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Lingering shadows: the negative effects of incivility on volunteers

Author

Listed:
  • Qing Miao

    (Zhejiang University
    Zhejiang Institute of Talent Development
    Zhejiang University)

  • Jinhao Huang

    (Zhejiang University
    Zhejiang Institute of Talent Development)

  • Hui Yin

    (Zhejiang University
    Zhejiang Institute of Talent Development)

Abstract

When faced with incivility from service recipients, do volunteers feel damaged? As few previous studies have explored this issue, this study uses the conservation of resources theory to investigate the mechanisms through which incivility affects volunteer engagement and burnout, based on three-wave survey data from 1675 volunteers. This study develops a moderated mediation model to examine the effect of incivility on volunteer outcomes. We find that incivility affected volunteers’ subsequent outcomes, reducing engagement and increasing volunteer burnout by lowering volunteers’ psychological detachment. Volunteers’ hostile attribution bias played a moderating role, amplifying the negative impact of incivility on psychological detachment. Hostile attribution bias also enhanced the mediating effect of incivility on volunteer engagement and increased volunteer burnout by reducing psychological detachment. Besides developing a moderated mediation model, this study also proposes that managers should pay attention to strengthening volunteer training and providing psychological counseling to improve psychological detachment for volunteers experienced with incivility from service recipients.

Suggested Citation

  • Qing Miao & Jinhao Huang & Hui Yin, 2023. "Lingering shadows: the negative effects of incivility on volunteers," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-8, December.
    • Handle: RePEc:pal:palcom:v:10:y:2023:i:1:d:10.1057_s41599-023-02479-z
    DOI: 10.1057/s41599-023-02479-z
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    References listed on IDEAS

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    1. Ross Curran & Babak Taheri, 2021. "Enhancing volunteer experiences: using communitas to improve engagement and commitment," The Service Industries Journal, Taylor & Francis Journals, vol. 41(15-16), pages 1053-1075, December.
    2. Hong Zhu & Yijing Lyu & Yijiao Ye, 2021. "The impact of customer incivility on employees’ family undermining: a conservation of resources perspective," Asia Pacific Journal of Management, Springer, vol. 38(3), pages 1061-1083, September.
    3. Oliver Weigelt & Petra Gierer & Christine J. Syrek, 2019. "My Mind is Working Overtime—Towards an Integrative Perspective of Psychological Detachment, Work-Related Rumination, and Work Reflection," IJERPH, MDPI, vol. 16(16), pages 1-27, August.
    4. Jonathon Halbesleben & Jean-Pierre Neveu & Samantha Paustian-Underdahl & Mina Westman, 2014. "Getting to the “COR”: Understanding the Role of Resources in Conservation of Resources Theory," Post-Print hal-02049109, HAL.
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