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Effects of customer incivility on burnout: A moderated mediation model
Francisca Carvalho (Carvalho, F.); Sílvia Agostinho da Silva (Silva, S.A.); Donatella Di Marco (Di Marco, D.); Helena Carvalho (Carvalho, H.); Wilmar B. Schaufeli (Schaufeli, W. B.);
Event Title
Work, Stress, and Health 2021 Conference
Year (definitive publication)
2021
Language
English
Country
United States of America
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(Last checked: 2023-01-05 10:39)

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Abstract
Using data from a public Institution, we analysed the effect of customer incivility on burnout and how trust and organisational justice mediate and moderate this relationship. At lower levels, justice moderated the association between incivility and trust; and of incivility on burnout (three of four dimensions) via trust. By not being perceived as fair, organisations risk having employees that- exposed to customer incivility- experience greater consequences on their well-being.
Acknowledgements
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Keywords
Fields of Science and Technology Classification
  • Economics and Business - Social Sciences
Funding Records
Funding Reference Funding Entity
2020.06632.BD Fundação para a Ciência e a Tecnologia
Publication Identifiers
ci-pub-85581
Other Publication Details
Yes
Digital
Conference
International
Poster