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Work unit incivility, job satisfaction, and total quality management among transportation employees

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  • Morrow, Paula C.
  • McElroy, James C.
  • Scheibe, Kevin P.

Abstract

Survey results from 1381 employees working in a state department of transportation tested the idea that uncivil work environments bear undesirable consequences for job satisfaction and diminish the effectiveness of quality management practices. Results demonstrated that incivility does not have to be personally experienced to have deleterious effects, merely witnessed. Perceived workplace incivility was found to adversely affect job satisfaction and the effectiveness of quality programs aimed at teamwork, customer focus and continuous improvement, even after controlling for race, gender and prior experience of harassment. Managers are advised to broaden their consideration of incivility to include its effects on observers.

Suggested Citation

  • Morrow, Paula C. & McElroy, James C. & Scheibe, Kevin P., 2011. "Work unit incivility, job satisfaction, and total quality management among transportation employees," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 47(6), pages 1210-1220.
    • Handle: RePEc:eee:transe:v:47:y:2011:i:6:p:1210-1220
    DOI: 10.1016/j.tre.2011.03.004
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    References listed on IDEAS

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    Cited by:

    1. Ku, Edward C.S. & Chen, Fei-Hung & Wei, Kirsten, 2014. "Transition process activities and team efficacy of flight attendants," Journal of Air Transport Management, Elsevier, vol. 40(C), pages 119-125.
    2. Lannoo, Steven & Verhofstadt, Elsy, 2016. "What drives the drivers? Predicting turnover intentions in the Belgian bus and coach industry," Transportation Research Part A: Policy and Practice, Elsevier, vol. 91(C), pages 251-259.
    3. Jajja, Muhammad Shakeel Sadiq & Asif, Muhammad & Montabon, Frank & Chatha, Kamran Ali, 2020. "The indirect effect of social responsibility standards on organizational performance in apparel supply chains: A developing country perspective," Transportation Research Part E: Logistics and Transportation Review, Elsevier, vol. 139(C).
    4. Erica Ballantyne & Graeme Heron, 2020. "Can Transport Operator Schemes Deliver Regional Sustainability Benefits? The Case of the UK Northern Powerhouse Region," Sustainability, MDPI, vol. 12(4), pages 1-14, February.

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