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When Do Service Employees Suffer More from Job Insecurity? The Moderating Role of Coworker and Customer Incivility

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  • Yuhyung Shin

    (School of Business, Hanyang University, 17 Haengdang-dong, Seongdong-gu, Seoul 133-791, Korea)

  • Won-Moo Hur

    (College of Business Administration, Inha University, 100 Inha-ro, Michuhol-gu, Incheon 22212, Korea)

Abstract

The present study examines the effect of service employees’ job insecurity on job performance through emotional exhaustion. We identified workplace incivility (i.e., coworker and customer incivility) as a boundary condition that strengthens the positive relationship between job insecurity and emotional exhaustion. To test this moderating effect, we collected online panel surveys from 264 Korean service employees at two time points three months apart. As predicted, the positive relationship between job insecurity and job performance was partially mediated by emotional exhaustion. Of the two forms of workplace incivility, only coworker incivility exerted a significant moderating effect on the job insecurity–emotional exhaustion relationship, such that this relationship was more pronounced when service employees experienced a high level of coworker incivility than when coworker incivility was low. Coworker incivility further moderated the indirect effect of job insecurity on job performance through emotional exhaustion. These findings have theoretical implications for job insecurity research and managerial implications for practitioners.

Suggested Citation

  • Yuhyung Shin & Won-Moo Hur, 2019. "When Do Service Employees Suffer More from Job Insecurity? The Moderating Role of Coworker and Customer Incivility," IJERPH, MDPI, vol. 16(7), pages 1-17, April.
    • Handle: RePEc:gam:jijerp:v:16:y:2019:i:7:p:1298-:d:221833
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    References listed on IDEAS

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    1. Landers, Richard N. & Behrend, Tara S., 2015. "An Inconvenient Truth: Arbitrary Distinctions Between Organizational, Mechanical Turk, and Other Convenience Samples," Industrial and Organizational Psychology, Cambridge University Press, vol. 8(2), pages 142-164, June.
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    Cited by:

    1. Elisa Ansoleaga & Magdalena Ahumada & Andrés González-Santa Cruz, 2019. "Association of Workplace Bullying and Workplace Vulnerability in the Psychological Distress of Chilean Workers," IJERPH, MDPI, vol. 16(20), pages 1-14, October.
    2. Ibrahim A. Elshaer & Marwa Ghanem & Alaa M. S. Azazz, 2022. "An Unethical Organizational Behavior for the Sake of the Family: Perceived Risk of Job Insecurity, Family Motivation and Financial Pressures," IJERPH, MDPI, vol. 19(11), pages 1-16, May.
    3. Felipe Muñoz Medina & Sergio López Bohle & Lixin Jiang & Maria José Chambel & Sebastian M Ugarte, 2023. "Qualitative job insecurity and voice behavior: Evaluation of the mediating effect of affective organizational commitment," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 44(4), pages 986-1006, November.
    4. Živilė Stankevičiūtė & Eglė Staniškienė & Joana Ramanauskaitė, 2021. "The Impact of Job Insecurity on Organisational Citizenship Behaviour and Task Performance: Evidence from Robotised Furniture Sector Companies," IJERPH, MDPI, vol. 18(2), pages 1-17, January.
    5. Ibrahim A. Elshaer & Alaa M. S. Azazz, 2021. "Amid the COVID-19 Pandemic, Unethical Behavior in the Name of the Company: The Role of Job Insecurity, Job Embeddedness, and Turnover Intention," IJERPH, MDPI, vol. 19(1), pages 1-15, December.
    6. Yuhyung Shin & Won-Moo Hur & Seongho Kang, 2021. "Mistreatment from Multiple Sources: Interaction Effects of Abusive Supervision, Coworker Incivility, and Customer Incivility on Work Outcomes," IJERPH, MDPI, vol. 18(10), pages 1-16, May.
    7. Fabian O Ugwu & Ike E Onyishi & Lawrence E Ugwu & Jens Mazei & Joy Ugwu & Josephine M Uwouku & Kwasedoo M Ngbea, 2023. "Supervisor and customer incivility as moderators of the relationship between job insecurity and work engagement: Evidence from a new context," Economic and Industrial Democracy, Department of Economic History, Uppsala University, Sweden, vol. 44(2), pages 504-525, May.

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