Can incivility be informative? Client incivility as a signal for provider creativity.

IF 5.9 1区 心理学 Q1 PSYCHOLOGY, APPLIED Journal of Occupational Health Psychology Pub Date : 2022-08-01 DOI:10.1037/ocp0000323
Russell A Matthews, Benjamin M Walsh, Claire E Smith, Marilyn V Whitman, Sara J McKersie
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引用次数: 3

Abstract

Workplace incivility is generally viewed as a deleterious interpersonal stressor. Yet, alternative theories suggest that incivility may have instrumental implications for some targets. Applying signaling theory, we study client-provider relationships in a health care context to unpack linkages between incivility enacted by organizational outsiders and work creativity responses by employee targets. We argue that providers leverage information from client incivility to provide more creative care over time. In Study 1 (N = 186), results suggest that clients may use incivility to signal perceptions of poor treatment quality to providers. In Study 2 (N = 416), results from topic modeling of qualitative data show that providers observe client incivility and believe it can contain valuable information about client satisfaction. In Study 3 (N = 503), providers reported their experiences of client incivility and creativity (incremental and radical) in client care over five waves of data to capture the incubation time that providers may need to reflect on instances of incivility. Employing trait-state-occasion modeling, our findings show that episodic (i.e., higher than normal) client incivility had positive lagged relationships with incremental and radical provider creativity, suggesting that time is needed for providers to process the information contained in the client incivility signal and creatively modify treatment plans. Theoretical and practical implications for workplace incivility and creativity are discussed. (PsycInfo Database Record (c) 2022 APA, all rights reserved).

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不礼貌能带来信息吗?客户的不礼貌是提供者创造力的信号。
工作场所的不文明行为通常被视为一种有害的人际压力源。然而,另一种理论认为,不礼貌可能对某些目标有工具性影响。运用信号理论,我们研究了医疗保健背景下的客户-提供者关系,以揭示组织外部人员实施的不文明行为与员工目标的工作创造力反应之间的联系。我们认为,随着时间的推移,提供者利用客户不礼貌的信息来提供更多的创造性护理。在研究1 (N = 186)中,结果表明,客户可能会使用不礼貌来向提供者表示对治疗质量差的看法。在研究2 (N = 416)中,定性数据的主题建模结果表明,提供者观察到客户的不礼貌,并认为它可以包含有关客户满意度的有价值信息。在研究3 (N = 503)中,通过五波数据,提供者报告了他们在客户服务中对客户不礼貌的体验和创造力(增量和激进),以捕捉提供者可能需要反思不礼貌实例的孵化时间。采用特质-状态-场合模型,我们的研究结果表明,情景性(即高于正常水平)来访者不文明行为与渐进式和激进式提供者创造力存在正滞后关系,这表明提供者需要时间来处理来访者不文明行为信号中包含的信息并创造性地修改治疗计划。讨论了工作场所不文明行为和创造力的理论和实践意义。(PsycInfo Database Record (c) 2022 APA,版权所有)。
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
CiteScore
8.20
自引率
5.90%
发文量
46
期刊介绍: Journal of Occupational Health Psychology offers research, theory, and public policy articles in occupational health psychology, an interdisciplinary field representing a broad range of backgrounds, interests, and specializations. Occupational health psychology concerns the application of psychology to improving the quality of work life and to protecting and promoting the safety, health, and well-being of workers. This journal focuses on the work environment, the individual, and the work-family interface.
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