Self-efficacy and workplace incivility- a contribute to understand burnout
IWP 2020 International Conference
This study analysed the relation between colleagues and customers ́ incivility and burnout. Considering the JDR model, the moderating effect of self-efficacy was also hypothesised. Data was collected on one Portuguese public organisation (N = 562), through a questionnaire. Burnout was assessed with a new four dimensions ́ scale. Results confirmed that both types of incivility were significantly related to all burnout facets. Self- efficacy showed to not moderate the relationship between the two workplace incivility types and emotional exhaustion. However, the negative impacts of customers ́ incivility on cognitive impairment, emotional impairment and mental distance were found to be buffered by self-efficacy.