Customer Incivility, Work Engagement and Service-Oriented Citizenship Behaviours: Does Servant Leadership Make a Difference?

IF 2.9 4区心理学 Q2 PSYCHOLOGY, APPLIED

Human Performance Pub Date : 2021-11-02 DOI:10.1080/08959285.2021.1998061

A. Mostafa

引用次数: 8

Abstract

ABSTRACT The focus of this study is on how and why incivility is related to employee outcomes. Drawing on role theory, the study tests a moderated mediation model in which customer incivility is indirectly related to service-oriented citizenship behaviours via work engagement, and this mediated relationship is moderated by servant leadership. Time-lagged, multisource data from a sample of nurses and their direct supervisors in thirty public hospitals in Romania were used to test the proposed model. The results of generalized multilevel structural equation modeling (GSEM) showed that the relationship between customer incivility and service citizenship behaviours was mediated by work engagement. Furthermore, this indirect relationship was weaker when employees work under a servant leader. Theoretical and practical implications of these findings are discussed.

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客户无礼、工作敬业度和服务导向的公民行为：仆人式领导会有影响吗？

摘要本研究的重点是不文明行为如何以及为什么与员工结果有关。基于角色理论，该研究测试了一个调节中介模型，在该模型中，客户不文明行为通过工作参与与服务型公民行为间接相关，而这种调节关系由仆人领导调节。使用来自罗马尼亚30家公立医院护士及其直接主管样本的时间滞后多源数据来测试所提出的模型。广义多层次结构方程模型（GSEM）的结果表明，顾客不文明行为与服务公民行为之间的关系是由工作投入介导的。此外，当员工在仆人领导下工作时，这种间接关系较弱。讨论了这些发现的理论和实践意义。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

Human Performance PSYCHOLOGY, APPLIED-

CiteScore

4.30

自引率

0.00%

发文量

期刊介绍： Human Performance publishes research investigating the nature and role of performance in the workplace and in organizational settings and offers a rich variety of information going beyond the study of traditional job behavior. Dedicated to presenting original research, theory, and measurement methods, the journal investigates individual, team, and firm level performance factors that influence work and organizational effectiveness. Human Performance is a respected forum for behavioral scientists interested in variables that motivate and promote high-level human performance, particularly in organizational and occupational settings. The journal seeks to identify and stimulate relevant research, communication, and theory concerning human capabilities and effectiveness. It serves as a valuable intellectual link between such disciplines as industrial-organizational psychology, individual differences, work physiology, organizational behavior, human resource management, and human factors.