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Workplace incivility, characterized by low-intensity, ambiguous, and rude interpersonal interactions, is typically conceptualized with an events-based perspective (Andersson & Pearson, 1999). Research suggests, however, that both experienced and enacted incivility may be more pervasive and occur consistently or repeatedly, and this cumulative strain experience may impact future enacted incivility. Here, we examine negative emotions and compassion fatigue as mechanisms that explain experienced and enacted incivility between nurses in a high-stake hospital setting and their patients. Data were collected once per week for 4 weeks, enabling us to examine how these relationships unfold over time. Results from the four-wave survey indicate that experienced patient incivility is positively related to negative emotions and to compassion fatigue and that perceived patient acuity can exacerbate these detrimental relationships. Lastly, experienced patient incivility is related to increased future enacted incivility towards patients indirectly through increased negative emotions and compassion fatigue. These findings suggest that repeated exposure to incivility leads to both poor well-being outcomes for the target of incivility and to future enacted incivility. Implications for theory and practice are discussed.

Although workplace incivility has received increasing attention in organizational research over the past two decades, there have been recurring questions about its construct validity, especially vis-à-vis other forms of workplace mistreatment. Also, the antecedents of experienced incivility remain understudied, leaving an incomplete understanding of its nomological network. In this meta-analysis using Schmidt and Hunter's [Methods of meta-analysis: Correcting error and bias in research findings (3rd ed.), Sage] random-effect meta-analytic methods, we validate the construct of incivility by testing its reliability, convergent and discriminant validity, as well as its incremental predictive validity over other forms of mistreatment. We also extend its nomological network by drawing on the perpetrator predation framework to systematically study the antecedents of experienced incivility. Based on 105 independent samples and 51,008 participants, we find extensive support for incivility's construct validity. Besides, we demonstrate that demographic characteristics (gender, race, rank, and tenure), personality traits (agreeableness, conscientiousness, neuroticism, negative affectivity, and self-esteem), and contextual factors (perceived uncivil climate and socially supportive climate) are important antecedents of experienced incivility, with contextual factors displaying a stronger association with incivility. In a supplementary primary study with 457 participants, we find further support for the construct validity of incivility. We discuss the theoretical and practical implications of this study. (PsycInfo Database Record (c) 2021 APA, all rights reserved).

There has been an increase in uncivil behaviors in the 21st century workplace, emphasizing the need for discussion. The current study is aimed at extending the literature available on workplace incivility by examining the impact of experienced workplace incivility on instigated workplace incivility. The study proposes that stress mediates the relationship between experienced workplace incivility and instigated workplace incivility. Furthermore, it is hypothesized that Islamic work ethics moderates the relationship between experienced and instigated workplace incivility, and between stress and instigated workplace incivility. Data were collected at three-time lags from respondents (N = 258) working in the sustainable public service sector. Results supported the hypotheses that experienced workplace incivility impacts instigated workplace incivility. The results also supported mediation and moderation hypotheses, confirming that stress is a mediator, and Islamic work ethics is a moderator. Theoretical and practical implications are discussed followed by limitations.

Modern organizations continuously undergo change processes. The focus of the organizations remains on the macro level, but the micro level (i.e., employee’s perspective) is neglected. Using the conservation of resource theory (COR), this study examines the association between organizational change and workplace incivility. This study also proposes mediating and moderating mechanisms of stress and emotional exhaustion. The data were collected from 262 respondents working in public sector organizations in Pakistan using a time-lagged technique. The results proved that change significantly impacts workplace incivility. Moreover, stress mediates their relationship and emotional exhaustion moderates it. Furthermore, emotional exhaustion also moderates the stress–incivility relationship. Public sector organizations must focus on well-planned, inclusive, and adequately managed change processes to achieve the desired outcome; otherwise, adverse behaviors, including incivility, manifest. To the best of the authors’ knowledge, the organizational change and incivility relationship has not been explored in the past. Additionally, their relationship with stress and emotional exhaustion also requires empirical investigation. This study also adds to the literature on the conservation of resource theory.

Incivility has been identified as a prevalent and crucial issue in workplaces and one that may be associated with detrimental effects on employees and organizational outcomes, such as turnover intention. Many studies have been published regarding the effects of incivility, but there is a lack of integrative reviews and meta-analyses. The aim of the present study is to conduct an early meta-analysis of the relationship between employees’ perceptions of workplace incivility and their turnover intentions. Six databases, including ISI Web of Science, PsychInfo, Scopus, Emerald, Hospitality & Tourism Complete, and Soc Index, were searched to identify empirical articles for this meta-analytical paper. The results of statistical meta-analyses and meta-regression suggest that there is a positive relationship between perceived incivility and turnover intentions in employees and that relationship is consistent across different sources of workplace incivility. However, we did observe a possible interaction effect of “supervisor” and “coworker incivility”. The results also suggest that the relationship between workplace incivility and turnover intention is stronger in the academic sector than in other industries and stronger in the United States than in other countries.

Purpose Frontline service employees (FSEs) face high demands of emotional labor when dealing with difficult, and sometimes even uncivil, customer behavior while attempting to deliver service with a smile. The purpose of this study is to investigate whether employees reciprocate uncivil customer behavior. The authors investigate two potential processes – ego threat and perceived interactional justice – and further address boundary conditions of this effect. Design/methodology/approach The data for this paper were collected in three studies: one field experiment and two online experiments using adult samples. Hypotheses were tested and data was analyzed using ANOVA and regression-based modeling approaches. Findings Findings from a field-experimental study and online experiments show that FSEs offer lower service levels to uncivil customers. The authors further find that this effect is mediated by a perceived ego threat and that employees’ regulation of emotion (ROE), as part of their emotional intelligence, attenuates the effect of perceived ego threats on service levels. Research limitations/implications This study finds that perceived ego threat (but not perceived interactional justice) explains why employees respond negatively to uncivil customer behavior. Therefore, it offers an emotion-driven explanation of retaliatory behavior in frontline service contexts. Implications for theories focusing on service value co-destruction and customer incivility are discussed. Practical implications The findings from this research show that ROE attenuates the impact of perceived ego threat on employee retaliatory behavior. Managerial implications include developing and training employees on emotion regulation. Furthermore, managers should identify alternative ways for restoring an employee’s ego after the employee experiences uncivil customer behavior. Originality/value The authors propose and test two processes that can explain why employees reciprocate uncivil customer behavior to gain a deeper understanding of which processes, or a combination of the two, drive employee responses. Furthermore, the authors shed insights into boundary conditions and explore when employees are less likely to react to uncivil customer behavior while experiencing ego threat.

This study aimed at understanding the perceptions of female students who had experienced or witnessed incivility by faculty, and instigated incivility in or out of the classroom and how it affected them. Through the application of a phenomenological and qualitative approach, data were collected from eight (8) female business administration students from public sector universities of Quetta, Pakistan. The findings of the study revealed that female students experienced and witnessed faculty incivility within and beyond the classrooms, which included harassment, character assassination, and humiliation characterized as intense behaviors of faculty. These encounters of faculty incivility resulted in psychological distress like depression, interrupted sleeping patterns, and fear. Furthermore, the findings concerning instigated incivility exhibited that those female students who misbehaved with their instructors were distressed and wanted to quit their studies. The results of this study would be helpful for the university administration to develop policies to combat incivility in educational institutions.

Purpose The purpose of this study is to present an empirical account of the prevalence and socio-demographic determinants of workplace incivility (experienced and instigated) in the Indian workplace. Design/methodology/approach The study sample consisted of 1,133 employees working in service organizations mainly banks, hotels, academic institutions and information technology firms. The authors tested the proposed model on the same set of respondents in two different studies. The phenomenon of instigated incivility and its determinants were examined in Study 1, while Study 2 looked at experienced incivility and its antecedents. The data were analyzed using univariate, bivariate, and multivariate statistical operations in SPSS 24. Findings The results of both studies revealed that employees’ age, gender, educational qualification, position, nature of the organization, type of the organization and duration of working hours significantly predict the onset of workplace incivility. Nevertheless, marital status and tenure failed to predict the manifestation of uncivil behaviors in the organization. Research limitations/implications The scope of this study was restricted to the Indian service sector with a focus on only two types of workplace incivility (instigated and experienced). Practical implications The managers are advised to be mindful of employees’ socio-demographic differences while devising interventions to tackle the issues of uncivil acts at work. Originality/value This study is one of the pioneer attempts to explore the impact of socio-demographic factors on employees’ tendency to instigate and experience incivility at work in India. In doing so, the study enriches the scant literature on workplace incivility by establishing the role of individual differences in determining the occurrence of incivility in the workplace.

The present study examines the effect of service employees’ job insecurity on job performance through emotional exhaustion. We identified workplace incivility (i.e., coworker and customer incivility) as a boundary condition that strengthens the positive relationship between job insecurity and emotional exhaustion. To test this moderating effect, we collected online panel surveys from 264 Korean service employees at two time points three months apart. As predicted, the positive relationship between job insecurity and job performance was partially mediated by emotional exhaustion. Of the two forms of workplace incivility, only coworker incivility exerted a significant moderating effect on the job insecurity–emotional exhaustion relationship, such that this relationship was more pronounced when service employees experienced a high level of coworker incivility than when coworker incivility was low. Coworker incivility further moderated the indirect effect of job insecurity on job performance through emotional exhaustion. These findings have theoretical implications for job insecurity research and managerial implications for practitioners.

Purpose This study aims to examine how workplace incivility (i.e. coworker and customer incivility) affects service employees’ creativity, specifically the way emotional exhaustion at work decreases their intrinsic motivation, and, in turn, damages service employees’ creativity. The purpose of this study, therefore, is to show the mechanism by which both coworker and customer incivility at work affects service employee creativity. Design/methodology/approach Service employees from a hotel in South Korea were surveyed using a self-administered instrument for data collection. Out of 450 questionnaires, a total of 281 usable questionnaires were obtained after list-wise deletion, for a 62.4 per cent response rate. Structural equation modeling analysis provided support for the hypotheses. Findings The results indicate a serial multiple mediator model in which both coworker and customer incivility increase service employees’ emotional exhaustion, which, in turn, reduces their intrinsic motivation at work and ultimately decreases their creativity. That is, the findings of this study reveal a negative relationship between workplace incivility (i.e. coworker and customer incivility) and service employees’ creativity that is fully and sequentially mediated by the service employees’ emotional exhaustion and intrinsic motivation. Research limitations/implications The use of cross-sectional self-reports potentially raises concerns about common method bias. Caution is recommended in reaching conclusions concerning the causal relationships between the variables, as the current study did not capture causality variation. For instance, it may be that emotional exhaustion from incivility gradually compounds over time, leading to a greater negative impact on service employees. In contrast, employees may develop strategies to cope with uncivil behavior over time, which attenuates the negative effects on service employees as time passes. A longitudinal design might offer an alternative to overcome this limitation in future research. Practical implications Considering the findings about the mediating effect of emotional exhaustion between workplace incivility and employee outcomes (i.e. intrinsic motivation and creativity), firms should consider establishing systematic institutional practices and policies to prevent employees from feeling emotionally exhausted from workplace incivility. Executive and senior management teams would benefit by instituting strict policies and regulations which nurture desirable behaviors among organizational members that protect victims of workplace incivility. Originality/value This study is the first to examine the relationship between workplace incivility and creativity. Moreover, the present study attempts to develop an understanding of the underlying mechanism through which both coworker and customer incivility negatively affect service employees’ creativity.