{"title":"Employees' Reactions to a Citizen Incivility Climate: A Multilevel Multisource Study.","authors":"Sylvie Guerrero, Marie-Ève Lapalme, Kathleen Bentein","doi":"10.1177/0734371X231175336","DOIUrl":null,"url":null,"abstract":"<p><p>Although public service employees are regularly exposed to uncivil behavior by citizens, we still know little about the effects of these incivilities. This study aims to examine the reactions of public employees who work in a climate of citizen incivility. Using a multilevel multisource design, we examine the indirect effects of citizen incivility climate on employee withdrawal and helping behaviors via job tension, and test the moderating influence of employees' public service motivation on these relationships. Our analyses were performed using data collected from a sample of 734 employees and 77 supervisors working in Canadian public libraries. Results show that public servants who work in a climate of citizen incivility experience greater job tension and consequently show more withdrawal and less helping behaviors. Our results also show that public service motivation acts as a buffer against the detrimental effects of incivility climate on helping behaviors, but not against withdrawal.</p>","PeriodicalId":4,"journal":{"name":"ACS Applied Energy Materials","volume":" ","pages":"821-841"},"PeriodicalIF":5.4000,"publicationDate":"2024-12-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC11481042/pdf/","citationCount":"0","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"ACS Applied Energy Materials","FirstCategoryId":"91","ListUrlMain":"https://doi.org/10.1177/0734371X231175336","RegionNum":3,"RegionCategory":"材料科学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"2023/5/24 0:00:00","PubModel":"Epub","JCR":"Q2","JCRName":"CHEMISTRY, PHYSICAL","Score":null,"Total":0}
引用次数: 0
Abstract
Although public service employees are regularly exposed to uncivil behavior by citizens, we still know little about the effects of these incivilities. This study aims to examine the reactions of public employees who work in a climate of citizen incivility. Using a multilevel multisource design, we examine the indirect effects of citizen incivility climate on employee withdrawal and helping behaviors via job tension, and test the moderating influence of employees' public service motivation on these relationships. Our analyses were performed using data collected from a sample of 734 employees and 77 supervisors working in Canadian public libraries. Results show that public servants who work in a climate of citizen incivility experience greater job tension and consequently show more withdrawal and less helping behaviors. Our results also show that public service motivation acts as a buffer against the detrimental effects of incivility climate on helping behaviors, but not against withdrawal.
期刊介绍：
ACS Applied Energy Materials is an interdisciplinary journal publishing original research covering all aspects of materials, engineering, chemistry, physics and biology relevant to energy conversion and storage. The journal is devoted to reports of new and original experimental and theoretical research of an applied nature that integrate knowledge in the areas of materials, engineering, physics, bioscience, and chemistry into important energy applications.
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