메뉴 건너뛰기




Volumn 33, Issue 1, 2012, Pages 121-139

The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance

Author keywords

Absenteeism; Incivility; Lateness; Performance; Tardiness; Withdrawal; Workplace mistreatment

Indexed keywords


EID: 84355162231     PISSN: 08943796     EISSN: 10991379     Source Type: Journal    
DOI: 10.1002/job.767     Document Type: Article
Times cited : (385)

References (61)
  • 1
    • 0031534668 scopus 로고    scopus 로고
    • Methodological artifacts in moderated multiple regression and their effects of statistical power
    • Aguinis, H., & Stone-Romero, E. F. (1997). Methodological artifacts in moderated multiple regression and their effects of statistical power. Journal of Applied Psychology, 82, 192-206.
    • (1997) Journal of Applied Psychology , vol.82 , pp. 192-206
    • Aguinis, H.1    Stone-Romero, E.F.2
  • 2
    • 0033163769 scopus 로고    scopus 로고
    • Tit for Tat? The spiraling effect of incivility in the workplace
    • Andersson, L., & Pearson, C. (1999). Tit for Tat? The spiraling effect of incivility in the workplace. Academy of Management Review, 24, 452-471.
    • (1999) Academy of Management Review , vol.24 , pp. 452-471
    • Andersson, L.1    Pearson, C.2
  • 3
    • 0033468825 scopus 로고    scopus 로고
    • Preparing for an aging workforce: The role of higher education
    • Beatty, P., & Burroughs, L. (1999). Preparing for an aging workforce: The role of higher education. Educational Gerontology, 25, 595-611.
    • (1999) Educational Gerontology , vol.25 , pp. 595-611
    • Beatty, P.1    Burroughs, L.2
  • 4
    • 0032148405 scopus 로고    scopus 로고
    • On the aggregation of individual withdrawal behaviors into larger multi-item constructs
    • Blau, G. (1998). On the aggregation of individual withdrawal behaviors into larger multi-item constructs. Journal of Organizational Behavior, 19, 437-451.
    • (1998) Journal of Organizational Behavior , vol.19 , pp. 437-451
    • Blau, G.1
  • 5
    • 0001772744 scopus 로고    scopus 로고
    • Within-group agreement, non-independence, and reliability: Implications for data aggregation and analyses
    • K. J. Klein & S. W. J. Kozlowski (Eds.), San Francisco: Jossey-Bass.
    • Bliese, P. D. (2000). Within-group agreement, non-independence, and reliability: Implications for data aggregation and analyses. In K. J. Klein & S. W. J. Kozlowski (Eds.), Multilevel theory, research, and methods in organizations: Foundations, extensions, and new directions. (pp. 349-381). San Francisco: Jossey-Bass.
    • (2000) Multilevel theory, research, and methods in organizations: Foundations, extensions, and new directions , pp. 349-381
    • Bliese, P.D.1
  • 6
    • 0002521987 scopus 로고
    • The theories of turnover: Causes, effects, and meaning
    • S. Bacharach (Ed.), Greenwich, CT: JAI Press.
    • Bluedorn, A. C. (1982). The theories of turnover: Causes, effects, and meaning. In S. Bacharach (Ed.), Research in the sociology of organizations (pp. 75-128). Greenwich, CT: JAI Press.
    • (1982) Research in the sociology of organizations , pp. 75-128
    • Bluedorn, A.C.1
  • 7
    • 33748657594 scopus 로고    scopus 로고
    • Workplace harassment from the victim's perspective: A theoretical model and meta-analysis
    • Bowling, N. A., & Beehr, T. A. (2006). Workplace harassment from the victim's perspective: A theoretical model and meta-analysis. Journal of Applied Psychology, 91, 998-1012.
    • (2006) Journal of Applied Psychology , vol.91 , pp. 998-1012
    • Bowling, N.A.1    Beehr, T.A.2
  • 8
    • 0036167531 scopus 로고    scopus 로고
    • Emotional labor and burnout: Comparing two perspectives of "people work"
    • Brotheridge, C., & Grandey, A. A. (2002). Emotional labor and burnout: Comparing two perspectives of "people work". Journal of Vocational Behavior, 60, 17-39.
    • (2002) Journal of Vocational Behavior , vol.60 , pp. 17-39
    • Brotheridge, C.1    Grandey, A.A.2
  • 9
    • 84355166165 scopus 로고    scopus 로고
    • (April). Understanding workplace incivility: Scale development and validation. Paper presented at the 19th annual meeting of the Society for Industrial and Organizational Psychology, Chicago, IL.
    • Burnfield, J. L., Clark, O. L., Devendorf, S., & Jex, S. M. (2004, April). Understanding workplace incivility: Scale development and validation. Paper presented at the 19th annual meeting of the Society for Industrial and Organizational Psychology, Chicago, IL.
    • (2004)
    • Burnfield, J.L.1    Clark, O.L.2    Devendorf, S.3    Jex, S.M.4
  • 10
    • 85016181182 scopus 로고
    • Relations between work characteristics and effectiveness: Implications for designing effective work groups
    • Campion, M. A., Medsker, G. J., & Higgs, A. C. (1993). Relations between work characteristics and effectiveness: Implications for designing effective work groups. Personnel Psychology, 46, 823-850.
    • (1993) Personnel Psychology , vol.46 , pp. 823-850
    • Campion, M.A.1    Medsker, G.J.2    Higgs, A.C.3
  • 11
    • 61749097277 scopus 로고    scopus 로고
    • The dance of incivility in nursing education as described by nursing faculty and students
    • Clark, C. (2008). The dance of incivility in nursing education as described by nursing faculty and students. Advances in Nursing Science, 31, 37-54.
    • (2008) Advances in Nursing Science , vol.31 , pp. 37-54
    • Clark, C.1
  • 15
    • 0036623999 scopus 로고    scopus 로고
    • Work relationships in telephone call centres: Understanding emotional exhaustion and employee withdrawal
    • Deery, S., Iverson, R., & Walsh, J. (2002). Work relationships in telephone call centres: Understanding emotional exhaustion and employee withdrawal. Journal of Management Studies, 39, 471-496.
    • (2002) Journal of Management Studies , vol.39 , pp. 471-496
    • Deery, S.1    Iverson, R.2    Walsh, J.3
  • 17
    • 44149096708 scopus 로고    scopus 로고
    • Integrative literature review: Workplace incivility: Impacts on individual and organizational performance
    • Estes, B., & Wang, J. (2008). Integrative literature review: Workplace incivility: Impacts on individual and organizational performance. Human Resource Development Review, 7, 218-240.
    • (2008) Human Resource Development Review , vol.7 , pp. 218-240
    • Estes, B.1    Wang, J.2
  • 18
    • 0036334320 scopus 로고    scopus 로고
    • The cross-level of culture and climate in human service teams
    • Glisson, C., & James, L. R. (2002). The cross-level of culture and climate in human service teams. Journal of Organizational Behavior, 23, 767-794.
    • (2002) Journal of Organizational Behavior , vol.23 , pp. 767-794
    • Glisson, C.1    James, L.R.2
  • 19
    • 34548857108 scopus 로고    scopus 로고
    • Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation
    • Goldberg, L. S., & Grandey, A. A. (2007). Display rules versus display autonomy: Emotion regulation, emotional exhaustion, and task performance in a call center simulation. Journal of Occupational Health Psychology, 12, 301-318.
    • (2007) Journal of Occupational Health Psychology , vol.12 , pp. 301-318
    • Goldberg, L.S.1    Grandey, A.A.2
  • 20
    • 8144222563 scopus 로고    scopus 로고
    • The customer is not always right: customer aggression and emotion regulation of service employees
    • Grandey, A. A., Dickter, D. N., & Sin, H. (2004). The customer is not always right: customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25, 397-418.
    • (2004) Journal of Organizational Behavior , vol.25 , pp. 397-418
    • Grandey, A.A.1    Dickter, D.N.2    Sin, H.3
  • 21
    • 84952538367 scopus 로고
    • A work-nonwork interactive perspective of stress and its consequences
    • J. M. Ivancevich, & D. C. Ganster (Eds.), New York: Haworth.
    • Greenhaus, J. H., & Parasuraman, S. (1987). A work-nonwork interactive perspective of stress and its consequences. In J. M. Ivancevich, & D. C. Ganster (Eds.), Job stress: From theory to suggestion (pp. 37-60). New York: Haworth.
    • (1987) Job stress: From theory to suggestion , pp. 37-60
    • Greenhaus, J.H.1    Parasuraman, S.2
  • 22
    • 33748662455 scopus 로고    scopus 로고
    • Sources of social support and burnout: A meta-analytic test of the conservation of resources model
    • Halbesleben, J. R. B. (2006). Sources of social support and burnout: A meta-analytic test of the conservation of resources model. Journal of Applied Psychology, 91, 1134-1145.
    • (2006) Journal of Applied Psychology , vol.91 , pp. 1134-1145
    • Halbesleben, J.R.B.1
  • 23
    • 0000474891 scopus 로고
    • General attitudes and organizational withdrawal: An evaluation of a causal model
    • Hanisch, K. A., & Hulin, C. L. (1991). General attitudes and organizational withdrawal: An evaluation of a causal model. Journal of Vocational Behavior, 39(1), 110-128.
    • (1991) Journal of Vocational Behavior , vol.39 , Issue.1 , pp. 110-128
    • Hanisch, K.A.1    Hulin, C.L.2
  • 24
    • 39049102243 scopus 로고    scopus 로고
    • Emotion cycles: On the social influence of emotion in organizations
    • Hareli, S., & Rafaeli, A. (2008). Emotion cycles: On the social influence of emotion in organizations. Research in Organizational Behavior, 28, 35-59.
    • (2008) Research in Organizational Behavior , vol.28 , pp. 35-59
    • Hareli, S.1    Rafaeli, A.2
  • 25
    • 29244442652 scopus 로고    scopus 로고
    • Occupational employment projections to 2014
    • Hecker, D. (2005). Occupational employment projections to 2014. Monthly Labor Review, 128, 70-101.
    • (2005) Monthly Labor Review , vol.128 , pp. 70-101
    • Hecker, D.1
  • 27
    • 0024632747 scopus 로고
    • Conservation of resources: A new attempt at conceptualizing stress
    • Hobfoll, S. E. (1989). Conservation of resources: A new attempt at conceptualizing stress. American Psychologist, 44, 513-524.
    • (1989) American Psychologist , vol.44 , pp. 513-524
    • Hobfoll, S.E.1
  • 29
    • 33745315211 scopus 로고    scopus 로고
    • Implications of direct and indirect range restriction for meta-analysis methods and findings
    • Hunter, J. E., Schmidt, F. L. & Le, H. (2006). Implications of direct and indirect range restriction for meta-analysis methods and findings. Journal of Applied Psychology, 91(3), 594-612.
    • (2006) Journal of Applied Psychology , vol.91 , Issue.3 , pp. 594-612
    • Hunter, J.E.1    Schmidt, F.L.2    Le, H.3
  • 30
    • 56849121371 scopus 로고    scopus 로고
    • Psychosocial predictors of supervisor-, peer-, subordinate-, and service-provider-targeted aggression
    • Inness, M., LeBlanc, M. M., & Barling, J. (2008). Psychosocial predictors of supervisor-, peer-, subordinate-, and service-provider-targeted aggression. Journal of Applied Psychology, 93(6), 1401-1411.
    • (2008) Journal of Applied Psychology , vol.93 , Issue.6 , pp. 1401-1411
    • Inness, M.1    LeBlanc, M.M.2    Barling, J.3
  • 31
    • 84355161347 scopus 로고    scopus 로고
    • Challenges and recommendations in the measurement of workplace incivility
    • M. S. Edwards, & J. Greenberg (Eds.), New York: Wiley.
    • Jex, S. M., Burnfield-Geimer, J. L., Clark, O., Guidroz, A. M., & Yugo, J. E. (2010). Challenges and recommendations in the measurement of workplace incivility. In M. S. Edwards, & J. Greenberg (Eds.), Insidious workplace behavior (pp. 239-272). New York: Wiley.
    • (2010) Insidious workplace behavior , pp. 239-272
    • Jex, S.M.1    Burnfield-Geimer, J.L.2    Clark, O.3    Guidroz, A.M.4    Yugo, J.E.5
  • 32
    • 0000963868 scopus 로고    scopus 로고
    • The psychology of lateness, absenteeism, and turnover
    • N. Anderson, D. S. Ones, H. K. Sinangil, & C. Viswesvaran (Eds.), London: Sage Publications.
    • Johns, G. (2002). The psychology of lateness, absenteeism, and turnover. In N. Anderson, D. S. Ones, H. K. Sinangil, & C. Viswesvaran (Eds.), Handbook of industrial, work, & organizational psychology (vol. 2, pp. 232-252). London: Sage Publications.
    • (2002) Handbook of industrial, work, & organizational psychology , vol.2 , pp. 232-252
    • Johns, G.1
  • 33
    • 58749095144 scopus 로고    scopus 로고
    • Customer incivility as a social stressor: The role of race and racial identity for service employees
    • Kern, J. H., & Grandey, A. A. (2009). Customer incivility as a social stressor: The role of race and racial identity for service employees. Journal of Occupational Health Psychology, 14(1), 46-57.
    • (2009) Journal of Occupational Health Psychology , vol.14 , Issue.1 , pp. 46-57
    • Kern, J.H.1    Grandey, A.A.2
  • 34
    • 84355165180 scopus 로고
    • Absenteeism and injury experience of older workers
    • Kossoris, M. D. (1948). Absenteeism and injury experience of older workers. Monthly Labor Review, 67, 16-19.
    • (1948) Monthly Labor Review , vol.67 , pp. 16-19
    • Kossoris, M.D.1
  • 35
    • 0002939005 scopus 로고    scopus 로고
    • A multilevel approach to theory and research in organizations: Contextual, temporal, and emergent processes
    • K. J. Klein, & S. W. J. Kozlowski (Eds.), San Francisco: Jossey-Bass.
    • Kozlowski, S. W. J., & Klein, K. J. (2000). A multilevel approach to theory and research in organizations: Contextual, temporal, and emergent processes. In K. J. Klein, & S. W. J. Kozlowski (Eds.), Multilevel theory, research, and methods in organizations: Foundations, extensions, and new directions (pp. 3-90). San Francisco: Jossey-Bass.
    • (2000) Multilevel theory, research, and methods in organizations: Foundations, extensions, and new directions , pp. 3-90
    • Kozlowski, S.W.J.1    Klein, K.J.2
  • 37
    • 65349090064 scopus 로고    scopus 로고
    • Workplace empowerment, incivility, and burnout: Impact on staff nurse recruitment and retention outcomes
    • Laschinger, H. K., Leiter, M., Day, A., & Gilin, D. (2009). Workplace empowerment, incivility, and burnout: Impact on staff nurse recruitment and retention outcomes. Journal of Nursing Management, 17, 302-311.
    • (2009) Journal of Nursing Management , vol.17 , pp. 302-311
    • Laschinger, H.K.1    Leiter, M.2    Day, A.3    Gilin, D.4
  • 38
    • 84986678857 scopus 로고
    • Coping patterns as predictors of burnout: The function of control and escapist coping patterns
    • Leiter, M. P. (1991). Coping patterns as predictors of burnout: The function of control and escapist coping patterns. Journal of Organizational Behavior, 12(2), 123-144.
    • (1991) Journal of Organizational Behavior , vol.12 , Issue.2 , pp. 123-144
    • Leiter, M.P.1
  • 39
    • 20444433260 scopus 로고    scopus 로고
    • Interpersonal mistreatment in the workplace: the interface and impact of general incivility and sexual harassment
    • Lim, S., & Cortina, L. M. (2005). Interpersonal mistreatment in the workplace: the interface and impact of general incivility and sexual harassment. Journal of Applied Psychology, 90, 483-496.
    • (2005) Journal of Applied Psychology , vol.90 , pp. 483-496
    • Lim, S.1    Cortina, L.M.2
  • 40
    • 0024846879 scopus 로고
    • Age-related differences in employee absenteeism: A meta-analytic review
    • Martocchio, J. J. (1989). Age-related differences in employee absenteeism: A meta-analytic review. Psychology and Aging, 4, 409-414.
    • (1989) Psychology and Aging , vol.4 , pp. 409-414
    • Martocchio, J.J.1
  • 41
    • 84973795192 scopus 로고
    • The effects of absence culture on individual absence
    • Martocchio, J. J. (1994). The effects of absence culture on individual absence. Human Relations, 47, 243-262.
    • (1994) Human Relations , vol.47 , pp. 243-262
    • Martocchio, J.J.1
  • 45
    • 0039888140 scopus 로고    scopus 로고
    • When workers flout convention: A study of workplace incivility
    • Pearson, C. M., Andersson, L. M., & Wegner, J. W. (2001). When workers flout convention: A study of workplace incivility. Human Relations, 54(11), 1387-1419.
    • (2001) Human Relations , vol.54 , Issue.11 , pp. 1387-1419
    • Pearson, C.M.1    Andersson, L.M.2    Wegner, J.W.3
  • 46
    • 14644402444 scopus 로고    scopus 로고
    • On the nature, consequences, and remedies of workplace incivility: No time for nice? Think again
    • Pearson, C. M., & Porath, C. L. (2005). On the nature, consequences, and remedies of workplace incivility: No time for nice? Think again. The Academy of Management Executive, 13, 7-20.
    • (2005) The Academy of Management Executive , vol.13 , pp. 7-20
    • Pearson, C.M.1    Porath, C.L.2
  • 47
    • 27644540064 scopus 로고    scopus 로고
    • Job stress, incivility, and counterproductive work behavior (CWB): The moderating role of negative affectivity
    • Penney, L. M., & Spector, P. E. (2005). Job stress, incivility, and counterproductive work behavior (CWB): The moderating role of negative affectivity. Journal of Organizational Behavior, 26(7), 777-796.
    • (2005) Journal of Organizational Behavior , vol.26 , Issue.7 , pp. 777-796
    • Penney, L.M.1    Spector, P.E.2
  • 48
    • 0141907688 scopus 로고    scopus 로고
    • Common method biases in behavioral research: A critical review of the literature and recommended remedies
    • Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. 2003. Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology, 88, 879-903.
    • (2003) Journal of Applied Psychology , vol.88 , pp. 879-903
    • Podsakoff, P.M.1    MacKenzie, S.B.2    Lee, J.Y.3    Podsakoff, N.P.4
  • 49
    • 0035643026 scopus 로고    scopus 로고
    • Service with a smile: Emotional contagion in the service encounter
    • Pugh, S. D. (2001). Service with a smile: Emotional contagion in the service encounter. Academy of Management Journal, 44, 1018-1027.
    • (2001) Academy of Management Journal , vol.44 , pp. 1018-1027
    • Pugh, S.D.1
  • 52
    • 84952010452 scopus 로고    scopus 로고
    • Prevalence of workplace aggression in the US workforce: Findings from a national study
    • K. E. Kelloway, J. Barling, & J. J. Hurrel, Jr. (eds.). Thousand Oaks, CA: Sage Publishing.
    • Schat, A. C., Frone, M. R., & Kelloway, E. K. (2006). Prevalence of workplace aggression in the US workforce: Findings from a national study. In K. E. Kelloway, J. Barling, & J. J. Hurrel, Jr. (eds.). Handbook of workplace violence (pp. 47-89). Thousand Oaks, CA: Sage Publishing.
    • (2006) Handbook of workplace violence , pp. 47-89
    • Schat, A.C.1    Frone, M.R.2    Kelloway, E.K.3
  • 53
    • 0027285742 scopus 로고
    • Coping with daily work problems: Contributions of problem content, appraisals, and person factors
    • Schwartz, J. E., & Stone, A. A. (1993). Coping with daily work problems: Contributions of problem content, appraisals, and person factors. Work and Stress, 7, 47-62.
    • (1993) Work and Stress , vol.7 , pp. 47-62
    • Schwartz, J.E.1    Stone, A.A.2
  • 54
    • 84986638412 scopus 로고
    • What is organizational stress? A facet analytic conceptualization
    • Shirom, A. (1982). What is organizational stress? A facet analytic conceptualization. Journal of Occupational Behavior, 3, 21-37.
    • (1982) Journal of Occupational Behavior , vol.3 , pp. 21-37
    • Shirom, A.1
  • 55
    • 78549270775 scopus 로고    scopus 로고
    • The relationship between customer incivility and stress, burnout and performance: Emotional labor as a moderator
    • Sliter, M. T., Jex, S., Wolford, K. A., & McInnerney, J. (2010). The relationship between customer incivility and stress, burnout and performance: Emotional labor as a moderator. Journal of Occupational Health Psychology, 15, 468-481.
    • (2010) Journal of Occupational Health Psychology , vol.15 , pp. 468-481
    • Sliter, M.T.1    Jex, S.2    Wolford, K.A.3    McInnerney, J.4
  • 56
    • 0032177778 scopus 로고    scopus 로고
    • Development of four self-report measures of job stressors and strain
    • Spector, P. E., & Jex, M. (1998). Development of four self-report measures of job stressors and strain. Journal of Occupational Health Psychology, 3(4), 356-367.
    • (1998) Journal of Occupational Health Psychology , vol.3 , Issue.4 , pp. 356-367
    • Spector, P.E.1    Jex, M.2
  • 57
    • 0035681241 scopus 로고    scopus 로고
    • Job stress, job strain, and psychological withdrawal among Dutch university staff: towards a dual process model for the effects of occupational stress
    • Taris, T. W., Schreurs, P. J. G., & Van Lersel-Van Silfhout, I. J. (2001). Job stress, job strain, and psychological withdrawal among Dutch university staff: towards a dual process model for the effects of occupational stress. Work and Stress, 15, 283-296.
    • (2001) Work and Stress , vol.15 , pp. 283-296
    • Taris, T.W.1    Schreurs, P.J.G.2    Van Lersel-Van Silfhout, I.J.3
  • 58
    • 0038476381 scopus 로고    scopus 로고
    • Emotion regulation in customer service roles: Testing a model of emotional labor
    • Totterdell, P., & Holman, D. (2003). Emotion regulation in customer service roles: Testing a model of emotional labor. Journal of Occupational Health Psychology, 8, 55-73.
    • (2003) Journal of Occupational Health Psychology , vol.8 , pp. 55-73
    • Totterdell, P.1    Holman, D.2
  • 59
    • 0025975738 scopus 로고
    • Verbal aggression by parents and psychosocial problems of children
    • Vissing, Y. M., Straus, M. A., Gelles, R. J., & Harop, J. W. (1991). Verbal aggression by parents and psychosocial problems of children. Child Abuse & Neglect, 15, 223-238.
    • (1991) Child Abuse & Neglect , vol.15 , pp. 223-238
    • Vissing, Y.M.1    Straus, M.A.2    Gelles, R.J.3    Harop, J.W.4
  • 60
    • 0036356158 scopus 로고    scopus 로고
    • Aggressive behavior of passengers, conflict management behavior, and burnout among trolley car drivers
    • Von Dierendonck, D., & Mevissen, N. (2002). Aggressive behavior of passengers, conflict management behavior, and burnout among trolley car drivers. International Journal of Stress Management, 9, 345-355.
    • (2002) International Journal of Stress Management , vol.9 , pp. 345-355
    • Von Dierendonck, D.1    Mevissen, N.2
  • 61
    • 0032085165 scopus 로고    scopus 로고
    • Emotional exhaustion as a predictor of performance and voluntary turnover
    • Wright, T. A., & Cropanzano, R. (1998). Emotional exhaustion as a predictor of performance and voluntary turnover. Journal of Applied Psychology, 83(3), 486-493.
    • (1998) Journal of Applied Psychology , vol.83 , Issue.3 , pp. 486-493
    • Wright, T.A.1    Cropanzano, R.2


* 이 정보는 Elsevier사의 SCOPUS DB에서 KISTI가 분석하여 추출한 것입니다.