文献类型：期刊文献

英文题名：A third-party perspective for examining employee reactions to witnessing coworker incivility towards customers

作者：Ni, Dan[1];Yang, Mengxi[2,3];Luo, Senhan[4];Chen, Wansi[5]

机构：[1]Sun Yat Sen Univ, Sch Business, Guangzhou 510275, Peoples R China;[2]Univ Chinese Acad Sci, Sch Econ & Management, Beijing 100190, Peoples R China;[3]Univ Chinese Acad Sci, MOE Social Sci Lab Digital Econ Forecasts & Policy, Beijing 100190, Peoples R China;[4]Peking Univ, Sch Transnatl Law, Beijing 100871, Peoples R China;[5]East China Univ Sci & Technol, Sch Business, Shanghai 200237, Peoples R China

年份：2024

卷号：177

外文期刊名：JOURNAL OF BUSINESS RESEARCH

收录：;WOS:【SSCI(收录号:WOS:001234583800001)】；

基金：This study was supported by National Natural Science Foundation of China (Grant Number: 72202248) granted by Dan Ni, National Natural Science Foundation of China (Grant Number: 72102220 and 72192843) , MOE Social Science Laboratory of Digital Economic Forecasts and Policy Simulation at UCAS granted by Mengxi Yang, and the Ministry of Education Humanities and Social Science Project (Grant Number: 23YJA630013) granted by Wansi Chen.

语种：英文

外文关键词：Incivility towards customers; Hostility; Moral disengagement; Workplace ostracism; Perceived service climate

摘要：Drawing on moral self-regulatory theory, this study uses the experience sampling method to examine how and when employees, as third parties, react to coworker incivility towards customers. Data from 246 front-line employees in China showed that coworker incivility towards customers was positively related to hostility towards coworkers and, in turn, more workplace ostracism towards coworkers. Meanwhile, coworker incivility towards customers was also positively related to state-based moral disengagement and, in turn, more incivility towards customers. The above effects depended on employees' perceived service climate such that when employees had a higher (versus lower) level of perceived service climate, the above effects were attenuated. Implications for theory and practice are discussed.