Document Type : Exploratory

Authors

1 Ph.D Candidate in Management, University of Isfahan, Isfahan, Iran.

2 Assistant Professor, Department of Management, University of Isfahan, Isfahan, Iran.

Abstract

The present study aimed to seek and design a model of employee incivility customers in Social Security Organization (SSO) of Iran. In this study, for collecting data we used a qualitative method of semi-structured interviews with 42 managers and supervisors of SSO in 6 metropolises, and to analyze the collected data, thematic analysis was used. To determine interrelationship between the identified and how they influence employee incivility toward customer, DEMATEL method was used. We gathered 10 academic experts' opinions to perform this procedure and design intended model. This model demonstrates how experienced customer incivility, witnessed customer incivility, job demands, job dissatisfaction, organizational injustice, life-work interference, emotional exhaustion and employee prejudice (ethnic, cultural, religious, etc.) as could directly or indirectly instigate employee incivility toward customer. Personality traits of employees (e.g. emotional stability, agreeableness, and conscientiousness) have moderating role in our arrow-shaped model. Finally, after discussing the results, limitations and practical implications, we recommended Empirical studies for future research.

Keywords

Main Subjects

رابینز، استیفن پی.؛ و جاج، تیموتی ای. (1389). رفتار سازمانی، ترجمه مهدی زارع، تهران: نص.
رضایی، فاطمه؛ نوری، ابوالقاسم؛ عریضی، حمیدرضا (1390). بی‌نزاکتی در محیط کار و قصد ترک شغل با توجه به نقش میانجی‌گری عدالت سازمانی، فصلنامه دانش و پژوهش در روان‌شناسی کاربری، شمارة 46، صص 40-50.
عرب، نگار؛ هاشمی شیخ شبانی، سید اسماعیل  و بشلیده، کیومرث (1392). پیشایندهای بی‌نزاکتی در محیط کار: بررسی برخی متغیرهای فردی و سازمانی، فصلنامة روانشناسی، دوره 17،  شمارة 67، صص 294-309.
 عرب، نگار؛ هاشمی شیخ شبانی، سید اسماعیل؛  قدیری، محبوبه و رضایی بادافشانی، فاطمه (1393). رابطه تجربه بی‌نزاکتی در محیط کار و عدالت سازمانی با ارتکاب بی‌نزاکتی در محیط کار: میانجی ‌ری نقش عاطفه منفی و تعدیل‌گری روان رنجور خویی، ه پژوهش‌های علوم شناختی و رفتاری، دورة 4، شماره 2(7)، صص 45-58.
علامه، سید محسن؛ عبودی، حمید و کاظمیان، فرشته (1393). بررسی نقش واسطه‌ای الزامات شغلی و فرسودگی عاطفی در رفتار غیرشهروندی میان مشتری و کارمند، فصلنامة مشاوره شغلی و سازمانی، دورة 6، شمارة 20، صص 80-101.
Andersson, L. M. & Pearson, C. M. (1999). Tit for tat? The spiraling effect of incivility in the workplace. Academy of Management Review, 24, Pp 452-471.
Bakker, A. B., Demerouti, E., de Boer, E. & Schaufeli, W. B. (2003). Job demands and job resources as predictors of absence duration and frequency. Journal of Vocational Behavior, 62. Pp 341-356.
Berry, C. M., Ones, D. S. & Sackett, P. R. (2007). Interpersonal deviance, organizational deviance, and their common correlates: A review and meta-analysis. Journal of Applied Psychology, 92(2), Pp 410-424.
Correa, A.P. & Ferreira, M.C. (2011). The impact of environmental stressors and types of work contract on occupational stress. The Spanish Journal of Psychology, 14, Pp 215-262.
Dalal, R. S. (2005). A meta-analysis of the relationship between organizational citizenship behavior and counterproductive work behavior. Journal of Applied Psychology, 90, Pp 124-1255.
Demerouti, E., Bakker, A. B., Nachreiner, F. & Schaufeli, W. B. (2001). The job demands–resources model of burnout. Journal of Applied Psychology, 86, Pp 499-512.
Estes, B., & Wang, J. (2008). Workplace incivility: Impact on individual and organizational performance. Human Resource Development Review, 7, Pp 218-240.
Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology, 12, Pp 63-79.
Halbesleben, J. R. B. & Bowler, W. M. (2005). Organizational citizenship behaviors and burnout. In D. L. Turnipseed (Ed.), Handbook of organizational citizenship behaviors: A review of good soldier activity. Hauppauge, NY, Nova Science.
Hur, W.M., Moon T.W., & Han, S.J. (2015). The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion, Journal of Service Theory and Practice, 25(4), Pp 394-413
Lavelle, J. J., Rupp, D. E., & Brockner, J. (2007). Taking a multifoci approach to the study of justice, social exchange, and citizenship behavior: The target similarity model. Journal of Management, 33, Pp 841-866.
Livingston, B. A. & Judge, T. A. (2008). Emotional responses to work-family conflict: An examination of gender role orientation among working men and women. Journal of Applied Psychology, 93, Pp 207-216.
Maslach, C. (1993). Burnout: A multidimensional perspective. In W. B. Schaufeli, C. Maslach, & T. Marek (Eds.), Professional burnout: Recent developments in theory and research. Washington, DC, Taylor & Francis.
Namey, E., Guest, G., Thairu, L. & Johnson, L. (2007). Data Reduction Techniques for Large Qualitative Data Sets, In Guest G. & MacQueen K. M. (Eds.), Handbook for Team-Based Qualitative Research, United Kingdom: AltaMira Press: 137-162.
Pearson, C. M., Andersson, L. M., & Porath, C. L. (2000). Assessing and attacking workplace incivility. Organizational Dynamics, 29, p 123.
Pearson, C. M., & Porath, C. L. (2004). On incivility, its impact and directions for future research. In R. W. Griffin & A. M. O’Leary-Kelly (Eds.), The dark side of organizational behavior. San Francisco: Jossey-Bass.
Roberts, S. (2012). Application of the stressor-emotion model of counterproductive work behavior to incivility. dissertation for the degree doctor of Philosophy in psychology, university of Nebraska, Published by Proquest LLC, UMI Number: 3503620.
Roberts, S., Scherer, L. & Bowyer, C. (2011). Job stress and incivility: What role does psychological capital play? Journal of Leadership & Organizational Studies, 18, Pp 449-458.
Sayers, J.K., Sears, K.L., Kelly, K.M. & Harbke, C.R. (2011). When Employees Engage in Workplace Incivility: The Interactive Effect of Psychological Contract Violation and Organizational Justice, Employ Response Rights, 23, Pp 269–283.
Schilpzand, P., De Pater I.E., Erez, A. (2014), Workplace incivility: A review of the literature and agenda for future Research, Journal of Organizational Behavior, Wiley Online, doi:10.1002/job.1976
Sliter, M.T., Pui, S.Y., Sliter, K.A., & Jex, S.M. (2011). The differential effects of interpersonal conflict from customers and coworkers: Trait anger as a moderator. Journal of Occupational Health Psychology, 16(4), Pp 424-440.
Sliter, M. T., Sliter, K.A., & Jex, S.M.A. (2012). The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance. Journal of Organizational Behavior, 33, Pp 121-139.
Spector, P. E. (1998). A control theory of the job stress process. In C. L. Cooper (Ed.), Theories of organizational stress. 153-169. New York: Oxford University Press.
Van Jaarsveld, D. D., Walker D. D. & Skarliki, D. P. (2010). The role of job demands and emotional exhaustion in the relationship between customer and employee incivility. Journal of Management, 36(6), Pp 1486-1504.
Wilson, N.L. & Holmvall, C.M. (2013). The development and validation of the Incivility from Customers Scale, Journal of occupational health psychology, 18(3), Pp 310-326.