ABSTRACT

Many workers are subjected to incidents of rudeness and ignorance at work. Emerging evidence suggests that exposure to such incivility has an immediate impact on people’s well-being and commitment. In this article we contribute to this nascent area of enquiry by investigating the role of discrete emotions in explaining how exposure to incivility translates into detrimental daily consequences, and by examining whether the role of emotions varies depending on whether incivilities occur during face-to-face versus online interactions. In a diary study of 69 workers, we find that face-to-face incivility has a pronounced daily impact on workers’ exhaustion and turnover intention, and that this impact is mediated by increased feelings of sadness and anger, but not fear. In contrast, cyber incivility only affects workers’ emotional exhaustion as a result of increases in sadness. Our findings provide insight into the mechanisms of daily effects of workplace incivility and the divergent daily effects of face-to-face versus cyber incivility.

摘要

许多工人在工作中遭受粗鲁和无知的事件。新出现的证据表明，暴露于这种无礼行为会对人们的福祉和承诺产生直接影响。在这篇文章中，我们通过调查离散情绪在解释暴露于不文明行为如何转化为有害的日常后果方面的作用，并通过检查情绪的作用是否取决于面对面时是否发生不文明行为而对这一新兴领域做出贡献与在线互动相比。在对 69 名工人的日记研究中，我们发现面对面的不文明行为对工人的疲惫和离职意愿有显着的日常影响，这种影响是通过增加悲伤和愤怒而不是恐惧来调节的。相比之下，网络不文明行为只会因悲伤增加而影响员工的情绪衰竭。我们的研究结果提供了对工作场所不文明行为的日常影响机制以及面对面与网络不文明行为的不同日常影响的深入了解。