{"title":"Customer Incivility, Work Engagement and Service-Oriented Citizenship Behaviours: Does Servant Leadership Make a Difference?","authors":"A. Mostafa","doi":"10.1080/08959285.2021.1998061","DOIUrl":null,"url":null,"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.","PeriodicalId":47825,"journal":{"name":"Human Performance","volume":"35 1","pages":"31 - 47"},"PeriodicalIF":2.9000,"publicationDate":"2021-11-02","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"8","resultStr":null,"platform":"Semanticscholar","paperid":null,"PeriodicalName":"Human Performance","FirstCategoryId":"102","ListUrlMain":"https://doi.org/10.1080/08959285.2021.1998061","RegionNum":4,"RegionCategory":"心理学","ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q2","JCRName":"PSYCHOLOGY, APPLIED","Score":null,"Total":0}
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.
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.
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