The Relationship between Coworker Incivility, Emotional Exhaustion, and Organizational Outcomes: The Mediating Role of Emotional Exhaustion

• Published in: Human factors and ergonomics in manufacturing & service industries Vol. 25; no. 6; pp. 701 - 712
• Main Authors: Hur, Won-Moo, Kim, Byung-Soo, Park, Sung-Jae
• Format: Journal Article
• Language: English
• Published: Hoboken Blackwell Publishing Ltd 01.11.2015; Wiley Subscription Services, Inc
• Subjects: Coworker incivility; Emotional exhaustion; Emotions; Employee turnover; Employees; Fatigue; Job performance; Job satisfaction; Turnover intention
• ISSN: 1090-8471; 1520-6564
• DOI: 10.1002/hfm.20587

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.