Cargando…

Emotional Intelligence Mitigates the Effects of Customer Incivility on Surface Acting and Exhaustion in Service Occupations: A Moderated Mediation Model

This study contributes to the constantly accumulating evidence on the effects of customer incivility (CI) on service employee exhaustion. Previous research has demonstrated that surface acting (SA) acts as a mediating variable in the relationship between CI and exhaustion. This study extended prior...

Descripción completa

Detalles Bibliográficos
Autores principales:	Szczygiel, Dorota Daniela, Bazińska, Róz·a
Formato:	Online Artículo Texto
Lenguaje:	English
Publicado:	Frontiers Media S.A. 2021
Materias:	Psychology
Acceso en línea:	https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7859092/ https://www.ncbi.nlm.nih.gov/pubmed/33551888 http://dx.doi.org/10.3389/fpsyg.2020.506085

Ejemplares similares

Organizational Change and Workplace Incivility: Mediated by Stress, Moderated by Emotional Exhaustion
por: Raza, Muhammad Ali, et al.
Publicado: (2023)

Lashing out: emotional exhaustion triggers retaliatory incivility in the workplace
por: Loh, Jennifer M.I., et al.
Publicado: (2021)

Surface Acting, Emotional Exhaustion, and Employee Sabotage to Customers: Moderating Roles of Quality of Social Exchanges
por: Zhang, Hui, et al.
Publicado: (2018)

Work-Related Identity Discrepancy and Counterproductive Work Behavior: The Role of Emotional Exhaustion and Supervisor Incivility
por: Liu, Chang-E, et al.
Publicado: (2020)

Emotional Intelligence Buffers the Effects of Negative Emotions on Job Burnout in Nursing
por: Szczygiel, Dorota Daniela, et al.
Publicado: (2018)

When Do Service Employees Suffer More from Job Insecurity? The Moderating Role of Coworker and Customer Incivility
por: Shin, Yuhyung, et al.
Publicado: (2019)

Disruptive Academic Behaviors: The Dance Between Emotional Intelligence and Academic Incivility
por: Hudgins, Tracy, et al.
Publicado: (2022)

Mistreatment from Multiple Sources: Interaction Effects of Abusive Supervision, Coworker Incivility, and Customer Incivility on Work Outcomes
por: Shin, Yuhyung, et al.
Publicado: (2021)

Relative Importance of Incivility and Loneliness in Occupational Health Outcomes
por: Gilmer, Declan O., et al.
Publicado: (2023)

Survey dataset on workplace incivility, emotional exhaustion and adaptive performance among employees working in the front line: A case study
por: Sumri, Nurdiyana, et al.
Publicado: (2023)

Managing the value Co-creation of peer service providers in the sharing economy: The perspective of customer incivility
por: Jia, Yu, et al.
Publicado: (2023)

Polish adaptation of three self-report measures of job stressors: the Interpersonal Conflict at Work Scale, the Quantitative Workload Inventory and the Organizational Constraints Scale
por: Baka, Łukasz, et al.
Publicado: (2016)

How surface acting affects turnover intention among family doctors in rural China: the mediating role of emotional exhaustion and the moderating role of occupational commitment
por: Wang, Anqi, et al.
Publicado: (2023)

Is It Enough to Be an Extrovert to Be Liked? Emotional Competence Moderates the Relationship Between Extraversion and Peer-Rated Likeability
por: Szczygiel, Dorota, et al.
Publicado: (2018)

Tit for tat or good for evil? Linking customer incivility, hostility, guilt, and employee behaviors
por: Chen, Chong, et al.
Publicado: (2023)

The Influence of Workplace Incivility on Employees’ Emotional Exhaustion in Recreational Sport/Fitness Clubs: A Cross-Level Analysis of the Links between Psychological Capital and Perceived Service Climate
por: Chang, Chia-Ming, et al.
Publicado: (2019)

Models of Workplace Incivility: The Relationships to Instigated Incivility and Negative Outcomes
por: Holm, Kristoffer, et al.
Publicado: (2015)

A Moderated Mediation Model of Emotional Engagement in the Development of Emotional Exhaustion: The Moderating Role of Emotional Resources
por: Hu, Ling, et al.
Publicado: (2022)

Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate
por: Kim, Bora, et al.
Publicado: (2023)

The influence of family incivility on cyberbullying perpetration: A moderated mediation model
por: Gao, Jing, et al.
Publicado: (2022)

Emotions and Incivility in Vaccine Mandate Discourse: Natural Language Processing Insights
por: Stevens, Hannah, et al.
Publicado: (2022)

Perceptions of Customer Incivility, Job Satisfaction, Supervisor Support, and Participative Climate: A Multi-Level Approach
por: Pap, Zselyke, et al.
Publicado: (2021)

Gazing the dusty mirror: Joint effect of narcissism and sadism on workplace incivility via indirect effect of paranoia, antagonism, and emotional intelligence
por: Wang, Bo, et al.
Publicado: (2022)

How workplace incivility leads to work alienation: A moderated mediation model
por: Xia, Bingnan, et al.
Publicado: (2022)

Research on How Emotional Expressions of Emotional Labor Workers and Perception of Customer Feedbacks Affect Turnover Intentions: Emphasis on Moderating Effects of Emotional Intelligence
por: Lee, Young Hee, et al.
Publicado: (2019)

Emotional Dissonance and Sickness Absence Among Employees Working With Customers and Clients: A Moderated Mediation Model via Exhaustion and Human Resource Primacy
por: Indregard, Anne-Marthe R., et al.
Publicado: (2018)

Funeral and Mortuary Operators: The Role of Stigma, Incivility, Work Meaningfulness and Work–Family Relation to Explain Occupational Burnout
por: Guidetti, Gloria, et al.
Publicado: (2021)

Workplace incivility in Japan: Reliability and validity of the Japanese version of the modified Work Incivility Scale
por: Tsuno, Kanami, et al.
Publicado: (2017)

Service staff encounters with dysfunctional customer behavior: Does supervisor support mitigate negative emotions?
por: Xiao, Biyan, et al.
Publicado: (2022)

Factors contributing to the perpetration of workplace incivility: the importance of organizational aspects and experiencing incivility from others
por: Torkelson, Eva, et al.
Publicado: (2016)

Ethical Leadership as the Reliever of Frontline Service Employees’ Emotional Exhaustion: A Moderated Mediation Model
por: Zhou, Hao, et al.
Publicado: (2020)

Your Care Mitigates My Ego Depletion: Why and When Perfectionists Show Incivility Toward Coworkers
por: Hussain, Muhammad Ali, et al.
Publicado: (2021)

The Association between Artificial Intelligence Awareness and Employee Depression: The Mediating Role of Emotional Exhaustion and the Moderating Role of Perceived Organizational Support
por: Xu, Guanglu, et al.
Publicado: (2023)

Impacts of customer incivility and abusive supervision on employee performance: a comparative study of the pre- and post-COVID-19 periods
por: Shin, Yuhyung, et al.
Publicado: (2021)

Family incivility and work-engagement: moderated mediation model of personal resources and family-work enrichment
por: Gopalan, Neena, et al.
Publicado: (2021)

Emotional intelligence and the Occupational Personality Questionnaire (OPQ)
por: Furnham, Adrian, et al.
Publicado: (2014)

Emotional Exhaustion and Health Complaints as Indicators of Occupational Diseases Among Civil Servants in Spain
por: Topa, Gabriela, et al.
Publicado: (2018)

The Role of Teacher–Student Relationships in Predicting Teachers’ Occupational Wellbeing, Emotional Exhaustion, and Enthusiasm
por: Cui, Liying
Publicado: (2022)

An Analysis of the Perceptions of Incivility in Higher Education
por: Hudgins, Tracy, et al.
Publicado: (2022)

Attributions and perpetrators of incivility in academic surgery
por: Santosa, Katherine B., et al.
Publicado: (2023)

Cannot write session to /tmp/vufind_sessions/sess_c6uulrqkmatj2vlecufo4vueg0