Service employees’ workplace incivility and career regret: Mediation of organizational dehumanization and moderation of psychological safety
Author
Abstract
Suggested Citation
DOI: 10.1016/j.jretconser.2024.104192
Download full text from publisher
As the access to this document is restricted, you may want to search for a different version of it.
References listed on IDEAS
- Mortimer, Gary & Wang, Shasha & Osorio Andrade, MarÃa Lucila, 2023. "Measuring customer aggression: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
- Sang-Hoon Lee & Won-Moo Hur & Yuhyung Shin, 2023. "Struggling to Stay Engaged During Adversity: A Daily Investigation of Frontline Service Employees’ Job Insecurity and the Moderating Role of Ethical Leader Behavior," Journal of Business Ethics, Springer, vol. 184(1), pages 281-295, April.
- Mayr, Kathrin & Teller, Christoph, 2023. "Customer deviance in retailing: Managers’ emotional support and employees’ affective wellbeing," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
- Yingxin Deng & Weipeng Lin & Guiquan Li, 2022. "When and How Does Team Task Conflict Spark Team Innovation? A Contingency Perspective," Journal of Business Ethics, Springer, vol. 181(3), pages 745-761, December.
- Ahmad, Naveed & Ullah, Zia & AlDhaen, Esra & Han, Heesup & Scholz, Miklas, 2022. "A CSR perspective to foster employee creativity in the banking sector: The role of work engagement and psychological safety," Journal of Retailing and Consumer Services, Elsevier, vol. 67(C).
- Gaucher, Benoît & Chebat, Jean-Charles, 2019. "How uncivil customers corrode the relationship between frontline employees and retailers," Journal of Retailing and Consumer Services, Elsevier, vol. 46(C), pages 1-10.
- Hur, Won-Moo & Shin, Yuhyung & Chung, June-ho, 2024. "Is insomnia detrimental to proactive service performance and customer-directed helping? Mediation of employee resilience and moderation of job crafting," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
- Zhao, Jingyou & Hu, Enhua & Han, Mingyan & Jiang, Keshen & Shan, Hongmei, 2023. "That honey, my arsenic: The influence of advanced technologies on service employees’ organizational deviance," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
- Reich, Tara C. & Hershcovis, M. Sandy, 2015. "Observing workplace incivility," LSE Research Online Documents on Economics 57943, London School of Economics and Political Science, LSE Library.
- Huang, Miaojia & Geng, Shuang & Yang, Wen & Law, Kris M.Y. & He, Yuqin, 2024. "Going beyond the role: How employees' perception of corporate social responsibility fuels proactive customer service performance," Journal of Retailing and Consumer Services, Elsevier, vol. 76(C).
- 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.
- Kang, David Yeonjun & Hur, Won-Moo & Shin, Yuhyung, 2023. "Smart technology and service employees’ job crafting: Relationship between STARA awareness, performance pressure, receiving and giving help, and job crafting," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
- 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.
- 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.
- Boukis, Achilleas & Koritos, Christos & Papastathopoulos, Avraam & Buhalis, Dimitrios, 2023. "Customer incivility as an identity threat for frontline employees: The mitigating role of organizational rewards," Annals of Tourism Research, Elsevier, vol. 100(C).
- 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).
- Chenghao Men & Patrick S. W. Fong & Weiwei Huo & Jing Zhong & Ruiqian Jia & Jinlian Luo, 2020. "Ethical Leadership and Knowledge Hiding: A Moderated Mediation Model of Psychological Safety and Mastery Climate," Journal of Business Ethics, Springer, vol. 166(3), pages 461-472, October.
- Hur, Won-Moo & Shin, Yuhyung & Shin, Gyeongpyo, 2022. "Daily relationships between customer incivility, organizational control, self-efficacy, and service performance," Journal of Retailing and Consumer Services, Elsevier, vol. 69(C).
- Stinglhamber, Florence & Caesens, Gaëtane & Chalmagne, Benoît & Demoulin, Stéphanie & Maurage, Pierre, 2021. "Leader–member exchange and organizational dehumanization: The role of supervisor’s organizational embodiment," European Management Journal, Elsevier, vol. 39(6), pages 745-754.
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.- Castaldo, Sandro & Ciacci, Andrea & Penco, Lara, 2023. "Perceived corporate social responsibility and job satisfaction in grocery retail: A comparison between low- and high-productivity stores," Journal of Retailing and Consumer Services, Elsevier, vol. 74(C).
- Zhou, Shuai & Yi, Ni & Rasiah, Rajah & Zhao, Haipeng & Mo, Zile, 2024. "An empirical study on the dark side of service employees’ AI awareness: Behavioral responses, emotional mechanisms, and mitigating factors," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
- Hur, Won-Moo & Shin, Yuhyung & Chung, June-ho, 2024. "Is insomnia detrimental to proactive service performance and customer-directed helping? Mediation of employee resilience and moderation of job crafting," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
- Zhao, Jingyou & Jiao, Niantao & Han, Mingyan, 2025. "Exploitative leadership and service employees’ emotional labor: The roles of psychological distress and spousal support," Journal of Retailing and Consumer Services, Elsevier, vol. 84(C).
- Park, Hyewon & Hur, Won-Moo & Kang, Seongho, 2023. "Contribution of sales control in salespeople’s creative selling: Work engagement as a mediator," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
- Mayr, Kathrin & Teller, Christoph, 2024. "The ethical edge: Unveiling the power of virtuousness in retailing from employees’ perspectives," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
- Gaan, Niharika & Shin, Yuhyung, 2023. "Sales employees’ polychronicity and sales-service ambidexterity: Mediation of work engagement and moderation of store manager support," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
- Meng Bai & He Zhang & Junrui Zhang & Yuhui Jiang & Junmin Xu, 2025. "Challenging or Threatening? The Double-Edged Sword Effect of Intelligent Technology Awareness on Accountants’ Unethical Decision-Making," Journal of Business Ethics, Springer, vol. 197(1), pages 159-175, February.
- Te Li, 2025. "How high-performance human resource practices foster employee creativity: evidence from R&D technicians," Palgrave Communications, Palgrave Macmillan, vol. 12(1), pages 1-14, December.
- 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).
- Mortimer, Gary & Wang, Shasha & Osorio Andrade, MarÃa Lucila, 2023. "Measuring customer aggression: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
- Song, Jun & Wang, Dongdong & He, Changqing, 2023. "Why and when does inclusive leadership evoke employee negative feedback-seeking behavior?," European Management Journal, Elsevier, vol. 41(2), pages 292-301.
- Kim, Yeonshin & Hur, Won-Moo & Lee, Luri, 2023. "Understanding customer participation in CSR activities: The impact of perceptions of CSR, affective commitment, brand equity, and corporate reputation," Journal of Retailing and Consumer Services, Elsevier, vol. 75(C).
- Alfredo Rodríguez-Muñoz & Gerardo Montes-Maroto & Mirko Antino & Francisco Gil-Rodríguez & Paula Ruíz-Zorrilla, 2021. "Mindful You, Relaxed and Beneficial Me: A Daily Diary Study of Coworker Dyads," Journal of Happiness Studies, Springer, vol. 22(2), pages 767-786, February.
- Uju Violet Alola & Simplice A. Asongu & Andrew Adewale Alola, 2019.
"Linking supervisor incivility with job embeddedness and cynicism: The mediating role of employee self-efficacy,"
Working Papers of the African Governance and Development Institute.
19/091, African Governance and Development Institute..
- Alola, Uju & Asongu, Simplice & Alola, Andrew, 2019. "Linking supervisor incivility with job embeddedness and cynicism: The mediating role of employee self-efficacy," MPRA Paper 102055, University Library of Munich, Germany.
- Uju Violet Alola & Simplice A. Asongu & Andrew Adewale Alola, 2019. "Linking supervisor incivility with job embeddedness and cynicism: The mediating role of employee self-efficacy," Working Papers 19/091, European Xtramile Centre of African Studies (EXCAS).
- Uju Violet Alola & Simplice A. Asongu & Andrew Adewale Alola, 2019. "Linking supervisor incivility with job embeddedness and cynicism: The mediating role of employee self-efficacy," Research Africa Network Working Papers 19/091, Research Africa Network (RAN).
- Bose, Sarmee & Mukherjee, Shashi Bajaj & Dey, Bikash Koli & Sarkar, Biswajit, 2024. "Continuous increasing consumer service for multi-item dual-channel retail management," Journal of Retailing and Consumer Services, Elsevier, vol. 81(C).
- Wenjun Wu & Dengke Yu, 2023. "The role of individual perceptions in the completion of formalistic tasks," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-13, December.
- Muhammad Ali Raza & Muhammad Imran & Farooq Mughal & Bahaudin G. Mujtaba, 2024. "Assessing the Spillover Effect of Despotic Leadership on an Employee’s Personal Life in the Form of Family Incivility: Serial Mediation of Psychological Distress and Emotional Exhaustion," Public Organization Review, Springer, vol. 24(4), pages 1171-1192, December.
- Jing Yang & Chuangang Shen & Cuiling Jiang & Peixu He, 2023. "Abusive Supervision and Employee Knowledge Sharing: The Roles of Psychological Safety and Perceived Motivational Climate," SAGE Open, , vol. 13(1), pages 21582440231, February.
- Gerald Eisenkopf & Torben Kölpin, 2024. "Leading-by-example: a meta-analysis," Journal of Business Economics, Springer, vol. 94(4), pages 543-577, May.
More about this item
Keywords
Frontline service employee; Workplace incivility; Organizational dehumanization; Career regret; Psychological safety;All these keywords.
Statistics
Access and download statisticsCorrections
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:eee:joreco:v:84:y:2025:i:c:s0969698924004880. 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: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .
Please note that corrections may take a couple of weeks to filter through the various RePEc services.