Mistreatment from Multiple Sources: Interaction Effects of Abusive Supervision, Coworker Incivility, and Customer Incivility on Work Outcomes

Yuhyung Shin, Won-Moo Hur and Seongho Kang
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Yuhyung Shin: School of Business, Hanyang University, 17 Haengdang-dong, Seongdong-gu, Seoul 04763, Korea
Won-Moo Hur: College of Business Administration, Inha University, 100 Inha-ro, Michuhol-gu, Incheon 22212, Korea
Seongho Kang: College of Business, Chosun University, 309 Pilmundae-ro, Dong-gu, Gwangju 61452, Korea

IJERPH, 2021, vol. 18, issue 10, 1-16

Abstract: Despite the large body of research on workplace mistreatment, surprisingly few studies have examined the interaction effect of multiple interpersonal stressors on employee outcomes. To fill this gap, our research aimed to test the moderating effects of coworker incivility and customer incivility on the relationship between abusive supervision, emotional exhaustion, and job performance. Analyses conducted on 651 South Korean frontline service employees revealed that abusive supervision exerted a significant indirect effect on job performance through emotional exhaustion. Customer incivility strengthened the positive relationship between abusive supervision and emotional exhaustion, as well as the indirect effect of abusive supervision on job performance through emotional exhaustion. Our post hoc analysis demonstrated a three-way interaction between abusive supervision, coworker incivility, and customer incivility; the relationship between abusive supervision and emotional exhaustion was significantly positive only when coworker incivility was high and customer incivility was low. We discuss the implications of our findings for theory and practice.

Keywords: abusive supervision; coworker incivility; customer incivility; emotional exhaustion; job performance (search for similar items in EconPapers)
JEL-codes: I I1 I3 Q Q5 (search for similar items in EconPapers)
Date: 2021
References: View references in EconPapers View complete reference list from CitEc
Citations: View citations in EconPapers (1)

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