The DOI matches its Crossref record; 62 of the 62 references it cites were found in a registry or an index.
The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance
Abstract
Summary: The link between the interpersonal stressor of workplace mistreatment and objective measures of performance is often overlooked in organizational research. In order to fill this research gap, we examined the unique and combined effects of two sources of incivility (customer and coworker) on objective sales performance and withdrawal behaviors (absenteeism and tardiness). We hypothesized that coworker and customer incivility would interact to predict reduced performance and increased withdrawal, using the conservation of resources model to support our hypotheses. We surveyed 120 bank tellers regarding experienced incivility and obtained performance and withdrawal data spanning a period of several months following the survey. The data indicated that coworker and customer incivility did interact to predict decreased sales performance and increased absenteeism, supporting the majority of our proposed hypotheses. Theoretical and practical implications of the findings and future directions are discussed. Copyright © 2011 John Wiley & Sons, Ltd.
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Conservation of resources: A new attempt at conceptualizing stress
Hobfoll, S. E. (1989) · American Psychologist · doi:10.1037/0003-066x.44.3.513 · Cited by 18,187
(1979) · Medical Entomology and Zoology · Cited by 11,252
Applied Multiple Regression/Correlation Analysis for the Behavioral Sciences
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The Managed Heart: Commercialization of Human Feeling
Tropman, J. E., & Hochschild, A. R. (1984) · Journal of Policy Analysis and Management · doi:10.2307/3324333 · Cited by 8,746
Quasi-experimentation: Design and analysis issues for field settings
Shrout, P. E. (1980) · Evaluation and Program Planning · doi:10.1016/0149-7189(80)90063-4 · Cited by 6,010
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(2000) · Cited by 3,573
Tit for Tat? The Spiraling Effect of Incivility in the Workplace
Andersson, L. M., & Pearson, C. M. (1999) · The Academy of Management Review · doi:10.2307/259136 · Cited by 3,256
Introducing Multilevel Modeling
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Cited by
Walker, D. D., van Jaarsveld, D. D., & Skarlicki, D. P. (2014) · Journal of Applied Psychology · doi:10.1037/a0034350 · Cited by 251
Metadata
- Authors
- Sliter, M., SLITER, K., & Jex, S.
- Venue
- Journal of Organizational Behavior
- Publisher
- Wiley
- Published
- 2011-08-10
- Volume
- 33
- Issue
- 1
- Pages
- 121-139
- ISSN
- 0894-3796 (ISSN-L)
- 1099-1379
- OpenAlex
- W2158010191
- Cited by
- 508
- References
- 62
- FWCI
- 32.15
- Type
- journal article
- Language
- en
- Open access
- closed
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