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

Author

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  • 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
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    References listed on IDEAS

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    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).

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