Mostafa, AMS (2021) Customer Incivility, Work Engagement and Service-Oriented Citizenship Behaviours: Does Servant Leadership Make a Difference? Human Performance. ISSN 0895-9285
Abstract
The focus of this study is on how and why incivility is related to employee outcomes. Drawing on role theory, the study tests a moderated mediation model in which customer incivility is indirectly related to service-oriented citizenship behaviours via work engagement, and this mediated relationship is moderated by servant leadership. Time-lagged, multisource data from a sample of nurses and their direct supervisors in thirty public hospitals in Romania were used to test the proposed model. The results of generalized multilevel structural equation modeling (GSEM) showed that the relationship between customer incivility and service citizenship behaviours was mediated by work engagement. Furthermore, this indirect relationship was weaker when employees work under a servant leader. Theoretical and practical implications of these findings are discussed.
Metadata
Item Type: | Article |
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Authors/Creators: |
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Copyright, Publisher and Additional Information: | © 2021 Taylor & Francis Group, LLC. This is an Accepted Manuscript of an article published by Taylor & Francis in Human Performance on 2nd November 2021, available online: http://www.tandfonline.com/doi/10.1080/08959285.2021.1998061 |
Dates: |
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Institution: | The University of Leeds |
Academic Units: | The University of Leeds > Faculty of Business (Leeds) > Management Division (LUBS) (Leeds) > Management Division Organizational Behaviour (LUBS) |
Depositing User: | Symplectic Publications |
Date Deposited: | 25 Oct 2021 14:06 |
Last Modified: | 02 Nov 2022 01:13 |
Status: | Published online |
Publisher: | Taylor & Francis |
Identification Number: | 10.1080/08959285.2021.1998061 |
Open Archives Initiative ID (OAI ID): | oai:eprints.whiterose.ac.uk:179482 |