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- W2034201554 abstract "In order to provide a more complete understanding of how acts of workplace incivility (i.e., seemingly minor acts of rudeness and disregard for others in violation of workplace norms) affect firm-level performance, we introduce the concept of an organizational climate for incivility, defined as shared perceptions by organizational members that acts of workplace incivility are commonplace. We then propose a linkage model with sequential, partially- and fully-mediated relationships between unit-level measures of workload stress, incivility climate, teamwork behavior, customer satisfaction, and financial performance. Using multi-source employee and archival performance data from 82 hotel franchises to test our structural equations model, we find at least partial support for our hypothesized relationships. Specifically, 1) incivility climate is found to fully mediate the relationship between unit-level workload stress and teamwork behavior, 2) teamwork behavior fully mediates the relationship between incivility climate and customer satisfaction, and 3) customer satisfaction fully mediates the relationship between teamwork behavior and financial performance. Implications for theory and practice are discussed." @default.
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- W2034201554 date "2011-01-01" @default.
- W2034201554 modified "2023-10-02" @default.
- W2034201554 title "HOW A CLIMATE FOR INCIVILITY AFFECTS BUSINESS UNIT PERFORMANCE: TESTING A LINKAGE MODEL" @default.
- W2034201554 doi "https://doi.org/10.5465/ambpp.2011.65869684" @default.
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