{"title":"Service employees’ workplace incivility and career regret: Mediation of organizational dehumanization and moderation of psychological safety","authors":"Gyeongpyo Shin , Won-Moo Hur , 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.
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.