IDEAS home Printed from https://ideas.repec.org/a/gam/jijerp/v18y2021i10p5377-d557112.html
   My bibliography  Save this article

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

Author

Listed:
  • 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)

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.

Suggested Citation

  • 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.
    • Handle: RePEc:gam:jijerp:v:18:y:2021:i:10:p:5377-:d:557112
    as

    Download full text from publisher

    File URL: https://www.mdpi.com/1660-4601/18/10/5377/pdf
    Download Restriction: no
    File URL: https://www.mdpi.com/1660-4601/18/10/5377/
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    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.
    2. Jatinder Kumar Jha & Kashika Sud, 2021. "Exploring Influence Mechanism of Abusive Supervision on Subordinates’ Work Incivility: A Proposed Framework," Business Perspectives and Research, , vol. 9(2), pages 324-339, May.
    3. Samuel Aryee & Li-Yun Sun & Zhen Xiong George Chen & Yaw A. Debrah, 2008. "Abusive Supervision and Contextual Performance: The Mediating Role of Emotional Exhaustion and the Moderating Role of Work Unit Structure," Management and Organization Review, The International Association for Chinese Management Research, vol. 4(3), pages 393-411, November.
    4. Roulin, Nicolas, 2015. "Don't Throw the Baby Out With the Bathwater: Comparing Data Quality of Crowdsourcing, Online Panels, and Student Samples," Industrial and Organizational Psychology, Cambridge University Press, vol. 8(2), pages 190-196, June.
    5. Yuhyung Shin & Won-Moo Hur & Tae Won Moon & Soomi Lee, 2019. "A Motivational Perspective on Job Insecurity: Relationships Between Job Insecurity, Intrinsic Motivation, and Performance and Behavioral Outcomes," IJERPH, MDPI, vol. 16(10), pages 1-16, May.
    6. 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.
    7. Yucheng Zhang & Zhenyu Liao, 2015. "Consequences of abusive supervision: A meta-analytic review," Asia Pacific Journal of Management, Springer, vol. 32(4), pages 959-987, December.
    8. Aryee, Samuel & Sun, Li-Yun & Chen, Zhen Xiong George & Debrah, Yaw A., 2008. "Abusive Supervision and Contextual Performance: The Mediating Role of Emotional Exhaustion and the Moderating Role of Work Unit Structure," Management and Organization Review, Cambridge University Press, vol. 4(3), pages 393-411, November.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Gaan, Niharika & Shin, Yuhyung, 2023. "Supervisor incivility and frontline employees’ performance amid the COVID-19 pandemic: A multilevel moderated mediation analysis," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).

    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. Andrew Li & Chenwei Liao & Ping Shao & Jason Huang, 2022. "Angry but not Deviant: Employees’ Prior-Day Deviant Behavior Toward the Family Buffers Their Reactions to Abusive Supervisory Behavior," Journal of Business Ethics, Springer, vol. 177(3), pages 683-697, May.
    2. Wei-Li Wu & Yi-Chih Lee, 2020. "Do Work Engagement and Transformational Leadership Facilitate Knowledge Sharing? A Perspective of Conservation of Resources Theory," IJERPH, MDPI, vol. 17(7), pages 1-17, April.
    3. Iftikhar Hussain & Shahab Ali & Farrukh Shahzad & Muhammad Irfan & Yong Wan & Zeeshan Fareed & Li Sun, 2022. "Abusive Supervision Impact on Employees’ Creativity: A Mediated-Moderated Perspective," Sustainability, MDPI, vol. 14(14), pages 1-13, July.
    4. Nitika Sharma & Arminda Paço & Raysa Geaquinto Rocha & Maria Palazzo & Alfonso Siano, 2024. "Examining a theoretical model of eco‐anxiety on consumers' intentions towards green products," Corporate Social Responsibility and Environmental Management, John Wiley & Sons, vol. 31(3), pages 1868-1885, May.
    5. Yucheng Zhang & Zhenyu Liao, 2015. "Consequences of abusive supervision: A meta-analytic review," Asia Pacific Journal of Management, Springer, vol. 32(4), pages 959-987, December.
    6. Kan Ouyang & Wing Lam & Weidong Wang, 2015. "Roles of gender and identification on abusive supervision and proactive behavior," Asia Pacific Journal of Management, Springer, vol. 32(3), pages 671-691, September.
    7. Budhi Haryanto & Edi Cahyono, 2019. "Relationship Between Abusive Supervision and Performance: The Role of Gender," European Research Studies Journal, European Research Studies Journal, vol. 0(3), pages 305-311.
    8. Ifzal Ahmad & Khalida Begum, 2023. "Impact of abusive supervision on intention to leave: a moderated mediation model of organizational-based self esteem and emotional exhaustion," Asian Business & Management, Palgrave Macmillan, vol. 22(2), pages 669-688, April.
    9. Xiao Yuan & Yaoshan Xu & Yongjuan Li, 2020. "Resource Depletion Perspective on the Link Between Abusive Supervision and Safety Behaviors," Journal of Business Ethics, Springer, vol. 162(1), pages 213-228, February.
    10. De Clercq, Dirk & Haq, Inam Ul & Azeem, Muhammad Umer & Raja, Usman, 2018. "Family incivility, emotional exhaustion at work, and being a good soldier: The buffering roles of waypower and willpower," Journal of Business Research, Elsevier, vol. 89(C), pages 27-36.
    11. Shahab Ali & Iftikhar Hussain & Farrukh Shahzad & Aneeqa Afaq, 2022. "A Multidimensional Model of Abusive Supervision and Work Incivility," Sustainability, MDPI, vol. 14(11), pages 1-14, May.
    12. Robin Snell & May Wong & Almaz Chak & Sandy Hui, 2013. "Representational predicaments at work: How they are experienced and why they may happen," Asia Pacific Journal of Management, Springer, vol. 30(1), pages 251-279, March.
    13. Jasim Mohammed Kareem, 2018. "Employee Silence an Outcome of Offensive Supervision: An investigation of Mediating Role of Justice Perception," The Journal of Social Sciences Research, Academic Research Publishing Group, pages 11-15:4.
    14. Beini Liu & Qiang Lu & Yue Zhao & Jing Zhan, 2020. "Can the Psychosocial Safety Climate Reduce Ill-Health Presenteeism? Evidence from Chinese Healthcare Staff under a Dual Information Processing Path Lens," IJERPH, MDPI, vol. 17(8), pages 1-17, April.
    15. Maie Stein & Sylvie Vincent-Höper & Marlies Schümann & Sabine Gregersen, 2020. "Beyond Mistreatment at the Relationship Level: Abusive Supervision and Illegitimate Tasks," IJERPH, MDPI, vol. 17(8), pages 1-12, April.
    16. Shahab Ali & Pu Yongjian & Farrukh Shahzad & Iftikhar Hussain & Dawei Zhang & Zeeshan Fareed & Filza Hameed & Chunlei Wang, 2022. "Abusive Supervision and Turnover Intentions: A Mediation-Moderation Perspective," Sustainability, MDPI, vol. 14(17), pages 1-14, August.
    17. 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.
    18. Yucheng Zhang & Timothy C. Bednall, 2016. "Antecedents of Abusive Supervision: a Meta-analytic Review," Journal of Business Ethics, Springer, vol. 139(3), pages 455-471, December.
    19. Qin Xu & Guangxi Zhang & Andrew Chan, 2019. "Abusive Supervision and Subordinate Proactive Behavior: Joint Moderating Roles of Organizational Identification and Positive Affectivity," Journal of Business Ethics, Springer, vol. 157(3), pages 829-843, July.
    20. Allan B. I. Bernardo & Mary Angeline A. Daganzo & Anna Carmella G. Ocampo, 2018. "Abusive Supervision and Well-Being of Filipino Migrant Workers in Macau: Consequences for Self-Esteem and Heritage Culture Detachment," Social Indicators Research: An International and Interdisciplinary Journal for Quality-of-Life Measurement, Springer, vol. 139(1), pages 277-292, August.

    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:gam:jijerp:v:18:y:2021:i:10:p:5377-:d:557112. 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: MDPI Indexing Manager (email available below). General contact details of provider: https://www.mdpi.com .

    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.