteeism in organizations has been widely acknowledged and extensively examined, the counter-issue of 'presenteeism' has only recently attracted scholarly attention as a phenomenon that harms employee wellbeing, disrupts team dynamism, and damages productivity. This volume brings together leading international scholars from diverse scientific backgrounds, including occupational psychology, health, and medicine, to provide a pioneering review of the subject. International in scope, the collection incorporates both Western and East Asian perspectives, making it an informative resource for multinational companies seeking to formulate human resource strategies and better manage their culturally diverse workforce. It will also appeal to scholars and graduate students researching human resource management, organization studies, organizational health, and organizational psychology.

Download or read book Burnout at Work written by Michael P. Leiter and published by Psychology Press. This book was released on 2014-04-24 with total page 183 pages. Available in PDF, EPUB and Kindle. Book excerpt: The psychological concept of burnout refers to long-term exhaustion from, and diminished interest in, the work we do. It’s a phenomenon that most of us have some understanding of, even if we haven’t always been affected directly. Many people start their working lives full of energy and enthusiasm, but far fewer are able to maintain that level of engagement. Burnout at Work: A Psychological Perspective provides a comprehensive overview of how the concept of burnout has been conceived over recent decades, as well as discussing the challenges and possible interventions that can help confront this pervasive issue. Including contributions from the most eminent researchers in this field, the book examines a range of topics including: The links between burnout and health How our individual relationships at work can affect levels of burnout The role of leadership in mediating or causing burnout The strategies that individuals can pursue to avoid burnout, as well as wider interventions. The book will be required reading for anyone studying organizational or occupational psychology, and will also interest students of business and management, and health psychology.

Download or read book Workplace Ostracism written by Cong Liu and published by Springer Nature. This book was released on 2021-01-04 with total page 310 pages. Available in PDF, EPUB and Kindle. Book excerpt: Workplace mistreatment is a burgeoning topic of interest, with the majority of workers having experienced it in some form. This book explores workplace ostracism and its negative effects on employee and organizational outcomes, such as employee attitudes, behaviors, and well-being. This edited volume defines workplace ostracism and examines how to differentiate ostracism from other type of workplace mistreatment, such as workplace incivility and interpersonal conflict. Among the questions it seeks to answer are: 1) what are the individual, relational, and contextual factors that influence employees’ workplace ostracism experiences; and 2) what constitutes ostracism in stigmatized populations, such as international students, immigrant workers, and older workers. Researchers in organizational behavior, I/O psychology, and the sociology of work will find this book to be a valuable resource.

Download or read book Bootstrapping written by Christopher Z. Mooney and published by SAGE. This book was released on 1993-08-09 with total page 84 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book is. . . clear and well-written. . . anyone with any interest in the basis of quantitative analysis simply must read this book. . . . well-written, with a wealth of explanation. . ." --Dougal Hutchison in Educational Research Using real data examples, this volume shows how to apply bootstrapping when the underlying sampling distribution of a statistic cannot be assumed normal, as well as when the sampling distribution has no analytic solution. In addition, it discusses the advantages and limitations of four bootstrap confidence interval methods--normal approximation, percentile, bias-corrected percentile, and percentile-t. The book concludes with a convenient summary of how to apply this computer-intensive methodology using various available software packages.

Download or read book Essentials of Organizational Behavior written by Terri A. Scandura and published by SAGE Publications. This book was released on 2017-12-13 with total page 547 pages. Available in PDF, EPUB and Kindle. Book excerpt: Concise, practical, and based on the best available research, Essentials of Organizational Behavior: An Evidence-Based Approach, Second Edition equips students with the necessary skills to become effective leaders and managers. Author Terri A. Scandura uses an evidence-based approach to introduce students to new models proven to enhance the well-being, motivation, and productivity of people in the work place. Experiential exercises, self-assessments, and a variety of real-world cases and examples provide students with ample opportunity to apply OB concepts and hone their critical thinking abilities. New to this Edition A new Emotions and Moods chapter delves into important topics like emotional intelligence, emotional contagion, and affective neuroscience. A new Power and Politics chapter unpacks the most effective influence strategies and helps students develop their political skills. A stremlined table of contents now combines perception and decision making in a single chapter and change and stress in a single chapter. New case studies, including some from SAGE Business Cases for the Interactive eBook, on topics such as virtual teams, equal pay and the gender wage gap, and the use of apps at work introduce timely and relevant discussions to help foster student engagement. The new edition has been rigorously updated with the latest research throughout and includes expanded coverage of Machiavellian leadership, ethical decision making, and organizational design through change. New Best Practices and Research in Action boxes as well as new Toolkit Activities and Self-Assessments have been added to make the text even more hands-on and practical.

Download or read book Emotional Labor in the 21st Century written by Alicia Grandey and published by Routledge. This book was released on 2013-05-07 with total page 340 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book reviews, integrates, and synthesizes research on emotional labor and emotion regulation conducted over the past 30 years. The concept of emotional labor was first proposed by Dr. Arlie Russell Hochschild (1983), who defined it as "the management of feeling to create a publicly observable facial and bodily display" (p. 7) for a wage. A basic assumption of emotional labor theory is that many jobs (e.g., customer service, healthcare, team-based work, management) have interpersonal, and thus emotional, requirements and that well-being and effectiveness in these jobs is determined, in part, by a person’s ability to meet these requirements. Since Hochschild’s initial work, psychologists, sociologists, and management scholars have developed distinct theoretical approaches aimed at expanding and elaborating upon Hochschild’s core ideas. Broadly speaking, emotional labor is the study of how emotion regulation of oneself and others influences social dynamics at work, which has implications for performance and well being in a wide range of occupations and organizational contexts. This book offers researchers and practitioners a review of emotional labor theory and research that integrates the various perspectives into a coherent framework, and proposes an agenda for future research on this increasingly relevant and important topic. The book is divided into 5 main sections, with the first section introducing and defining emotional labor as well as creating a framework for the rest of the book to follow. The second section consists of chapters describing emotional labor theory at different levels of analysis, including the event, person, dyad, and group. The third section illustrates the diversity of emotional labor in distinct occupational contexts: customer service (e.g. restaurant, retail), call centers, and caring work. The fourth section considers broader contextual influences – organizational-, societal-, and cultural-level factors – that modify how and when emotional labor is done. The final section presents a series of ‘reflective essays’ from eminent scholars in the area of emotion and emotion regulation, where they reflect upon the past, present and future of emotion regulation at work.

Download or read book Employee Engagement in Theory and Practice written by Catherine Truss and published by Routledge. This book was released on 2013-10-30 with total page 336 pages. Available in PDF, EPUB and Kindle. Book excerpt: In recent years there has been a weight of evidence suggesting that engagement has a significantly positive impact on productivity, performance and organisational advocacy, as well as individual wellbeing, and a significantly negative impact on intent to quit and absenteeism from the work place. This comprehensive new book is unique as it brings together, for the first time, psychological and critical HRM perspectives on engagement as well as their practical application. Employee Engagement in Theory and Practice will familiarise readers with the concepts and core themes that have been explored in research and their application in a business context via a set of carefully chosen and highly relevant original and case studies, some of which are co-authored by invited practitioners. Written in an accessible manner, this book will be essential reading for scholars in the field, students studying at both undergraduate and postgraduate levels, as well as practitioners interested in finding out more about the theoretical underpinnings of engagement alongside its practical application.

Download or read book Workplace Abuse Incivility and Bullying written by Maryam Omari and published by Routledge. This book was released on 2015-10-05 with total page 232 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book bridges an existing gap in the literature relating to the study of workplace abuse, incivility and bullying. It provides broad perspectives to capture some of the diversity associated with the study of (negative) human behaviours using different methodological approaches, and in different cultural contexts. Studies in the area have grown in leaps and bounds over the last few decades. As we come to know more about the nature of these adverse behaviours, the reasons they happen, and the impact they have on individuals and beyond, new gaps in knowledge emerge. On one hand the paucity of research is assisting in better understanding and management of these negative behaviours, on another, generalised information without an appreciation of the context in which the behaviours unfold may be detrimental to the cause, especially given a globalised and multicultural world. Workplace Abuse, Incivility and Bullying presents findings from under-researched methodological, and unique cultural perspectives. Such an approach will allow us to gain deep insights into the diversity and complexities associated with perceiving, being subjected to, and experiencing negative behaviours at work. The book has applicability across a broad range of audience from academics through to practitioners, and even victims and suspected perpetrators.

Download or read book The Cambridge Handbook of Technology and Employee Behavior written by Richard N. Landers and published by Cambridge University Press. This book was released on 2019-02-14 with total page 1435 pages. Available in PDF, EPUB and Kindle. Book excerpt: Experts from across all industrial-organizational (IO) psychology describe how increasingly rapid technological change has affected the field. In each chapter, authors describe how this has altered the meaning of IO research within a particular subdomain and what steps must be taken to avoid IO research from becoming obsolete. This Handbook presents a forward-looking review of IO psychology's understanding of both workplace technology and how technology is used in IO research methods. Using interdisciplinary perspectives to further this understanding and serving as a focal text from which this research will grow, it tackles three main questions facing the field. First, how has technology affected IO psychological theory and practice to date? Second, given the current trends in both research and practice, could IO psychological theories be rendered obsolete? Third, what are the highest priorities for both research and practice to ensure IO psychology remains appropriately engaged with technology moving forward?

Download or read book Research in Occupational Stress and Well being written by Sabine Sonnetag and published by Emerald Group Publishing. This book was released on 2009-04-21 with total page 292 pages. Available in PDF, EPUB and Kindle. Book excerpt: Focuses on processes related to recovery and unwinding from job stress. This book demonstrates that recovery research is a very promising approach for understanding the processes of job stress and relieve from job stress more fully.

Download or read book Overcoming the Odds written by Emmy E. Werner and published by Cornell University Press. This book was released on 2019-06-30 with total page 299 pages. Available in PDF, EPUB and Kindle. Book excerpt: Overcoming the Odds looks closely at the lives of an ethnically diverse group of 505 men and women who were born in 1955 on the Hawaiian island of Kauai and who have been monitored from the prenatal period through early adulthood by psychologists, pediatricians, public health professionals, and social workers. Werner and Smith trace the impact of a variety of biological and psycho-social risk factors and stressful events on the development of these individuals, most of whose parents did not graduate from high school and worked as semiskilled or unskilled laborers. Incorporating vivid case study accounts with statistical analysis, the authors focus on both the vulnerability and the resilience of those who overcame great odds to grow into competent and caring adults. They trace the recovery process through which most of the troubled adolescents in the cohort—those with histories of delinquency, teenage pregnancy, and mental health problems—emerged with improved prospects in their twenties and early thirties. Identifying both the self-righting tendencies that enable high risk children later to adapt successfully to work, marriage, and parenthood, and the conditions under which professional and volunteer care is most beneficial, Werner and Smith offer concrete suggestions for effective intervention policies.

Download or read book Emotions in Organizational Behavior written by Charmine Hartel and published by Psychology Press. This book was released on 2005-01-15 with total page 485 pages. Available in PDF, EPUB and Kindle. Book excerpt: This edition was conceived and compiled to meet the need for a comprehensive book for practitioners, academics, and students on the research of emotions in organizational behavior. The book is the first of its kind to incorporate organizational behavior and bounded emotionality. The editors' primary aim is to communicate the research presented at the bi-annual International Conference on Emotions and Organizational Life to a wider audience. This edition looks at the range of research on emotions within an organizational behavior framework; organized in terms of the individual, interpersonal, and organizational levels. Particular emphasis has been placed on obtaining the leading research in the international sphere. This book is intended to be useful to the student of organizational behavior, as well as to the managers of organizations.