직장 내 무례 경험이 직장 내 무례 가해와 반생산적 과업 행동에 미치는 영향

Abstract

According to the results of various domestic and foreign surveys, 'workplace incivility' has reached a dangerous level, and the situation continues to deteriorate. Such incivility in the workplace is known to have a negative impact on individuals and incur significant costs for organizations as well.

Since Andersson and Pearson (1999) introduced workplace incivility for the first time in the field of business administration, it has received constant attention from numerous researchers over the past 20 years. However, prior studies have focused on the consequences rather than the antecedents of workplace incivility, confined the source of incivility to the internal (organization), and neglected the spiraling effect of workplace incivility which a person who experiences incivility becomes a incivility instigator again.

Therefore, this study aims to examine the impact of workplace incivility experiences on workplace incivility instigation (organizational incivility, incivility against customer) and counterproductive work behavior (negative megaphoning, service sabotage). In addition, this study examines the moderating effects of three role stressors (role ambiguity, role conflict, and role overload) on the relationship between incivility experiences and incivility instigation, and counterproductive work behavior. Specifically, I propose the following hypotheses.

Hypothesis 1. Experience of workplace incivility positively relates to instigation of workplace incivility. Hypothesis 2. Experience of workplace incivility positively relates to counterproductive work behavior. Hypothesis 3. Role stressors positively moderates the relationship between experience of workplace incivility and instigation of workplace incivility. Hypothesis 4. Role stressors positively moderates the relationship between experience of workplace incivility and counterproductive work behavior.

In order to empirically test these hypotheses, I collected data from car salespeople, who account for most of car sales, and face-to-face contact and communication with customers, take more important roles than other service industry workers. The hierarchical regression analysis results of a sample of 319 car salespeople support the hypotheses. And I provide academic and practical implications, and also present suggestions for future research.