Service employees’ workplace incivility and career regret: Mediation of organizational dehumanization and moderation of psychological safety

IF 11 1区 管理学 Q1 BUSINESS
Gyeongpyo Shin , Won-Moo Hur , Yuhyung Shin
{"title":"Service employees’ workplace incivility and career regret: Mediation of organizational dehumanization and moderation of psychological safety","authors":"Gyeongpyo Shin ,&nbsp;Won-Moo Hur ,&nbsp;Yuhyung Shin","doi":"10.1016/j.jretconser.2024.104192","DOIUrl":null,"url":null,"abstract":"<div><div>The increasing prevalence of workplace incivility has had several negative consequences for frontline service employees (FSEs). Despite ample research on FSEs' experience of workplace incivility and work consequences, the relationship between work incivility and career outcomes remains unclear. Our study aimed to examine the relationship between FSEs’ experiences of customer and coworker incivility and career regret. Based on the conservation of resources theory, we proposed organizational dehumanization as a mediator and team psychological safety as a moderator. We tested our hypotheses using three-wave surveys administered to 218 FSEs. The results demonstrated a significant indirect effect of customer and coworker incivility on career regret through organizational dehumanization. Although team psychological safety mitigated the positive association between customer incivility and organizational dehumanization, we found no moderating effect for coworker incivility. Our study contributes to the service literature by uncovering the mediating mechanism through which workplace incivility elicits career regret among FSEs and the boundary condition buffering them against the deleterious impact of workplace incivility.</div></div>","PeriodicalId":48399,"journal":{"name":"Journal of Retailing and Consumer Services","volume":"84 ","pages":"Article 104192"},"PeriodicalIF":11.0000,"publicationDate":"2024-12-24","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Retailing and Consumer Services","FirstCategoryId":"91","ListUrlMain":"https://www.sciencedirect.com/science/article/pii/S0969698924004880","RegionNum":1,"RegionCategory":"管理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q1","JCRName":"BUSINESS","Score":null,"Total":0}
引用次数: 0

Abstract

The increasing prevalence of workplace incivility has had several negative consequences for frontline service employees (FSEs). Despite ample research on FSEs' experience of workplace incivility and work consequences, the relationship between work incivility and career outcomes remains unclear. Our study aimed to examine the relationship between FSEs’ experiences of customer and coworker incivility and career regret. Based on the conservation of resources theory, we proposed organizational dehumanization as a mediator and team psychological safety as a moderator. We tested our hypotheses using three-wave surveys administered to 218 FSEs. The results demonstrated a significant indirect effect of customer and coworker incivility on career regret through organizational dehumanization. Although team psychological safety mitigated the positive association between customer incivility and organizational dehumanization, we found no moderating effect for coworker incivility. Our study contributes to the service literature by uncovering the mediating mechanism through which workplace incivility elicits career regret among FSEs and the boundary condition buffering them against the deleterious impact of workplace incivility.
求助全文
约1分钟内获得全文 求助全文
来源期刊
CiteScore
20.40
自引率
14.40%
发文量
340
审稿时长
20 days
期刊介绍: The Journal of Retailing and Consumer Services is a prominent publication that serves as a platform for international and interdisciplinary research and discussions in the constantly evolving fields of retailing and services studies. With a specific emphasis on consumer behavior and policy and managerial decisions, the journal aims to foster contributions from academics encompassing diverse disciplines. The primary areas covered by the journal are: Retailing and the sale of goods The provision of consumer services, including transportation, tourism, and leisure.
×
引用
GB/T 7714-2015
复制
MLA
复制
APA
复制
导出至
BibTeX EndNote RefMan NoteFirst NoteExpress
×
提示
您的信息不完整,为了账户安全,请先补充。
现在去补充
×
提示
您因"违规操作"
具体请查看互助需知
我知道了
×
提示
确定
请完成安全验证×
copy
已复制链接
快去分享给好友吧!
我知道了
右上角分享
点击右上角分享
0
联系我们:info@booksci.cn Book学术提供免费学术资源搜索服务,方便国内外学者检索中英文文献。致力于提供最便捷和优质的服务体验。 Copyright © 2023 布克学术 All rights reserved.
京ICP备2023020795号-1
ghs 京公网安备 11010802042870号
Book学术文献互助
Book学术文献互助群
群 号:481959085
Book学术官方微信