On the nature, consequences and remedies of workplace incivility: No time for "nice"? Think again

Academy of Management Executive

Volumn 19, Issue 1, 2005, Pages 7-18

  Pearson, Christine M ^a   Porath, Christine L ^a  

^a NONE

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[No Author keywords available]

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EID: 14644402444     PISSN: 10795545     EISSN: None     Source Type: Journal    
DOI: 10.5465/ame.2005.15841946     Document Type: Review

References (63)

1. Remington, R., & Darden, M. 2002. Aggravating circumstances: A status report on rudeness in America. NYC: Public Agenda.
2. For further scholarly consideration of the perceived prevalence of incivility see, for example: Cortina, L. M., Magley, V. J., Williams, J. H., & Langhout, R. D. 2001. Incivility in the workplace: Incidence and impact. Journal of Occupational Health Psychology, 6: 64-80; Ehrlich, H. J. & Larcom, B. E. K. 1994. Ethnoviolence in the workplace. Baltimore, MD: Center for the Applied Study of Ethnoviolence.
3. For further scholarly consideration of the perceived prevalence of incivility see, for example: Cortina, L. M., Magley, V. J., Williams, J. H., & Langhout, R. D. 2001. Incivility in the workplace: Incidence and impact. Journal of Occupational Health Psychology, 6: 64-80; Ehrlich, H. J. & Larcom, B. E. K. 1994. Ethnoviolence in the workplace. Baltimore, MD: Center for the Applied Study of Ethnoviolence.
4. Among additional publications in which we have discussed the effects of the prevalence of incivility, see our commentary in Roche, E. 2003. Do something, he's about to snap. Harvard Business Review, July, 54-60; and Pearson, C. M. & Porath, C. L. 2004. On incivility, its impact and directions for future research. In R. Griffin & A. O'Leary-Kelly. The Dark Side of Organizational Behavior. San Francisco: Jossey-Bass; Pearson, C., Andersson, L. & Porath, C. 2000. Assessing and attacking workplace incivility. Organizational Dynamics. Fall. 123-137.
5. Among additional publications in which we have discussed the effects of the prevalence of incivility, see our commentary in Roche, E. 2003. Do something, he's about to snap. Harvard Business Review, July, 54-60; and Pearson, C. M. & Porath, C. L. 2004. On incivility, its impact and directions for future research. In R. Griffin & A. O'Leary-Kelly. The Dark Side of Organizational Behavior. San Francisco: Jossey-Bass; Pearson, C., Andersson, L. & Porath, C. 2000. Assessing and attacking workplace incivility. Organizational Dynamics. Fall. 123-137.
6. Among additional publications in which we have discussed the effects of the prevalence of incivility, see our commentary in Roche, E. 2003. Do something, he's about to snap. Harvard Business Review, July, 54-60; and Pearson, C. M. & Porath, C. L. 2004. On incivility, its impact and directions for future research. In R. Griffin & A. O'Leary-Kelly. The Dark Side of Organizational Behavior. San Francisco: Jossey-Bass; Pearson, C., Andersson, L. & Porath, C. 2000. Assessing and attacking workplace incivility. Organizational Dynamics. Fall. 123-137.
7. For further discussion of potential causes of incivility, see for example: Andersson, L. M., & Pearson, C. M. 1999. Tit-for-tat? The spiraling effect of incivility in the workplace. Academy of Management Review. 24(3): 452-471; Gonthier, G. 2002. Rude awakenings: Overcoming the incivility crisis in the workplace. Chicago: Dearborn Trade Publishing; Morand, D. A. 1998. Getting serious about going casual on the job. Business Horizons, 41: 51-56; Porath, C., & Erez, A., Incivility and its effects on performance, motivation and helping behaviors (working paper, University of Southern California); Rafaeli, A., Dutton, J., Harquail, C. V., & Mackie-Lewis, S. 1997. Navigating by attire: The use of dress by female administrative employees. Academy of Management Journal. 40: 9-45. Roberts, M. C. 1985. A plea for professional civility. Professional Psychology: Research and Practice, 16(4): 474.
8. For further discussion of potential causes of incivility, see for example: Andersson, L. M., & Pearson, C. M. 1999. Tit-for-tat? The spiraling effect of incivility in the workplace. Academy of Management Review. 24(3): 452-471; Gonthier, G. 2002. Rude awakenings: Overcoming the incivility crisis in the workplace. Chicago: Dearborn Trade Publishing; Morand, D. A. 1998. Getting serious about going casual on the job. Business Horizons, 41: 51-56; Porath, C., & Erez, A., Incivility and its effects on performance, motivation and helping behaviors (working paper, University of Southern California); Rafaeli, A., Dutton, J., Harquail, C. V., & Mackie-Lewis, S. 1997. Navigating by attire: The use of dress by female administrative employees. Academy of Management Journal. 40: 9-45. Roberts, M. C. 1985. A plea for professional civility. Professional Psychology: Research and Practice, 16(4): 474.
9. For further discussion of potential causes of incivility, see for example: Andersson, L. M., & Pearson, C. M. 1999. Tit-for-tat? The spiraling effect of incivility in the workplace. Academy of Management Review. 24(3): 452-471; Gonthier, G. 2002. Rude awakenings: Overcoming the incivility crisis in the workplace. Chicago: Dearborn Trade Publishing; Morand, D. A. 1998. Getting serious about going casual on the job. Business Horizons, 41: 51-56; Porath, C., & Erez, A., Incivility and its effects on performance, motivation and helping behaviors (working paper, University of Southern California); Rafaeli, A., Dutton, J., Harquail, C. V., & Mackie-Lewis, S. 1997. Navigating by attire: The use of dress by female administrative employees. Academy of Management Journal. 40: 9-45. Roberts, M. C. 1985. A plea for professional civility. Professional Psychology: Research and Practice, 16(4): 474.
10. For further discussion of potential causes of incivility, see for example: Andersson, L. M., & Pearson, C. M. 1999. Tit-for-tat? The spiraling effect of incivility in the workplace. Academy of Management Review. 24(3): 452-471; Gonthier, G. 2002. Rude awakenings: Overcoming the incivility crisis in the workplace. Chicago: Dearborn Trade Publishing; Morand, D. A. 1998. Getting serious about going casual on the job. Business Horizons, 41: 51-56; Porath, C., & Erez, A., Incivility and its effects on performance, motivation and helping behaviors (working paper, University of Southern California); Rafaeli, A., Dutton, J., Harquail, C. V., & Mackie-Lewis, S. 1997. Navigating by attire: The use of dress by female administrative employees. Academy of Management Journal. 40: 9-45. Roberts, M. C. 1985. A plea for professional civility. Professional Psychology: Research and Practice, 16(4): 474.
11. For further discussion of potential causes of incivility, see for example: Andersson, L. M., & Pearson, C. M. 1999. Tit-for-tat? The spiraling effect of incivility in the workplace. Academy of Management Review. 24(3): 452-471; Gonthier, G. 2002. Rude awakenings: Overcoming the incivility crisis in the workplace. Chicago: Dearborn Trade Publishing; Morand, D. A. 1998. Getting serious about going casual on the job. Business Horizons, 41: 51-56; Porath, C., & Erez, A., Incivility and its effects on performance, motivation and helping behaviors (working paper, University of Southern California); Rafaeli, A., Dutton, J., Harquail, C. V., & Mackie-Lewis, S. 1997. Navigating by attire: The use of dress by female administrative employees. Academy of Management Journal. 40: 9-45. Roberts, M. C. 1985. A plea for professional civility. Professional Psychology: Research and Practice, 16(4): 474.
12. For further discussion of potential causes of incivility, see for example: Andersson, L. M., & Pearson, C. M. 1999. Tit-for-tat? The spiraling effect of incivility in the workplace. Academy of Management Review. 24(3): 452-471; Gonthier, G. 2002. Rude awakenings: Overcoming the incivility crisis in the workplace. Chicago: Dearborn Trade Publishing; Morand, D. A. 1998. Getting serious about going casual on the job. Business Horizons, 41: 51-56; Porath, C., & Erez, A., Incivility and its effects on performance, motivation and helping behaviors (working paper, University of Southern California); Rafaeli, A., Dutton, J., Harquail, C. V., & Mackie-Lewis, S. 1997. Navigating by attire: The use of dress by female administrative employees. Academy of Management Journal. 40: 9-45. Roberts, M. C. 1985. A plea for professional civility. Professional Psychology: Research and Practice, 16(4): 474.
13. Bennett, R. J., & Robinson, S. L. 2002. The past, present, and future of deviance research. In J. Greenberg (Ed.), Organizational behavior: The state of science. Mahwah, NJ: Lawrence Erlbaum Associates.
14. For further discussion of the evolution of this definition, as well as the placement of the construct of incivility among other forms of workplace deviance, please see Andersson, L. M., & Pearson, C. M. 1999. Tit-for-tat? The spiraling effect of incivility in the workplace, Academy of Management Review, 24 (3): 452-471.
15. Baron, R. A., & Neuman, J. H. 1996. Workplace violence and workplace aggression: Evidence on their relative frequency and potential causes. Aggressive Behavior 22: 161-173.
16. Johnson, P. R. & Indvik, J. 2001. Rudeness at work: Impulse over restraint. Public Personnel Management 30 (4) pp.457-465.
17. For a broad discussion of civility at the societal level in the U.S., see Carter, S. L. 1998. Civility: Manners, morals, and the etiquette of democracy. New York: Basic Books.
18. Although workplace incivility is a relatively new scholarly construct, there is abundant research in psychology and organizational studies regarding other forms of deviance, including aggression. Among these publications, we recommend the following: Berkowitz, L. 1986. Some varieties of human aggression: Criminal violence as coercion, rule-following, impression management, and impulsive behavior. In A. Campbell & J. J. Gibbs (Eds.), Violent transactions: 87-103. Oxford, England: Basil Blackwell; Bies, R. J. & Tripp, T. M. 1995. Beyond distrust: "Getting even" and the need for revenge. In Kramer R. M., & Tyler, T. R. (Eds.) Trust in organizations. Thousand Oaks, CA: Sage: 246-260; Luckenbill, D. F. 1977. Criminal homicide as a situated transaction. Social Problems, 25:176-186; Tedeshi, J. T., & Felson, R. B. 1994. Violence, aggression and coercive actions. Washington, DC: American Psychological Association.
19. Although workplace incivility is a relatively new scholarly construct, there is abundant research in psychology and organizational studies regarding other forms of deviance, including aggression. Among these publications, we recommend the following: Berkowitz, L. 1986. Some varieties of human aggression: Criminal violence as coercion, rule-following, impression management, and impulsive behavior. In A. Campbell & J. J. Gibbs (Eds.), Violent transactions: 87-103. Oxford, England: Basil Blackwell; Bies, R. J. & Tripp, T. M. 1995. Beyond distrust: "Getting even" and the need for revenge. In Kramer R. M., & Tyler, T. R. (Eds.) Trust in organizations. Thousand Oaks, CA: Sage: 246-260; Luckenbill, D. F. 1977. Criminal homicide as a situated transaction. Social Problems, 25:176-186; Tedeshi, J. T., & Felson, R. B. 1994. Violence, aggression and coercive actions. Washington, DC: American Psychological Association.
20. Although workplace incivility is a relatively new scholarly construct, there is abundant research in psychology and organizational studies regarding other forms of deviance, including aggression. Among these publications, we recommend the following: Berkowitz, L. 1986. Some varieties of human aggression: Criminal violence as coercion, rule-following, impression management, and impulsive behavior. In A. Campbell & J. J. Gibbs (Eds.), Violent transactions: 87-103. Oxford, England: Basil Blackwell; Bies, R. J. & Tripp, T. M. 1995. Beyond distrust: "Getting even" and the need for revenge. In Kramer R. M., & Tyler, T. R. (Eds.) Trust in organizations. Thousand Oaks, CA: Sage: 246-260; Luckenbill, D. F. 1977. Criminal homicide as a situated transaction. Social Problems, 25:176-186; Tedeshi, J. T., & Felson, R. B. 1994. Violence, aggression and coercive actions. Washington, DC: American Psychological Association.
21. Although workplace incivility is a relatively new scholarly construct, there is abundant research in psychology and organizational studies regarding other forms of deviance, including aggression. Among these publications, we recommend the following: Berkowitz, L. 1986. Some varieties of human aggression: Criminal violence as coercion, rule-following, impression management, and impulsive behavior. In A. Campbell & J. J. Gibbs (Eds.), Violent transactions: 87-103. Oxford, England: Basil Blackwell; Bies, R. J. & Tripp, T. M. 1995. Beyond distrust: "Getting even" and the need for revenge. In Kramer R. M., & Tyler, T. R. (Eds.) Trust in organizations. Thousand Oaks, CA: Sage: 246-260; Luckenbill, D. F. 1977. Criminal homicide as a situated transaction. Social Problems, 25:176-186; Tedeshi, J. T., & Felson, R. B. 1994. Violence, aggression and coercive actions. Washington, DC: American Psychological Association.
22. Cortina, L. M., Magley, V. J., Williams, J. H., & Langhout, R. D. 2001. Incivility in the workplace: Incidence and impact. Journal of Occupational Health Psychology, 6: 64-80.
23. Ehrlich, H. J., & Larcom, B. E. K. 1994. Ethnoviolence in the workplace. Baltimore: Center for the Applied Study of Ethnoviolence.
24. Graydon, J., Kasta, W., & Khan, P. 1994. Verbal and physical abuse of nurses. Canadian Journal of Nursing Administration, November-December: 70-89.
25. Larson, R. 1996; 2002.
26. Pearson, Andersson & Porath, op. cit.; Pearson, C., Andersson, L., & Wegner, J. 2001. When workers flout convention: A preliminary study of workplace incivility. Human Relations, 54:1387-1419.
27. Pearson, Andersson & Porath, op. cit.; Pearson, C., Andersson, L., & Wegner, J. 2001. When workers flout convention: A preliminary study of workplace incivility. Human Relations, 54:1387-1419.
28. Pearson, Andersson & Porath, op. cit.
29. th edition]. Cincinnati, OH: South-Western.
30. For additional discussion of the connection between organizational treatment of employees and workplace violence, see the following. Allcom, S. 1994. Anger in the workplace: Understanding the causes of aggression and violence. Westport, CT: Quorum Books; Anfuso, D. 1994. Deflecting workplace violence. Personnel Journal. 73: 66-78; Brandt, G. T., & Brennan, J. M. 1993. Workplace time bombs can be diffused. Human Resource Professional. 10-12; Labig, C. E. 1995. Preventing violence in the workplace. NY: AMACOM; Pearson, C. M. 1998. Organizations as targets and triggers of aggression and violence. Research in the Sociology of Organizations. 15: 197-223.
31. For additional discussion of the connection between organizational treatment of employees and workplace violence, see the following. Allcom, S. 1994. Anger in the workplace: Understanding the causes of aggression and violence. Westport, CT: Quorum Books; Anfuso, D. 1994. Deflecting workplace violence. Personnel Journal. 73: 66-78; Brandt, G. T., & Brennan, J. M. 1993. Workplace time bombs can be diffused. Human Resource Professional. 10-12; Labig, C. E. 1995. Preventing violence in the workplace. NY: AMACOM; Pearson, C. M. 1998. Organizations as targets and triggers of aggression and violence. Research in the Sociology of Organizations. 15: 197-223.
32. For additional discussion of the connection between organizational treatment of employees and workplace violence, see the following. Allcom, S. 1994. Anger in the workplace: Understanding the causes of aggression and violence. Westport, CT: Quorum Books; Anfuso, D. 1994. Deflecting workplace violence. Personnel Journal. 73: 66-78; Brandt, G. T., & Brennan, J. M. 1993. Workplace time bombs can be diffused. Human Resource Professional. 10-12; Labig, C. E. 1995. Preventing violence in the workplace. NY: AMACOM; Pearson, C. M. 1998. Organizations as targets and triggers of aggression and violence. Research in the Sociology of Organizations. 15: 197-223.
33. For additional discussion of the connection between organizational treatment of employees and workplace violence, see the following. Allcom, S. 1994. Anger in the workplace: Understanding the causes of aggression and violence. Westport, CT: Quorum Books; Anfuso, D. 1994. Deflecting workplace violence. Personnel Journal. 73: 66-78; Brandt, G. T., & Brennan, J. M. 1993. Workplace time bombs can be diffused. Human Resource Professional. 10-12; Labig, C. E. 1995. Preventing violence in the workplace. NY: AMACOM; Pearson, C. M. 1998. Organizations as targets and triggers of aggression and violence. Research in the Sociology of Organizations. 15: 197-223.
34. For additional discussion of the connection between organizational treatment of employees and workplace violence, see the following. Allcom, S. 1994. Anger in the workplace: Understanding the causes of aggression and violence. Westport, CT: Quorum Books; Anfuso, D. 1994. Deflecting workplace violence. Personnel Journal. 73: 66-78; Brandt, G. T., & Brennan, J. M. 1993. Workplace time bombs can be diffused. Human Resource Professional. 10-12; Labig, C. E. 1995. Preventing violence in the workplace. NY: AMACOM; Pearson, C. M. 1998. Organizations as targets and triggers of aggression and violence. Research in the Sociology of Organizations. 15: 197-223.
35. For further consideration of individual power and harmdoing, see: Bies, R. J. & Tripp, T. M. 1995. Beyond distrust: "Getting even" and the need for revenge. In Kramer & Tyler, op. cit.: 246-260; Epstein, S., & Taylor, S. P. 1967. Instigation to aggression as a function of degree of defeat and perceived aggressive intent of the opponent. Journal of Personality, 35: 265-289; Neuman, J. H., & Baron, R. A. 1998. Workplace violence and workplace aggression: Evidence concerning specific forms, potential causes, and preferred targets. Journal of Management, 24: 391-419; Ohbuchi, K., & Saito, M. 1986. Power imbalance, its legitimacy, and aggression. Aggressive Behavior, 12: 33-40; Tedeshi, J. T., & Felson, R. B. 1994. Violence, aggression and coercive actions. Washington, DC: American Psychological Association.
36. For further consideration of individual power and harmdoing, see: Bies, R. J. & Tripp, T. M. 1995. Beyond distrust: "Getting even" and the need for revenge. In Kramer & Tyler, op. cit.: 246-260; Epstein, S., & Taylor, S. P. 1967. Instigation to aggression as a function of degree of defeat and perceived aggressive intent of the opponent. Journal of Personality, 35: 265-289; Neuman, J. H., & Baron, R. A. 1998. Workplace violence and workplace aggression: Evidence concerning specific forms, potential causes, and preferred targets. Journal of Management, 24: 391-419; Ohbuchi, K., & Saito, M. 1986. Power imbalance, its legitimacy, and aggression. Aggressive Behavior, 12: 33-40; Tedeshi, J. T., & Felson, R. B. 1994. Violence, aggression and coercive actions. Washington, DC: American Psychological Association.
37. For further consideration of individual power and harmdoing, see: Bies, R. J. & Tripp, T. M. 1995. Beyond distrust: "Getting even" and the need for revenge. In Kramer & Tyler, op. cit.: 246-260; Epstein, S., & Taylor, S. P. 1967. Instigation to aggression as a function of degree of defeat and perceived aggressive intent of the opponent. Journal of Personality, 35: 265-289; Neuman, J. H., & Baron, R. A. 1998. Workplace violence and workplace aggression: Evidence concerning specific forms, potential causes, and preferred targets. Journal of Management, 24: 391-419; Ohbuchi, K., & Saito, M. 1986. Power imbalance, its legitimacy, and aggression. Aggressive Behavior, 12: 33-40; Tedeshi, J. T., & Felson, R. B. 1994. Violence, aggression and coercive actions. Washington, DC: American Psychological Association.
38. For further consideration of individual power and harmdoing, see: Bies, R. J. & Tripp, T. M. 1995. Beyond distrust: "Getting even" and the need for revenge. In Kramer & Tyler, op. cit.: 246-260; Epstein, S., & Taylor, S. P. 1967. Instigation to aggression as a function of degree of defeat and perceived aggressive intent of the opponent. Journal of Personality, 35: 265-289; Neuman, J. H., & Baron, R. A. 1998. Workplace violence and workplace aggression: Evidence concerning specific forms, potential causes, and preferred targets. Journal of Management, 24: 391-419; Ohbuchi, K., & Saito, M. 1986. Power imbalance, its legitimacy, and aggression. Aggressive Behavior, 12: 33-40; Tedeshi, J. T., & Felson, R. B. 1994. Violence, aggression and coercive actions. Washington, DC: American Psychological Association.
39. For further consideration of individual power and harmdoing, see: Bies, R. J. & Tripp, T. M. 1995. Beyond distrust: "Getting even" and the need for revenge. In Kramer & Tyler, op. cit.: 246-260; Epstein, S., & Taylor, S. P. 1967. Instigation to aggression as a function of degree of defeat and perceived aggressive intent of the opponent. Journal of Personality, 35: 265-289; Neuman, J. H., & Baron, R. A. 1998. Workplace violence and workplace aggression: Evidence concerning specific forms, potential causes, and preferred targets. Journal of Management, 24: 391-419; Ohbuchi, K., & Saito, M. 1986. Power imbalance, its legitimacy, and aggression. Aggressive Behavior, 12: 33-40; Tedeshi, J. T., & Felson, R. B. 1994. Violence, aggression and coercive actions. Washington, DC: American Psychological Association.
40. Aquino, K., Lewis, M. U., & Bradfield, M. 1999. Justice constructs, negative affectivity, and employee deviance: A proposed model and empirical test. Journal of Organizational Behavior, 20: 1073-1091.
41. Tannen, D. 1999. The argument culture: Stopping America's war of words. Ballantine Books. For additional consideration of relevant gendered differences regarding verbal aggression, see: Felson, R. B. 1982. Impression management and the escalation of aggression and violence. Social Psychology Quarterly, 45: 245-254; Lindeman, M., Harakka, T., & Keltikangas-Jaervinen, L. 1997. Age and gender differences in adolescents' reactions to conflict situations: Aggression, prosociality, and withdrawal. Journal of Youth and Adolescence, 26: 339-351.
42. Tannen, D. 1999. The argument culture: Stopping America's war of words. Ballantine Books. For additional consideration of relevant gendered differences regarding verbal aggression, see: Felson, R. B. 1982. Impression management and the escalation of aggression and violence. Social Psychology Quarterly, 45: 245-254; Lindeman, M., Harakka, T., & Keltikangas-Jaervinen, L. 1997. Age and gender differences in adolescents' reactions to conflict situations: Aggression, prosociality, and withdrawal. Journal of Youth and Adolescence, 26: 339-351.
43. Tannen, D. 1999. The argument culture: Stopping America's war of words. Ballantine Books. For additional consideration of relevant gendered differences regarding verbal aggression, see: Felson, R. B. 1982. Impression management and the escalation of aggression and violence. Social Psychology Quarterly, 45: 245-254; Lindeman, M., Harakka, T., & Keltikangas-Jaervinen, L. 1997. Age and gender differences in adolescents' reactions to conflict situations: Aggression, prosociality, and withdrawal. Journal of Youth and Adolescence, 26: 339-351.
44. For example, see Kanter's classic study, Kanter, R. M. 1977. Men and women of the corporation. New York: Basic Books, Inc.; Felson, R. B. 1982. Impression management and the escalation of aggression and violence. Social Psychology Quarterly, 45: 245-254.
45. For example, see Kanter's classic study, Kanter, R. M. 1977. Men and women of the corporation. New York: Basic Books, Inc.; Felson, R. B. 1982. Impression management and the escalation of aggression and violence. Social Psychology Quarterly, 45: 245-254.
46. Cortina, L. M., Lonsway, K. L., Magley, V. J., Freeman, L. V., Collinsworth, L. L., Hunter, M., & Fitzgerald, L. F. 2002. What's gender got to do with it? Incivility in the federal courts. Law and Social Inquiry, 27: 235-270.
47. Kolb, D. M. 1992. Women's work: Peacemaking in organizations. In D. M. Kolb & J. M. Bartunek (Eds.). Hidden conflict in organizations: Uncovering behind the scenes disputes. Newbury Park, CA: Sage.
48. For more general consideration of gendered differences regarding aggression, see: Eagley, A. H., & Steffen, V. J. 1986. Gender and aggressive behavior: A meta-analytic review of the social psychological literature. Psychological Bulletin, 100: 303-330; Felson, R. B. 1982. Impression management and the escalation of aggression and violence. Social Psychology Quarterly, 45: 245-254.
49. For more general consideration of gendered differences regarding aggression, see: Eagley, A. H., & Steffen, V. J. 1986. Gender and aggressive behavior: A meta-analytic review of the social psychological literature. Psychological Bulletin, 100: 303-330; Felson, R. B. 1982. Impression management and the escalation of aggression and violence. Social Psychology Quarterly, 45: 245-254.
50. Fletcher, J. K. 1998. Relational practice: A feminist reconstruction of work. Journal of Management Inquiry, 7: 163-186; Rothleder, D. 1992. Disappearing. Philosophy Today, 36: 173-180.
51. Fletcher, J. K. 1998. Relational practice: A feminist reconstruction of work. Journal of Management Inquiry, 7: 163-186; Rothleder, D. 1992. Disappearing. Philosophy Today, 36: 173-180.
52. Fletcher, J. K. 1999. Disappearing acts. Cambridge, MA: The M.I.T. Press.
53. Schneider, B., & Bowen, D. E. 1995. Winning the service game. Boston: Harvard Business School Press.
54. Hays, S. 1999. American Express taps into the power of emotional intelligence. Workforce, 78: 72-74.
55. Pearson, C. M., Andersson, L. M., & Porath, C. L. 2004. Workplace incivility. In P. Spector & S. Fox (Eds.). Counterproductive workplace behavior: Investigations of actors and targets. Washington, D.C.: American Psychological Association (in press).
56. Bandura, A. 1973. Aggression: A social learning analysis. Englewood Cliffs, NJ: Prentice-Hall; Felson, R.B. 1992. "Kick 'em when they're down": Explanations of the relationship between stress and interpersonal aggression and violence. Sociological Quarterly, 33: 1-16; Tedeschi, J.T., & Felson, R.B. 1994. Violence, aggression and coercive actions. Washington, D.C.: American Psychological Association.
57. Bandura, A. 1973. Aggression: A social learning analysis. Englewood Cliffs, NJ: Prentice-Hall; Felson, R.B. 1992. "Kick 'em when they're down": Explanations of the relationship between stress and interpersonal aggression and violence. Sociological Quarterly, 33: 1-16; Tedeschi, J.T., & Felson, R.B. 1994. Violence, aggression and coercive actions. Washington, D.C.: American Psychological Association.
58. Bandura, A. 1973. Aggression: A social learning analysis. Englewood Cliffs, NJ: Prentice-Hall; Felson, R.B. 1992. "Kick 'em when they're down": Explanations of the relationship between stress and interpersonal aggression and violence. Sociological Quarterly, 33: 1-16; Tedeschi, J.T., & Felson, R.B. 1994. Violence, aggression and coercive actions. Washington, D.C.: American Psychological Association.
59. Cortina, Magley, Williams, & Langhout, op.cit.
60. For initial suggestions for relevant sources from communication, law, criminology and gender studies, respectively, see: Tannen, D. 1999. The argument culture: Stopping America's war of words. New York: Ballantine Books; MacKinnon, C. 1994. Only words. New York: Basic Books; Felson, R. B. & Steadman, H. J. 1983. Situational factors in disputes leading to criminal violence. Criminology. 21: 59-74; Fletcher, op. cit.
61. For initial suggestions for relevant sources from communication, law, criminology and gender studies, respectively, see: Tannen, D. 1999. The argument culture: Stopping America's war of words. New York: Ballantine Books; MacKinnon, C. 1994. Only words. New York: Basic Books; Felson, R. B. & Steadman, H. J. 1983. Situational factors in disputes leading to criminal violence. Criminology. 21: 59-74; Fletcher, op. cit.
62. For initial suggestions for relevant sources from communication, law, criminology and gender studies, respectively, see: Tannen, D. 1999. The argument culture: Stopping America's war of words. New York: Ballantine Books; MacKinnon, C. 1994. Only words. New York: Basic Books; Felson, R. B. & Steadman, H. J. 1983. Situational factors in disputes leading to criminal violence. Criminology. 21: 59-74; Fletcher, op. cit.
63. For initial suggestions for relevant sources from communication, law, criminology and gender studies, respectively, see: Tannen, D. 1999. The argument culture: Stopping America's war of words. New York: Ballantine Books; MacKinnon, C. 1994. Only words. New York: Basic Books; Felson, R. B. & Steadman, H. J. 1983. Situational factors in disputes leading to criminal violence. Criminology. 21: 59-74; Fletcher, op. cit.