• Management & Information Systems Review
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• v.37 no.3
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• pp.49-64
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• 2018

The purpose of this study is to investigate the effect of organizational virtue and leader member exchange on workplace-incivility by reducing workplace incivility. And second, to examine how incivility in the organization will affect affective commitment. Third, the effect of conscientiousness on the relationship between workplace-incivility and affective commitment in the organization is examined. In this study, 234 domestic workers were surveyed and their hypotheses were verified for empirical study. This study revealed that organizational virtue and leader member exchange had negative effects on workplace-incivility, and organizational incivility also had negative effects on affective commitment. In addition, the relationship between workplace-incivility and affective commitment in the organization showed that the lower the degree of conscientiousness in personality, the stronger the negative effect of workplace-incivility on affective commitment. Therefore, this study suggests that empirical studies show causal relationship between workplace-incivility and affective commitment in the organization. In addition, the moderating effect of conscientiousness on the relationship between workplace-incivility and affective commitment was demonstrated, and it is meaningful that the effect of organizational virtue, leader member exchange relationship and affective commitment is demonstrated empirically.

• Journal of the Korea Academia-Industrial cooperation Society
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• v.19 no.1
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• pp.486-496
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• 2018

Customer incivility is an important stress factor employees performing service tasks, and this is equally true for employees who perform civil affairs services. The purpose of this study is to investigate the negative effects of adverse customer behavior and ways to reduce it. This study adopts the Conservation of Resource (COR) theory in order to examine customer incivility. This study predicts that customer incivility will negative emotions and eventually lead to emotional exhaustion in employees. We also predict that social support (organizational support, supervisor support, coworker support) perceived by employees would moderate the relationship between customer incivility and negative emotions. This study is based on 481 questionnaires collected from public officials. The results are as follows: First, customer incivility causes negative emotions. Second, negative emotions mediate the relationship between customer incivility and emotional exhaustion. Third, the relationship between customer incivility and negative emotions showed moderating effects on the perception of organizational support which is one of three types of social support. Based on the results of this study, implications, limitations, and future direction of research are suggested.

• Industry Promotion Research
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• v.8 no.3
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• pp.51-60
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• 2023

The purpose of this study was to verify the double mediating effects of job stress and psychological commitment in the relationship between organizational incivility and job satisfaction of child-care teachers in South Korea. 234 Korean child-care teachers were purposively selected from S city of C Province. SPSS Win.25.0 and PROCESS Macro 4.2 were used for analyzing the data, and reliability analysis, frequency analysis, correlation analysis, and multiple mediation model analysis were conducted. Results are as follows. First, correlation analysis showed significant correlations between organizational incivility, job stress, psychological commitment, and job satisfaction. Second, path analysis showed that organizational incivility had a positive effect on job stress and a negative effect on psychological commitment and job satisfaction. Job stress had a negative and significant effect on psychological commitment and job satisfaction, and psychological commitment had a positive and significant effect on job satisfaction. Third, job stress and psychological commitment had consecutive double mediation in the link between organizational incivility and job satisfaction. This study suggests a way to utilize job stress and psychological commitment when childcare teachers' organizational incivility has a negative effect on job satisfaction.

• Journal of Digital Convergence
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• v.18 no.1
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• pp.177-186
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• 2020

The purpose of this study was to identify the mediating effect of organizational citizenship behavior in relation between incivility and professional quality of life. The data collected from June 8, 2018 to June 29, 2018, and the questionnaire from 250 nurses at 3 general hospital in D city. The data were analyzed by t-test, ANOVA, Scheffe's test, Pearson's correlation, hierarchical analysis and Sobel test. Organizational citizenship behavior showed perfect mediating effect in the relationship between incivility experienced by nurses and compassion satisfaction, and partial mediating effect in the relationship between incivility experienced by nurses and burnout. The results indicate that it is necessary to develop strategies and applications to enhance organizational citizenship behavior for improved professional quality of life of a nurses who experience incivility.

• Management & Information Systems Review
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• v.39 no.2
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• pp.127-143
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• 2020

As customers' irrational, rude behaviors are often covered by media recently, the issue is becoming a more serious social issue. Workers' stress in the service industry is very severe because they have to face and interact with customers with rude behaviors in-person due to the nature of the job. As a result of customers' rude behaviors, workers even desire to leave their organization because they feel doubts about their job and have negative emotions such as unpleasantness, depression, and fear. Considering that customers' rude behaviors directly impact service industry workers' ability to offer proper service, it is necessary to have appropriate measures against their rude behaviors. This research examined the impact of customers' rude behaviors on service industry workers' emotional dissonance, its impact on job stress, and the impact of job stress on organizational deviance, life violations and creativity. The study also analyzed the moderating effects of stress management education in emotional dissonance and job stress relationship to device ways to manage job stress more positively. To collect data, the study conducted a survey on medical service workers in the customer service sector of large general hospitals and small or medium-sized hospitals in Busan, and the results were as follows. First, rude behaviors had a significant positive(+) effect on emotional dissonance, which had a significant positive(+) effect on job stress. Third, job stress had a significant positive(+) effect on both organizational deviance an life violations. Fourth, job stress had a negative(-) significant effect on creativity. Fifth, there was no moderating effect of stress management education in the relationship between emotional dissonance and job stress.

• Journal of Korean Academy of Nursing Administration
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• v.19 no.5
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• pp.555-564
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• 2013

Purpose: The purpose of this study was to examine nurses' experience of workplace incivility from coworkers, supervisors, patients or patients' families, and doctors. The researcher identified the relationships among empowerment, burnout, and organizational commitment of hospital nurses. Methods: The sample included 415 hospital nurses. Data were collected through questionnaires and analyzed using SPSS and AMOS. Results: The average incivility score was 2.94 from doctors and 2.89 from patients or patients' families, higher than from supervisors (1.90) and coworkers (1.87). The variables affecting burnout included direct effect of empowerment (${\beta}$=-.46, p<.001), direct effect of patients or patients' family incivility (${\beta}$=.14, p<.001), direct effect of supervisor incivility (${\beta}$=.12, p<.001), and direct effect of doctor incivility (${\beta}$=.09, p<.001). The variables affecting organizational commitment were direct effect of burnout (${\beta}$=-.58, p<.001), indirect effect of empowerment (${\beta}$=-.23, p<.001), indirect effect of patients or patients' family incivility (${\beta}$=-.12, p<.001), indirect effect of supervisor incivility (${\beta}$=-.10, p<.001), and indirect effect of doctor incivility (${\beta}$=-.09, p<.001). Conclusion: The results indicate that incivility affecting nurses results in a high degree of burnout and a low degree of organizational commitment. Therefore, it is necessary to assess incivility cases and to hold workshops designed to curb incivility and establish healthy workplaces.