Mistreatment from Multiple Sources: Interaction Effects of Abusive Supervision, Coworker Incivility, and Customer Incivility on Work Outcomes
Abstract
:1. Introduction
2. Theoretical Background and Hypothesis Development
2.1. Mediating Relationship between Abusive Supervision, Emotional Exhaustion, and Job Performance
2.2. Moderating Effects of Coworker and Customer Incivility on the Abusive Supervision–Emotional Exhaustion Relationship
2.3. Moderating Effects of Coworker and Customer Incivility on the Abusive Supervision–Emotional Exhaustion–Job Performance Relationahip
3. Method
3.1. Sample and Procedure
3.2. Measures
4. Results
4.1. Test of Reliability, Validity, and Common Method Variance
4.2. Hypothesis Testing
4.3. Post Hoc Analysis
5. Discussion
5.1. Theoretical Implications
5.2. Practical Implications
5.3. Study Limitations and Directions for Future Research
6. Conclusions
Author Contributions
Funding
Institutional Review Board Statement
Informed Consent Statement
Data Availability Statement
Conflicts of Interest
References
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Construct | Measurement Items | λ (c) |
---|---|---|
Abusive supervision (a) | My supervisor makes negative comments about me to others. | 0.78 |
My supervisor gives me the silent treatment. | 0.84 | |
My supervisor expresses anger at me when he/she is mad for another reason. | 0.88 | |
My supervisor is rude to me. | 0.85 | |
My supervisor breaks promises he/she makes. | 0.85 | |
My supervisor puts me down in front of others. | 0.83 | |
Coworker incivility (b) | How often do coworkers ignore or exclude you while at work? | 0.84 |
How often do coworkers raise their voices at you while at work? | 0.79 | |
How often are coworkers rude to you at work? | 0.92 | |
How often do coworkers do demeaning things to you at work? | 0.83 | |
Customer incivility (b) | How often have customers… | |
…continued to complain despite your efforts to assist them? | 0.75 | |
…made gestures (e.g., eye rolling, sighing) to express their impatience? | 0.74 | |
…grumbled to you about slow service during busy times? | 0.87 | |
…made negative remarks to you about your organization? | 0.82 | |
…blamed you for a problem you did not cause? | 0.82 | |
…used an inappropriate manner of addressing you (e.g., “Hey, you”)? | 0.73 | |
…failed to acknowledge your efforts when you have gone out of your way to help them? | 0.83 | |
…grumbled to you that there were too few employees working? | 0.79 | |
…complained to you about the value of goods and services? | 0.80 | |
…made inappropriate gestures to get your attention (e.g., snapping fingers)? | 0.73 | |
Emotional exhaustion (a) | I feel frustrated with my job. | 0.56 |
I feel used up at the end of the workday. | 0.79 | |
I feel like I am working too hard in my job. | 0.87 | |
I feel like I am at the end of my rope. | 0.81 | |
Job performance (a) | I adequately complete assigned duties. | 0.84 |
I fulfill the responsibilities specified in my job description. | 0.89 | |
I perform the tasks that are expected of me. | 0.80 | |
I meet the formal performance requirements of my job. | 0.81 | |
Positive affectivity (a) | Determined | 0.79 |
Attentive | 0.83 | |
Alert | 0.86 | |
Inspired | 0.82 | |
Active | 0.67 | |
Negative affectivity (a) | Afraid | 0.78 |
Nervous | 0.82 | |
Upset | 0.86 | |
Ashamed | 0.82 | |
Hostile | 0.64 | |
χ2(644) = 1845.61; p < 0.05, CFI = 0.93, TLI = 0.93, RMSEA = 0.05, SRMR = 0.04 |
Variables | M | SD | α | CR | AVE | 1 | 2 | 3 | 4 | 5 | 6 | 7 | 8 | 9 | 10 |
---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
1. Gender | 0.36 | 0.48 | - | - | - | 1 | |||||||||
2. Age | 35.69 | 8.51 | - | - | - | −0.12 ** | 1 | ||||||||
3. Job tenure | 4.68 | 4.21 | - | - | - | 0.04 | 0.39 ** | 1 | |||||||
4. Positive affectivity | 2.51 | 0.84 | 0.90 | 0.90 | 0.64 | 0.13 ** | 0.06 | −0.10 ** | 1 | ||||||
5. Negative affectivity | 2.96 | 0.92 | 0.89 | 0.91 | 0.68 | −0.11 ** | −0.22 ** | −0.02 | 0.30 ** | 1 | |||||
6. Abusive supervision | 2.09 | 0.89 | 0.93 | 0.93 | 0.70 | 0.10 * | −0.06 | −0.00 | −0.12 ** | 0.28 ** | 1 | ||||
7. Coworker incivility | 2.01 | 0.87 | 0.91 | 0.93 | 0.76 | 0.10 ** | 0.06 | 0.05 | −0.08 * | 0.24 ** | 0.56 ** | 1 | |||
8. Customer incivility | 2.62 | 0.84 | 0.94 | 0.94 | 0.62 | −0.12 ** | −0.21 ** | 0.04 | −0.23 ** | 0.50 ** | 0.32 ** | 0.28 ** | 1 | ||
9. Emotional exhaustion | 2.21 | 0.82 | 0.84 | 0.85 | 0.59 | 0.09 * | −0.01 | 0.04 | 0.21 ** | 0.26 ** | 0.24 ** | 0.39 ** | 0.23 ** | 1 | |
10. Job performance | 3.92 | 0.65 | 0.90 | 0.90 | 0.70 | −0.12 ** | −0.06 | −0.09 * | 0.22 ** | −0.08 † | −0.16 ** | −0.24 ** | −0.08 * | −0.47 ** | 1 |
Path | Effect (b) | 95% CIlow | 95% CIhigh |
---|---|---|---|
Total Effect | |||
Abusive supervision→Job performance | −0.089 | −0.145 | −0.032 |
Direct Effect | |||
Abusive supervision→Job performance | −0.037 | −0.089 | 0.014 |
Indirect Effect | |||
Abusive supervision→Emotional exhaustion→Job performance | −0.052 | −0.084 | −0.022 |
Variables | Emotional Exhaustion | Job Performance | ||
---|---|---|---|---|
b | (se) | b | (se) | |
Gender | 0.16 | (0.06) ** | −0.10 | (0.05) * |
Age | −0.00 | (0.04) | −0.00 | (0.00) |
Job tenure | −0.01 | (0.08) | −0.01 | (0.01) |
Positive affectivity | −0.15 | (0.04) ** | 0.12 | (0.03) ** |
Negative affectivity | 0.13 | (0.04) ** | 0.06 | (0.03) * |
Abusive supervision | −0.04 | (0.04) | −0.04 | (0.03) |
Coworker incivility | 0.32 | (0.04) ** | ||
Customer incivility | 0.06 | (0.04) | ||
Abusive supervision × Coworker incivility | −0.04 | (0.03) | ||
Abusive supervision × Customer incivility | 0.13 | (0.04) ** | ||
Emotional exhaustion | −0.34 | (0.03) ** | ||
R2 | 22.3% | 25.4% | ||
Moderated mediation index | ||||
Abusive supervision × Coworker incivility→Emotional exhaustion→Job performance: b = 0.014, 95% CI = [−0.021, 0.045] | ||||
Abusive supervision × Customer incivility→Emotional exhaustion→Job performance: b = −0.044, 95% CI = [−0.076, −0.010] |
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Shin, Y.; Hur, W.-M.; Kang, S. Mistreatment from Multiple Sources: Interaction Effects of Abusive Supervision, Coworker Incivility, and Customer Incivility on Work Outcomes. Int. J. Environ. Res. Public Health 2021, 18, 5377. https://doi.org/10.3390/ijerph18105377
Shin Y, Hur W-M, Kang S. Mistreatment from Multiple Sources: Interaction Effects of Abusive Supervision, Coworker Incivility, and Customer Incivility on Work Outcomes. International Journal of Environmental Research and Public Health. 2021; 18(10):5377. https://doi.org/10.3390/ijerph18105377
Chicago/Turabian StyleShin, Yuhyung, Won-Moo Hur, and Seongho Kang. 2021. "Mistreatment from Multiple Sources: Interaction Effects of Abusive Supervision, Coworker Incivility, and Customer Incivility on Work Outcomes" International Journal of Environmental Research and Public Health 18, no. 10: 5377. https://doi.org/10.3390/ijerph18105377