关键词: 职场不文明行为, 情绪耗竭, 组织自尊, 组织公民行为, 心理韧性

Abstract: Workplace incivility refers to low-intensity deviant behaviors that violate the social norm of respect. Although workplace incivility is not associated with as much legal attention as other forms of antisocial work behavior, it is more prevalent in the workplace than other mistreatment constructs. Organizations sometimes dismiss these routine slights and indignities—which lack overt malice—as inconsequential. Whereas, research has shown that such behaviors can have serious effects on individuals. Incivility incidents differ with regard to their type (i.e., experienced, witnessed, or instigated). Though researchers realized the negative outcomes which were associated with the workplace experienced incivility, the processes through which workplace incivility affects its outcomes are generally understudied. And most of the present research focused on the theoretical description with few empirical research. In view of this, based on the theory of conservation of resource, we examined the internal mechanism between the workplace experienced incivility and organizational citizenship behavior, expanding the boundary condition as well. In this study, we explored the proposed theoretical framework by analyzing the data of 5 enterprises in Zhejiang province. To avoid the common method bias, we collected data from two sources. 315 employees and 63 leaders were valid finally. To examine the distinctiveness of the study variables, we first conducted a confirmatory factor analysis by using AMOS 21.0, then employed SPSS 24.0 to test our hypotheses. The results supported our hypotheses. It showed that: (1) workplace experienced incivility exerted a negative impact on employee's organizational citizenship behavior; (2) such relationship was mediated by emotional exhaustion and organization-based self-esteem; (3) employee’s psychological resilience moderated the mediation relationship, the indirect effect between workplace incivility and OCB was significant when psychological resilience was high and insignificant when psychological resilience was low. The results of this study provided several theoretical and practical implications. Firstly, our study demonstrated a new mechanism in explaining workplace incivility’s impact on organizational citizenship behavior. Secondly, the research integrated the cognitive and affective framework to explore the mechanism between the workplace incivility and the organizational citizenship behavior. Thirdly, through exploring the moderating role of psychological resilience, our research found when workplace incivility might restrain organizational citizenship behavior through the mediation. In terms of practical implications, first of all, managers should build relevant supervision and intervention mechanisms, creating a civilized and harmonious working atmosphere. In addition, it is necessary to timely detect and evaluate the working environment, especially regulating the emotion of the employees and fulfill their needs and work value. Further, the ability of psychological resilience should be regarded as an important selection criteria and promotion. Finally, the limitations of this study and the direction of future research were discussed.

Key words: workplace incivility, emotional exhaustion, organization-based self-esteem, organizational citizenship behavior, psychological resilience