1,721,011 research outputs found
The impact of third-party aggression on Italian and Irish employees’ well-being and job satisfaction
Get PDFThird-party workplace aggression represents a serious threat to workplace safety and organizational well-being. Nevertheless, existing research on workplace aggression has been mainly restricted to situations involving intra-organizational members. To fill this gap, the current dissertation concentrates on third-party workplace aggression. Third-party workplace aggression may manifest itself through a tremendous range and variety of acts which may be perpetrated by unknown persons outside the organization who have no legitimate relationship to it (i.e., external), or by someone who is either the recipient of or the object of a service provided (i.e., client-initiated). The current dissertation examines two client-initiated forms of workplace aggression, namely customer incivility and verbal aggression, and two external expressions of workplace aggression, namely robberies and thefts at work. In doing so, it focuses on the service sector because generally workers who have face-to-face communication with customers tend to report the highest levels of incidence of both client-initiated and external aggression. Despite being different by their nature, these types of third-party workplace aggression can be perceived as particularly stressful situations which may produce detrimental effects at the individual and the organizational level. Indeed, previous studies have shown that robberies at work may be traumatizing experiences which may affect employees' psycho-physical well-being by stimulating the development of numerous mental health problems, such as long-term psychological distress and post-traumatic stress symptoms. These symptoms may lead to poorer occupational functioning, absenteeism, difficulties to meet work-related demands and reduced overall job satisfaction. Similarly, prior investigations have demonstrated that encounters with uncivil or verbally aggressive clients may undermine service providers’ well-being, leading them to experience, for instance, negative mood, emotional dissonance and exhaustion. This may reduce the quality of the service provided and generate negative organizational outcomes, including withdrawal behaviors and retaliatory intentions toward the source of misbehavior. Despite of these findings, several research questions remain to be answered. For instance, which psychological characteristics may make some individuals more resilient than others to third-party workplace aggression? May words hurt individuals? Through which psychological mechanisms may a target of uncivility decide to treat the instigator uncivilly? Do different forms of aggression result in different individual- and organizational-level consequences? Which factors may influence victims’ job satisfaction perceptions? More specifically, may an accumulation of uncivil acts have the power to affect an employee in the same way as verbally aggressive acts? Do the victims of robberies experience the same consequences of the victims of thefts? Do individuals from different countries react differently to aggressive acts occurring in the workplace?
The present dissertation seeks to answer these questions by investigating how experiencing different forms of customer mistreatment and how being victims of diverse property crimes may differentially affect employees’ mental health and work-related outcomes, with a focus on job satisfaction. Moreover, to detect cultural similarities and differences in terms of workplace aggression perceptions and victimisation, the current dissertation adopts a cross-cultural perspective, comparing results between two nations, namely Italy and Ireland. Additionally, the role of specific personal resources is investigated with the purpose of identifying protective factors against the development of negative outcomes following critical events. Investigating effects and dynamics underlying these phenomena is crucial to formulate preventive measures and tailored interventions for victims.Third-party workplace aggression represents a serious threat to workplace safety and organizational well-being. Nevertheless, existing research on workplace aggression has been mainly restricted to situations involving intra-organizational members. To fill this gap, the current dissertation concentrates on third-party workplace aggression. Third-party workplace aggression may manifest itself through a tremendous range and variety of acts which may be perpetrated by unknown persons outside the organization who have no legitimate relationship to it (i.e., external), or by someone who is either the recipient of or the object of a service provided (i.e., client-initiated). The current dissertation examines two client-initiated forms of workplace aggression, namely customer incivility and verbal aggression, and two external expressions of workplace aggression, namely robberies and thefts at work. In doing so, it focuses on the service sector because generally workers who have face-to-face communication with customers tend to report the highest levels of incidence of both client-initiated and external aggression. Despite being different by their nature, these types of third-party workplace aggression can be perceived as particularly stressful situations which may produce detrimental effects at the individual and the organizational level. Indeed, previous studies have shown that robberies at work may be traumatizing experiences which may affect employees' psycho-physical well-being by stimulating the development of numerous mental health problems, such as long-term psychological distress and post-traumatic stress symptoms. These symptoms may lead to poorer occupational functioning, absenteeism, difficulties to meet work-related demands and reduced overall job satisfaction. Similarly, prior investigations have demonstrated that encounters with uncivil or verbally aggressive clients may undermine service providers’ well-being, leading them to experience, for instance, negative mood, emotional dissonance and exhaustion. This may reduce the quality of the service provided and generate negative organizational outcomes, including withdrawal behaviors and retaliatory intentions toward the source of misbehavior. Despite of these findings, several research questions remain to be answered. For instance, which psychological characteristics may make some individuals more resilient than others to third-party workplace aggression? May words hurt individuals? Through which psychological mechanisms may a target of uncivility decide to treat the instigator uncivilly? Do different forms of aggression result in different individual- and organizational-level consequences? Which factors may influence victims’ job satisfaction perceptions? More specifically, may an accumulation of uncivil acts have the power to affect an employee in the same way as verbally aggressive acts? Do the victims of robberies experience the same consequences of the victims of thefts? Do individuals from different countries react differently to aggressive acts occurring in the workplace?
The present dissertation seeks to answer these questions by investigating how experiencing different forms of customer mistreatment and how being victims of diverse property crimes may differentially affect employees’ mental health and work-related outcomes, with a focus on job satisfaction. Moreover, to detect cultural similarities and differences in terms of workplace aggression perceptions and victimisation, the current dissertation adopts a cross-cultural perspective, comparing results between two nations, namely Italy and Ireland. Additionally, the role of specific personal resources is investigated with the purpose of identifying protective factors against the development of negative outcomes following critical events. Investigating effects and dynamics underlying these phenomena is crucial to formulate preventive measures and tailored interventions for victims
The Social Drivers of Inclusive Workplaces scale: a preliminary validation of the questionnaire
No full textPurpose – Drawing on Shore and colleagues’ model of inclusive workplaces (2018) and the perceptions of social context framework (Borgogni et al., 2010), this study aims to develop and provide a preliminary validation of the Social Drivers of Inclusive Workplaces (SDIW) scale.
Design/methodology/approach – Using inductive and deductive approaches, items were developed. The resulting pool of 28 items was administrated to 1,244 employees using an anonymous online survey. The factor structure of the SDIW scale was tested through exploratory factor analysis (EFA) and confirmatory factor analysis (CFA). Reliabilities were estimated. Alternative models were tested through CFAs. Nomological validity and measurement invariance across gender were explored.
Findings – The EFA revealed a three-factor structure, including inclusive colleagues, supervisors and top management. This solution was confirmed by the CFA and outperformed all alternative models, showing good reliabilities. Measurement invariance across gender was confirmed. Correlations indicated that the SDIW total score and each dimension were positively associated with belongingness needs satisfaction and affective commitment, while negatively related to interpersonal strain, negative acts and turnover intention.
Practical implications – This study provides practitioners with a reliable tool to map social drivers of
inclusion within workplaces in order to design tailored interventions.
Originality/value – This study contributes to the inclusion literature, as it is the first to provide a scale that simultaneously measures employees’ perceptions of inclusive behaviours enacted by the three main social actors within the workplac
Effetti spillover della leadership nella percezione del conflitto lavoro-famiglia percepito dal partner: il ruolo di mediazione della techno-invasion
No full textIntroduzione. Uno dei vantaggi del lavoro ibrido è la discrezionalità che garantisce al dipendente. Tuttavia, tale autonomia può essere limitata da un responsabile orientato al controllo stretto sul processo lavorativo individuale. La ricerca ha confermato gli effetti negativi della leadership controllante sul benessere occupazionale, ciononostante non è chiaro il suo ruolo nell’influenzare l’interfaccia lavoro-famiglia. Inoltre, benché sia noto il ruolo protettivo della leadership nel mitigare gli effetti negativi dei techno-stressor sul conflitto lavoro-famiglia, mancano studi che esplorino come questi effetti possano estendersi nella vita familiare attraverso il techno-stress. Obiettivi. Lo studio esamina i meccanismi attraverso i quali uno stile di leadership controllante può portare al conflitto lavoro-famiglia riportato dal
partner. Metodo. 305 lavoratori ibridi di una azienda di telecomunicazione italiane hanno compilato un questionario online volto ad indagare le loro percezioni di leadership controllante e techno-invasion. I partner hanno valutato i conflitti lavoro-famiglia. Le analisi dei dati hanno previsto modelli di mediazione. Risultati. I dipendenti che percepiscono un controllo eccessivo da parte dei responsabili riportano maggiore techno-invasion, a sua volta associato a vissuti di conflitto lavoro-famiglia riportati dal partner. Limiti. Disegno trasversale. Aspetti innovativi. Lo studio arricchisce la letteratura su lavoro ibrido, sulla leadership e sull’interfaccia lavoro-famiglia, identificando la techno-invasion
come meccanismo che trasmette gli effetti negativi della leadership sulla vita privata percepita dal partner. Integra dati auto-riportati e misure etero-riferite, coinvolgendo il partner nella valutazione del conflitto lavoro-famiglia,
migliorando la comprensione del fenomeno
Sharing and hiding knowledge under pandemics: The role of stressor appraisals, perceived supervisor behaviors and attributions of supervisor motives
No full textThis study aims to shed light on the dual impact of appraisals of pandemic-induced job stressors on employee knowledge sharing and hiding behaviors. Drawing on the transactional attribution model, we hypothesize that employee perceptions of supervisor compassionate and self-serving behavior would positively mediate the impact of employee challenge and hindrance appraisals of pandemic-induced job stressors on employee knowledge sharing and knowledge hiding, respectively. Moreover, stressor appraisals are expected to interact with employee attributions of supervisor compassionate and self-serving motives in shaping perceptions of supervisor compassionate and self-serving behavior, respectively. To test our hypotheses, we conducted two independent studies—a three-wave full longitudinal study with 230 employees from UK and U.S. firms during the first COVID-19 outbreak and a randomized scenario-based experiment with 210 U.S. employees. Cross-lagged structural equation analyses, analyses of variance, and path analyses fully supported our predictions, thus providing a nuanced understanding of the role of perceived supervisor behavior and attributions of supervisor motives in accounting for the differential effects of employee appraisals of pandemic-induced job stressors on knowledge behaviors
The role of service providers’ resilience in buffering the negative impact of customer incivility on service recovery performance
No full textA Mixed-Method Study on Job Satisfaction Among Air Traffic Controllers During the Pandemic: The Roles of Work-Family Interface and Resilience
No full textLa violenza nei luoghi di lavoro: effetti psicologici di furti e rapine in un campione di tabaccai e gioiellieri
No full textMind your language! how and when victims of email incivility from colleagues experience work-life conflict and emotional exhaustion
No full textResilienza e ottimismo come importanti risorse personali dei professionisti sanitari coinvolti nella gestione della pandemia
No full textL’emergenza sanitaria legata al COVID-19 rappresenta una potenziale minaccia per il benessere e il funzionamento lavorativo dei professionisti sanitari. Pertanto, è importante individuare le risorse personali in grado di sostenere la salute psico-fisica e la soddisfazione lavorativa dei professionisti sanitari durante il periodo pandemico. In accordo con la teoria della Conservazione delle Risorse, il presente studio si propone di comprendere in quale modo la capacità di cogliere aspetti positivi derivanti dall’emergenza possa associarsi a soddisfazione lavorativa e salute psico-fisica, ipotizzando che una visione ottimistica della situazione pandemica possa mediare tale relazione. 184 professionisti sanitari impiegati in un ospedale del Nord Italia (tra i primi ad essere coinvolti nella gestione pandemica) hanno partecipato alla ricerca compilando un questionario self-report anonimo volto alla misurazione di: resilienza e ottimismo (Capitale Psicologico), salute psico-fisica (General Health Questionnaire-12), soddisfazione lavorativa (un item) e alcuni aspetti legati all’esposizione diretta e vicaria al COVID-19 (check-list ad hoc). Sono state condotte analisi descrittive, confronti tra i gruppi e analisi di mediazione I risultati mostrano come persone più resilienti tendano acogliere maggiormente gli aspetti positivi legati all’emergenza. Ciò consente loro di essere ottimisti e, pertanto, di provare maggiore soddisfazione professionale e minori sintomi psicosomatici. Questo studio evidenzia come resilienza e ottimismo rappresentino importanti risorse personali in grado di favorire il funzionamento psicologico e lavorativo dei professionisti sanitari impegnati nella gestione della pandemia. Ciò, a sua volta, suggerisce come le aziende sociosanitarie possano beneficiare dall’implementazione di programmi formativi volti a rafforzare tali risorse, quali training di resilienza psicologica
Effetti psicologici dell’esposizione a fattori di stress ambientali nella costruzione di tunnel
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