Workplace incivility and its outcomes: the role of coping strategies and mindfulness

Abstract

The dissertation focuses on understanding the mechanisms that connect workplace incivility to non-work-related outcomes, such as subjective well-being, and workrelated outcomes, such as job performance. The studies draw on theories, including the conservation of resources theory, the theory of work-family enrichment, and the work-home resources model to propose the hypotheses. Two studies were conducted to address the research questions. Study 1 aimed to determine the mechanism of the effect of supervisor and coworker incivility on employees’ subjective well-being by focusing on the mediating role of work-family enrichment and the moderating role of coping strategies. Study 2 aimed to identify the effect of customer and supervisor incivility on employees’ in-role and extra-role performance by focusing on the mediating role of psychological distress and the moderating role of mindfulness. The data of both studies were analyzed using partial least square structural equation modelling (PLS-SEM). For study 1, cross-sectional data was collected from 266 banking frontline employees, revealing that coworker incivility negatively affected work-family enrichment, subsequently reducing subjective well-being. Coping strategies were found to moderate the relationship between coworker incivility and work-family enrichment. Study 2 collected cross-sectional data from 186 check-in staff in the aviation sector. The results showed that both customer and supervisor incivility were associated with increased psychological distress, leading to reduced extra-role performance. Besides, supervisor incivility directly impacted employees' in-role performance rather than an indirect effect. The study also found that employees with low levels of mindfulness experienced a stronger impact of customer and supervisor incivility on psychological distress. Further implications and several avenues for future research will also be discussed.