IDEAS home Printed from https://ideas.repec.org/a/eee/jbrese/v177y2024ics0148296324001255.html
   My bibliography  Save this article

Who is to blame for incivility? The influences of family undermining on employee incivility towards customers

Author

Listed:
  • Ni, Dan
  • Yang, Mengxi
  • Chen, Wansi
  • Che, Yuxin

Abstract

Drawing on self-regulation theory, we examined the relationship between family undermining and employee incivility towards customers on a daily basis. We propose that daily family undermining is related not only to daily rumination about family but also to daily anxiety, and in turn, more daily employee incivility towards customers. In addition, we argue that a higher (vs. lower) level of family-supportive supervision at the between-person level weakens the effects of daily family undermining on daily rumination about family and daily anxiety. Multilevel analyses of daily survey data from 247 employees support the hypotheses. Theoretical contributions and practical implications are discussed and future directions for research are suggested.

Suggested Citation

  • Ni, Dan & Yang, Mengxi & Chen, Wansi & Che, Yuxin, 2024. "Who is to blame for incivility? The influences of family undermining on employee incivility towards customers," Journal of Business Research, Elsevier, vol. 177(C).
    • Handle: RePEc:eee:jbrese:v:177:y:2024:i:c:s0148296324001255
    DOI: 10.1016/j.jbusres.2024.114621
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0148296324001255
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jbusres.2024.114621?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Scott Reynolds & Bradley Owens & Alex Rubenstein, 2012. "Moral Stress: Considering the Nature and Effects of Managerial Moral Uncertainty," Journal of Business Ethics, Springer, vol. 106(4), pages 491-502, April.
    2. Yuan-Fang Zhan & Li-Rong Long & Kong Zhou & Hai-Jiang Wang, 2023. "Feeling obliged or happy to be a good soldier? Employee cognitive and affective reactions to receiving reactive and proactive help," Asia Pacific Journal of Management, Springer, vol. 40(1), pages 37-57, March.
    3. Hyo Sun Jung & Hye Hyun Yoon, 2020. "How Does Sexual Harassment Influence the Female Employee’s Negative Response in a Deluxe Hotel?," IJERPH, MDPI, vol. 17(24), pages 1-13, December.
    4. Jelle J. Sijtsema & Marcel Zeelenberg & Siegwart M. Lindenberg, 2022. "Regret, Self-regulatory Abilities, and Well-Being: Their Intricate Relationships," Journal of Happiness Studies, Springer, vol. 23(3), pages 1189-1214, March.
    5. Yu, Wei & Li, Zhuyi Angelina & Foo, Maw-Der & Sun, Shuhua, 2022. "Perceived social undermining keeps entrepreneurs up at night and disengaged the next day: The mediating role of sleep quality and the buffering role of trait resilience," Journal of Business Venturing, Elsevier, vol. 37(2).
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Dhanakorn Mulaphong, 2023. "Social Undermining in Public Sector Organizations: Examining its Effects on Employees’ Work Attitudes, Behaviors, and Performance," Public Organization Review, Springer, vol. 23(3), pages 1229-1248, September.
    2. Adriana Aubert & Ramon Flecha, 2021. "Health and Well-Being Consequences for Gender Violence Survivors from Isolating Gender Violence," IJERPH, MDPI, vol. 18(16), pages 1-14, August.
    3. Minna-Maaria Hiekkataipale & Anna-Maija Lämsä, 2019. "(A)moral Agents in Organisations? The Significance of Ethical Organisation Culture for Middle Managers’ Exercise of Moral Agency in Ethical Problems," Journal of Business Ethics, Springer, vol. 155(1), pages 147-161, March.
    4. Khuram Shahzad & Ying Hong & Alan Muller & Marco DeSisto & Farheen Rizvi, 2024. "An Investigation of the Relationship Between Ethics-Oriented HRM Systems, Moral Attentiveness, and Deviant Workplace Behavior," Journal of Business Ethics, Springer, vol. 192(3), pages 591-608, July.
    5. Tim Reilly & Amit Saini & Jenifer Skiba, 2020. "Ethical Purchasing Dissonance: Antecedents and Coping Behaviors," Journal of Business Ethics, Springer, vol. 163(3), pages 577-597, May.
    6. Karina Nielsen & Claire Agate & Joanna Yarker & Rachel Lewis, 2024. "“It’s Business”: A Qualitative Study of Moral Injury in Business Settings; Experiences, Outcomes and Protecting and Exacerbating Factors," Journal of Business Ethics, Springer, vol. 194(2), pages 233-249, October.
    7. Christian Julmi, 2024. "Analysis and Intuition Effectiveness in Moral Problems," Journal of Business Ethics, Springer, vol. 191(1), pages 179-193, April.
    8. Rachel E. Sturm, 2017. "Decreasing Unethical Decisions: The Role of Morality-Based Individual Differences," Journal of Business Ethics, Springer, vol. 142(1), pages 37-57, April.
    9. Al Shbail, Mohannad & Salleh, Zalailah & Mohd Nor, M. N., 2018. "Antecedents of burnout and its relationship to internal audit quality," Business and Economic Horizons (BEH), Prague Development Center, vol. 14(4), pages 789-817, August.
    10. Guillaume Mercier & Ghislain Deslandes, 2020. "Formal and Informal Benevolence in a Profit-Oriented Context," Journal of Business Ethics, Springer, vol. 165(1), pages 125-143, August.
    11. Sanchez-Ruiz, Paul & Wood, Matthew S. & Michaelis, Timothy L. & Suarez, Jaime, 2023. "Entrepreneurs as prime targets: Insights from Mexican ventures on the link between venture visibility and crime of varying severity," Journal of Business Venturing, Elsevier, vol. 38(6).

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:jbrese:v:177:y:2024:i:c:s0148296324001255. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.elsevier.com/locate/jbusres .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.