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Proposed antecedents of workplace incivility in the service sector

Lim, Hui Ling and Mohd Shamsudin, Faridahwati and Sri Ramalu, Subramaniam (2014) Proposed antecedents of workplace incivility in the service sector. In: International Conference on Business Management (ICBM) 2014, 18-19 August 2014, Putra World Trade Centre (PWTC), Kuala Lumpur, Malaysia.

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In the context of service sector, uncivil behaviour toward customers is likely to harm the effectiveness of the service provider.Built upon the stressor-emotion model of counterproductive work behaviour developed by Spector and Fox (2005), we attempt to explain workplace incivility in this context by proposing that role stress (role conflict and role ambiguity) and interactional justice (interpersonal justice and informational justice) may provoke uncivil behaviours through the mediation of negative emotions. In addition, we propose that self monitoring may play a role in moderating the relationship between negative emotions and workplace incivility.

Item Type: Conference or Workshop Item (Paper)
Additional Information: ISBN 978-957-0910-05-5 Organized by: School of Business Management (SBM) Universiti Utara Malaysia
Uncontrolled Keywords: Workplace incivility; role stress; interactional justice; negative emotions; self-monitoring
Subjects: H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions: School of Business Management
Depositing User: Dr. Faridahwati Mohd Shamsudin
Date Deposited: 22 Jun 2017 03:27
Last Modified: 22 Jun 2017 03:27

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