The Effects Of Incivility From Supervisor,Coworker And Customer On Service Employees’ Burnout

The important predictive role of workplace incivility on employees’ job burnout has been confirmed by a large number of studies.For workers in the service industry,the negative effects of incivility and job burnout are particularly serious.In order to gain a deeper understanding of the specific impact of workplace incivility on service workers’ job burnout,this article explores the differences in the impact of incivility from supervisors,coworkers,and customers on service workers’ job burnout,and further explores the intermediate mechanism from incivility to job burnout,as well as the potential moderation mechanism.Two studies are conducted:In the first study,the questionnaire method is used to study front-line restaurant service staff as the research object,which explores the effects of incivility from leaders,coworkers,and customers on employee burnout and its three dimensions:emotional exhaustion,cynicism,and professional inefficacy.The study finds that supervisor incivility predicts the most professional inefficacy,customer incivility predicts the most emotional exhaustion,and coworker incivility has the strongest predictive effect on job burnout.Study 2 uses questionnaire method to take restaurant service staff as the research object,and further explores the intermediate mechanisms and boundary conditions of supervisor incivility and coworker incivility’s effect on job burnout.The research proves the chain mediation path of "supervisor incivility—>coworker incivility—>work meaningfulness—>job burnout” and the moderating effects of confrontation coping and inter-group comparison of work engagement.This paper explores different effects of three types of incivility on service employees’ burnout through two studies,and proves the important predictive role of coworker incivility and the potential role of work meaningfulness in reducing job burnout.Based on the above,this paper expands the internal effects of the spiral upgrade of incivility,deepens the connotation of selective incivility theory,and provides theoretical guidance for service staff working practices.