Journal of Occupational Health Psychology最新文献

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Does bystander behavior make a difference? How passive and active bystanders in the group moderate the effects of bullying exposure. 旁观者的行为有影响吗?小组中的被动和主动旁观者如何缓和霸凌暴露的影响。
IF 5.1 1区 心理学
Journal of Occupational Health Psychology Pub Date : 2022-02-01 Epub Date: 2021-08-09 DOI: 10.1037/ocp0000296
Kara Ng, Karen Niven, Guy Notelaers
{"title":"Does bystander behavior make a difference? How passive and active bystanders in the group moderate the effects of bullying exposure.","authors":"Kara Ng,&nbsp;Karen Niven,&nbsp;Guy Notelaers","doi":"10.1037/ocp0000296","DOIUrl":"https://doi.org/10.1037/ocp0000296","url":null,"abstract":"<p><p>Workplace bullying has negative effects on targets' well-being. Researchers are increasingly aware that bullying occurs within social contexts and is often witnessed by others in the organization, such as bystanders. However, we know little about how bystanders' responses influence outcomes for those exposed to bullying. In this multilevel study, involving 572 employees within 55 work groups, we explore how bystanders' passive (e.g., inaction) and active constructive (e.g., defending the target) responses to bullying can affect targets' somatic symptoms and work engagement. Drawing from Job-Demands Resource theory, we propose that passive and active constructive bystanders can worsen or buffer bullying's effects on these well-being outcomes, respectively. Specifically, we propose that passive bystanders can act as further demands for targets to cope with, leading to demand accumulation, while active constructive bystanders can act as resources. We found that exposure to workplace bullying was associated with somatic symptoms and low work engagement. The number of passive and active constructive bystanders in the target's work group moderated the relationship between exposure to bullying and engagement. In particular, with larger numbers of passive bystanders, the negative relationship of bullying exposure with engagement strengthened. Conversely, with a higher number of active constructive bystanders, bullying's negative relationship with engagement was mitigated. However, there was no moderating effect for somatic symptoms. This study contributes as the first empirical test of whether bystander behavior shapes the consequences of bullying for targets and provides a novel, group-level perspective to the bullying bystander literature. (PsycInfo Database Record (c) 2022 APA, all rights reserved).</p>","PeriodicalId":48339,"journal":{"name":"Journal of Occupational Health Psychology","volume":null,"pages":null},"PeriodicalIF":5.1,"publicationDate":"2022-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"39293844","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 15
Effects of a workplace intervention on daily stressor reactivity. 工作场所干预对日常应激源反应的影响。
IF 5.1 1区 心理学
Journal of Occupational Health Psychology Pub Date : 2022-02-01 DOI: 10.1037/ocp0000297
Kate A Leger, Soomi Lee, Kelly D Chandler, David M Almeida
{"title":"Effects of a workplace intervention on daily stressor reactivity.","authors":"Kate A Leger,&nbsp;Soomi Lee,&nbsp;Kelly D Chandler,&nbsp;David M Almeida","doi":"10.1037/ocp0000297","DOIUrl":"https://doi.org/10.1037/ocp0000297","url":null,"abstract":"<p><p>Heightened affective and physical reactions to daily stressful events predict poor long-term physical and mental health outcomes. It is unknown, however, if an experimental manipulation designed to increase interpersonal resources at work can reduce associations between daily stressors and physical and affective well-being. The present study tests the effects of a workplace intervention designed to increase supervisor support for family and personal life and schedule control on employees' affective and physical reactivity to daily stressors in different domains (i.e., work, home, interpersonal, and noninterpersonal stressors). Participants were 102 employed parents with adolescent children from an information technology (IT) division of a large U.S. firm who participated in the Work, Family, and Heath Study. Participants provided 8-day daily diary data at baseline and again at a 12-month follow-up after the implementation of a workplace intervention. Multilevel models revealed that the intervention significantly reduced employees' negative affect reactivity to work stressors and noninterpersonal stressors, compared to the usual practice condition. Negative reactivity did not decrease for nonwork or interpersonal stressors. The intervention also did not significantly reduce positive affect reactivity or physical symptom reactivity to any stressor type. Results demonstrate that making positive changes in work environments, including increasing supervisor support and flexible scheduling, may promote employee health and well-being through better affective responses to common daily stressors at work. (PsycInfo Database Record (c) 2022 APA, all rights reserved).</p>","PeriodicalId":48339,"journal":{"name":"Journal of Occupational Health Psychology","volume":null,"pages":null},"PeriodicalIF":5.1,"publicationDate":"2022-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8831425/pdf/nihms-1738281.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"10650260","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 4
An "I" for an "I": A systematic review and meta-analysis of instigated and reciprocal incivility. 一个“我”的“我”:一个系统的回顾和元分析的煽动和互惠的不文明。
IF 5.1 1区 心理学
Journal of Occupational Health Psychology Pub Date : 2022-02-01 Epub Date: 2021-07-29 DOI: 10.1037/ocp0000293
Lauren S Park, Larry R Martinez
{"title":"An \"I\" for an \"I\": A systematic review and meta-analysis of instigated and reciprocal incivility.","authors":"Lauren S Park,&nbsp;Larry R Martinez","doi":"10.1037/ocp0000293","DOIUrl":"https://doi.org/10.1037/ocp0000293","url":null,"abstract":"<p><p>Incivility and its negative impacts on individuals, teams, and organizations have been widely studied in workplace contexts, but the literature lacks a comprehensive understanding of incivility from the instigator's perspective. This meta-analysis of instigated incivility included 35,344 workers from 76 independent samples. Results showed that instigated incivility was related to several correlates including psychological ill-being, ρ = .36, and well-being, ρ = -.17; physical well-being, ρ = -.25; personal dispositions that are risk factors, ρ = .47, and preventative factors, ρ = -.34; negative, ρ = .28, and positive, ρ = -.33, job attitudes; positive team characteristics, ρ = -.28; job demands, ρ = .10; and experienced, ρ = .61, and observed, ρ = .58, incivility. Moderator analyses showed that the relationship between experienced and instigated incivility was weaker for older participants and under conditions of greater job control and work-group civility. (PsycInfo Database Record (c) 2022 APA, all rights reserved).</p>","PeriodicalId":48339,"journal":{"name":"Journal of Occupational Health Psychology","volume":null,"pages":null},"PeriodicalIF":5.1,"publicationDate":"2022-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"39255622","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 13
The dynamic nature of interpersonal conflict and psychological strain in extreme work settings. 极端工作环境中人际冲突和心理压力的动态性质。
IF 5.1 1区 心理学
Journal of Occupational Health Psychology Pub Date : 2022-02-01 DOI: 10.1037/ocp0000290
Ajay V Somaraju, Daniel J Griffin, Jeffrey Olenick, Chu-Hsiang Daisy Chang, Steve W J Kozlowski
{"title":"The dynamic nature of interpersonal conflict and psychological strain in extreme work settings.","authors":"Ajay V Somaraju,&nbsp;Daniel J Griffin,&nbsp;Jeffrey Olenick,&nbsp;Chu-Hsiang Daisy Chang,&nbsp;Steve W J Kozlowski","doi":"10.1037/ocp0000290","DOIUrl":"https://doi.org/10.1037/ocp0000290","url":null,"abstract":"<p><p>Humanity will mount interplanetary exploration missions within the next two decades, supported by a growing workforce operating in isolated, confined, and extreme (ICE) conditions of space. How will future space workers fare in a closed social world while subjected to persistent stressors? Using a sample of 32 participants operating in ICE conditions over the course of 30-45 days, we developed and tested a dynamic model of conflict and strain. Drawing on conservation of resources (COR) theory, we investigated reciprocal relationships between different forms (i.e., task and relationship) of conflict, and between conflict and strain. Results demonstrated evidence for a <i>resource threat feedback loop</i> as current-day task conflict predicted next-day relationship conflict and current-day relationship conflict predicted next-day task conflict. Additionally, results indicated support for a <i>resource loss feedback loop</i> as current-day relationship conflict predicted next-day strain, and current-day strain predicted next-day relationship conflict. Moreover, we found that job conditions affected these associations as current-day relationship conflict was more associated with next-day task conflict when next-day workload was high, but not when next-day workload was low. Similarly, current-day relationship conflict was more associated with next-day strain when next-day workload was high; however, this association decreased when next-day workload was low. Therefore, the results suggest that workload plays a critical role in weakening the effect of these spirals over time, and suggests that targeted interventions (e.g., recovery days) can help buffer against the negative impact of relationship conflict on strain and decrease the extent that relationship conflict spills over into task disputes. (PsycInfo Database Record (c) 2022 APA, all rights reserved).</p>","PeriodicalId":48339,"journal":{"name":"Journal of Occupational Health Psychology","volume":null,"pages":null},"PeriodicalIF":5.1,"publicationDate":"2022-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"https://www.ncbi.nlm.nih.gov/pmc/articles/PMC8816980/pdf/nihms-1729460.pdf","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"10650243","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"OA","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 15
Change of heart, change of mind, or change of willpower? Explaining the dynamic relationship between experienced and perpetrated incivility change. 改变心意,改变想法,还是改变意志力?解释经历和实施不文明行为变化之间的动态关系。
IF 5.1 1区 心理学
Journal of Occupational Health Psychology Pub Date : 2022-02-01 Epub Date: 2021-10-21 DOI: 10.1037/ocp0000299
Shiyang Su, Shannon G Taylor, Steve M Jex
{"title":"Change of heart, change of mind, or change of willpower? Explaining the dynamic relationship between experienced and perpetrated incivility change.","authors":"Shiyang Su,&nbsp;Shannon G Taylor,&nbsp;Steve M Jex","doi":"10.1037/ocp0000299","DOIUrl":"https://doi.org/10.1037/ocp0000299","url":null,"abstract":"<p><p>As organizational scholarship increasingly recognizes the dynamic nature of interpersonal stressors like workplace incivility, the present study investigates <i>workplace incivility change</i> and the mechanisms through which it affects employees. Whereas prior research demonstrates that employees who experience workplace incivility are likely to engage in similar behavior because of depleted self-control, the current investigation draws on Metcalfe and Mischel's (1999) dual-process model to examine additional affective and cognitive mechanisms underlying this dynamic process. We propose that interceding changes in negative affect and cognitive rumination also mediate the dynamic relationship between experienced and perpetrated incivility change. We test our predictions using latent change score modeling with data from 481 employees surveyed four times across 3 months. Results show that the relationship between experienced and perpetrated incivility change is driven by a change in negative affect and that the dynamic indirect effect via negative affect change is moderated by individual differences in psychological detachment. Implications for science and practice are discussed. (PsycInfo Database Record (c) 2022 APA, all rights reserved).</p>","PeriodicalId":48339,"journal":{"name":"Journal of Occupational Health Psychology","volume":null,"pages":null},"PeriodicalIF":5.1,"publicationDate":"2022-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"39562117","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 7
Can two wrongs make a right? The buffering effect of retaliation on subordinate well-being following abusive supervision. 两个错误能变成一个正确吗?虐待监管后报复对下属幸福感的缓冲作用。
IF 5.1 1区 心理学
Journal of Occupational Health Psychology Pub Date : 2022-02-01 Epub Date: 2021-07-22 DOI: 10.1037/ocp0000291
Lindie H Liang, Claudie Coulombe, Douglas J Brown, Huiwen Lian, Samuel Hanig, D Lance Ferris, Lisa M Keeping
{"title":"Can two wrongs make a right? The buffering effect of retaliation on subordinate well-being following abusive supervision.","authors":"Lindie H Liang,&nbsp;Claudie Coulombe,&nbsp;Douglas J Brown,&nbsp;Huiwen Lian,&nbsp;Samuel Hanig,&nbsp;D Lance Ferris,&nbsp;Lisa M Keeping","doi":"10.1037/ocp0000291","DOIUrl":"https://doi.org/10.1037/ocp0000291","url":null,"abstract":"<p><p>Subordinates who are abused by a supervisor tend to experience violated perceptions of interpersonal justice and deteriorated well-being. One way in which they may seek to cope with these consequences is by engaging in retaliatory behaviors intended to \"get back\" at their supervisor and even the score. Based on research suggesting that acts of retaliation can restore perceptions of justice, we propose a model whereby retaliation alleviates the effect of abusive supervision on subordinate well-being by restoring subordinates' interpersonal justice perceptions. In two studies, using multiwave (Study 1) and time-lagged (Study 2) designs, we found general support for our predictions, even when controlling for the alternative mechanism of victim identity and subordinates' baseline well-being. These results suggest that retaliation reduces the harmful consequences of supervisory abuse on well-being not only in the short term but also in the long run. Theoretical and practical implications surrounding this increased understanding of the effectiveness of retaliation as a strategy for coping with the effects of abusive supervision over time are discussed. (PsycInfo Database Record (c) 2022 APA, all rights reserved).</p>","PeriodicalId":48339,"journal":{"name":"Journal of Occupational Health Psychology","volume":null,"pages":null},"PeriodicalIF":5.1,"publicationDate":"2022-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"39212052","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 8
When the medium massages perceptions: Personal (vs. public) displays of information reduce crowding perceptions and outsider mistreatment of frontline staff. 当媒体对感知进行按摩时:个人(与公共)信息展示减少了拥挤感和外部对一线员工的虐待。
IF 5.1 1区 心理学
Journal of Occupational Health Psychology Pub Date : 2022-02-01 DOI: 10.1037/ocp0000310
Jean-Nicolas Reyt, Dorit Efrat-Treister, Daniel Altman, Chen Shapira, Arie Eisenman, Anat Rafaeli
{"title":"When the medium massages perceptions: Personal (vs. public) displays of information reduce crowding perceptions and outsider mistreatment of frontline staff.","authors":"Jean-Nicolas Reyt,&nbsp;Dorit Efrat-Treister,&nbsp;Daniel Altman,&nbsp;Chen Shapira,&nbsp;Arie Eisenman,&nbsp;Anat Rafaeli","doi":"10.1037/ocp0000310","DOIUrl":"https://doi.org/10.1037/ocp0000310","url":null,"abstract":"<p><p>Crowded waiting areas are volatile environments, where seemingly ordinary people often get frustrated and mistreat frontline staff. Given that crowding is an exogenous factor in many industries (e.g., retail, healthcare), we suggest an intervention that can \"massage\" outsiders' perceptions of crowding and reduce the mistreatment of frontline staff. We theorize that providing information for outsiders to read while they wait on a personal medium (e.g., a leaflet, a smartphone) reduces their crowding perceptions and mistreatment of frontline staff, compared to providing the same information on a public medium (e.g., poster, wall sign). We report two studies that confirm our theory: A field experiment in Emergency Departments (n = 939) and an online experiment simulating a coffee shop (n = 246). Theoretical and managerial implications are discussed. (PsycInfo Database Record (c) 2022 APA, all rights reserved).</p>","PeriodicalId":48339,"journal":{"name":"Journal of Occupational Health Psychology","volume":null,"pages":null},"PeriodicalIF":5.1,"publicationDate":"2022-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"39906688","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 1
Perceived overqualification and experiences of incivility: Can task i-deals help or hurt? 感知到的资历过高和不礼貌的经历:任务交易是有益的还是有害的?
IF 5.1 1区 心理学
Journal of Occupational Health Psychology Pub Date : 2022-02-01 Epub Date: 2021-11-04 DOI: 10.1037/ocp0000304
Emika Howard, Aleksandra Luksyte, Rajiv K Amarnani, Christiane Spitzmueller
{"title":"Perceived overqualification and experiences of incivility: Can task i-deals help or hurt?","authors":"Emika Howard,&nbsp;Aleksandra Luksyte,&nbsp;Rajiv K Amarnani,&nbsp;Christiane Spitzmueller","doi":"10.1037/ocp0000304","DOIUrl":"https://doi.org/10.1037/ocp0000304","url":null,"abstract":"<p><p>We examined why overqualified employees may report heightened levels of experienced incivility, particularly when they have successfully negotiated task i-deals from their employers. Adopting a person-job fit perspective, we examined our proposed model in two studies with employees in the higher education industry (Study 1) and workers from a range of industries and occupations (Study 2). In Study 1 (<i>N</i> = 229), the moderated mediation model showed that task i-deals attenuated the positive relationship between perceived overqualification and boredom sensations, which was associated with reduced experienced incivility. In Study 2 (<i>N</i> = 222), using a time-lagged design, we expanded on Study 1 findings by examining dimensions of person-job fit, namely, demands-abilities fit and needs-supplies fit, as well as perceptions of being envied by coworkers as mechanisms. Supporting our theorizing, we showed that task i-deals buffered the negative relationship between perceived overqualification and demands-abilities fit. Ironically, the provision of i-deals intensified overqualified employees' perceptions of being envied by coworkers, which in turn explained their reported experiences of incivility. These results highlighted the complexity of reducing interpersonal stressors, wherein the provision of task i-deals minimized the misfit and associated boredom sensations of overqualified employees. Yet, such customized working arrangements intensified overqualified employees' feelings of being envied and their reports of experienced incivility. (PsycInfo Database Record (c) 2022 APA, all rights reserved).</p>","PeriodicalId":48339,"journal":{"name":"Journal of Occupational Health Psychology","volume":null,"pages":null},"PeriodicalIF":5.1,"publicationDate":"2022-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"39590697","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 11
Putting workplace bullying in context: The role of high-involvement work practices in the relationship between job demands, job resources, and bullying exposure. 将工作场所欺凌置于情境中:高投入工作实践在工作需求、工作资源和欺凌暴露之间的关系中的作用。
IF 5.1 1区 心理学
Journal of Occupational Health Psychology Pub Date : 2022-02-01 Epub Date: 2021-12-30 DOI: 10.1037/ocp0000315
Ivana Vranjes, Guy Notelaers, Denise Salin
{"title":"Putting workplace bullying in context: The role of high-involvement work practices in the relationship between job demands, job resources, and bullying exposure.","authors":"Ivana Vranjes,&nbsp;Guy Notelaers,&nbsp;Denise Salin","doi":"10.1037/ocp0000315","DOIUrl":"https://doi.org/10.1037/ocp0000315","url":null,"abstract":"<p><p>Previous research has demonstrated the crucial association between employee stressors and workplace bullying. In this article, we argue that a nurturing organizational context will protect employees from exposure to workplace bullying and will interact with individual demands and resources known to have effect on exposure to bullying in the workplace. In specific, we look at high-involvement work practices (HIWPs)-which include participation, information-sharing, competence development, and rewards. Multilevel analyses on the data from 28,923 Belgian employees from 144 organizations show that organization-level HIWPs are negatively associated with bullying exposure. Moreover, HIWPs interact with individually experienced job demands and resources, by decreasing the association between employee work pressure and bullying and by somewhat compensating for the lack of experienced social support from colleagues at work. HIWPs did not moderate the relationship between employee job insecurity and bullying and social support from the supervisor and bullying. These findings highlight the important role HIWPs can play in protecting employees from workplace bullying, while also suggesting the difficulty of compensating for certain individual risk factors. (PsycInfo Database Record (c) 2022 APA, all rights reserved).</p>","PeriodicalId":48339,"journal":{"name":"Journal of Occupational Health Psychology","volume":null,"pages":null},"PeriodicalIF":5.1,"publicationDate":"2022-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"39772983","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 12
Having control or lacking control? Roles of job crafting and service scripts in coping with customer incivility. 有控制力还是缺乏控制力?工作起草和服务脚本在处理客户不礼貌行为中的作用。
IF 5.1 1区 心理学
Journal of Occupational Health Psychology Pub Date : 2022-02-01 Epub Date: 2021-07-29 DOI: 10.1037/ocp0000288
Yuhyung Shin, Won-Moo Hur
{"title":"Having control or lacking control? Roles of job crafting and service scripts in coping with customer incivility.","authors":"Yuhyung Shin,&nbsp;Won-Moo Hur","doi":"10.1037/ocp0000288","DOIUrl":"https://doi.org/10.1037/ocp0000288","url":null,"abstract":"<p><p>Despite previous studies that examined factors that would help service employees cope with customer incivility, the role of employee-initiated job strategies has rarely been explored in the context of customer incivility. Drawing on the job demand-control model, we proposed that a high-control job strategy (such as job crafting) alleviates the deleterious effect of customer incivility on job performance through emotional exhaustion, whereas a low-control job strategy (such as service scripts) aggravates this effect. To test the proposed moderated mediation effects, we collected three-wave data from 272 hotel employees and their 54 team leaders over a 6-month period. As predicted, job crafting and service scripts performed contrasting moderating functions. Specifically, the customer incivility-emotional exhaustion relationship was weaker for employees who engaged in job crafting more often than for those who did not. Job crafting also mitigated the negative indirect effect of customer incivility on job performance through emotional exhaustion. In contrast, the customer incivility-emotional exhaustion relationship was more pronounced among employees who used service scripts more often. Service scripts further exacerbate the negative indirect effect of customer incivility on job performance through emotional exhaustion. These findings have theoretical and practical implications for occupational health research. (PsycInfo Database Record (c) 2022 APA, all rights reserved).</p>","PeriodicalId":48339,"journal":{"name":"Journal of Occupational Health Psychology","volume":null,"pages":null},"PeriodicalIF":5.1,"publicationDate":"2022-02-01","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":null,"resultStr":null,"platform":"Semanticscholar","paperid":"39255589","PeriodicalName":null,"FirstCategoryId":null,"ListUrlMain":null,"RegionNum":1,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":"","EPubDate":null,"PubModel":null,"JCR":null,"JCRName":null,"Score":null,"Total":0}
引用次数: 29
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