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The Relationship between Coworker Incivility, Emotional Exhaustion, and Organizational Outcomes: The Mediating Role of Emotional Exhaustion
Author(s) -
Hur WonMoo,
Kim ByungSoo,
Park SungJae
Publication year - 2014
Publication title -
human factors and ergonomics in manufacturing and service industries
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.408
H-Index - 39
eISSN - 1520-6564
pISSN - 1090-8471
DOI - 10.1002/hfm.20587
Subject(s) - emotional exhaustion , psychology , incivility , social psychology , job satisfaction , structural equation modeling , conservation of resources theory , organizational commitment , burnout , clinical psychology , statistics , mathematics
The aim of this research is to investigate the relationship between coworker incivility, emotional exhaustion, and organizational outcomes measured by job satisfaction, job performance, and turnover intention. Working with a sample of 286 retail bank employees in South Korea, structural equation modeling is employed to test four hypotheses drawing on conservation of resources (COR) theory and affective events theory (AET). According to the analyses, while employee incivility positively affects emotional exhaustion, emotional exhaustion has a negative effect on job satisfaction and job performance. In addition, emotional exhaustion has a positive impact on turnover intention among organizational employees. These results imply that to better understand the relationship between coworker incivility and organizational outcomes, it is necessary to consider emotional exhaustion as an important mediating variable. The theoretical and practical implications of this study are discussed, together with its limitations and future research directions.