Mistreatment from multiple sources: Interaction effects of abusive supervision, coworker incivility, and customer incivility on work outcomes

Yuhyung Shin, Won Moo Hur, Seongho Kang

Research output: Contribution to journalArticlepeer-review

Abstract

Despite the large body of research on workplace mistreatment, surprisingly few studies have examined the interaction effect of multiple interpersonal stressors on employee outcomes. To fill this gap, our research aimed to test the moderating effects of coworker incivility and customer incivility on the relationship between abusive supervision, emotional exhaustion, and job perfor-mance. Analyses conducted on 651 South Korean frontline service employees revealed that abusive supervision exerted a significant indirect effect on job performance through emotional exhaustion. Customer incivility strengthened the positive relationship between abusive supervision and emotional exhaustion, as well as the indirect effect of abusive supervision on job performance through emotional exhaustion. Our post hoc analysis demonstrated a three-way interaction between abusive supervision, coworker incivility, and customer incivility; the relationship between abusive supervision and emotional exhaustion was significantly positive only when coworker incivility was high and customer incivility was low. We discuss the implications of our findings for theory and practice.

Original languageEnglish
Article number5377
JournalInternational Journal of Environmental Research and Public Health
Volume18
Issue number10
DOIs
StatePublished - 2021 May 2

Keywords

  • Abusive supervision
  • Coworker incivility
  • Customer incivility
  • Emotional exhaustion
  • Job performance

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