Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate.

In response to the unprecedented pandemic in recent history, COVID-19 vaccination mandates in the U.S. caused significant changes and disruption in hospitality operations and customer experiences. The primary goal of this study is to examine whether and how customer incivility induced by the COVID-19 vaccine mandate in the U.S. affects employees' behavioral outcomes (i.e., stress spread between employees and turnover intention) via psychological mechanisms (i.e., stress and negative emotion) and when the relationship is moderated by personal (employee prosocial motivation) and organizational (supervisor support) characteristics. Findings show that customer incivility increases employee turnover intention as well as interpersonal conflicts at work via increased stress and negative emotions. These relationships are weakened when prosocial motivation of employees and the level of supervisor support is high. Findings expand the occupational stress model by specifically incorporating the context of the COVID-19 vaccine mandate and further provide implications for restaurant managers and policy makers.

The Presence of Political Bots on Twitter during the COVID-19 Crisis in Spain

The crisis caused by the COVID-19 pandemic has led to the decree of the State of Alarm in Spain and a severe home confinement that was softened in phases of de-escalation. During this period, social networks were used as a discussion tool. With this research we intend to find out if artificial intelligence tools were used in the political debate on Twitter. To achieve this, algorithms that determine the presence of bots in the conversation, their communicative roles and their relationship with the main political parties, were applied. The results show that disinformation campaigns were created by bots with the aim of manipulating public opinion. © 2023 Centro de Investigaciones Sociologicas. All rights reserved.

Dangerous politeness? Understandings of politeness in the COVID-19 era and beyond

What (im)politeness means changes over time. As these changes are usually gradual, we tend to be relatively unaware of them. However, when changes are abrupt, people not only notice but are also concerned with them. The COVID-19 pandemic entailed such abrupt changes involving new rules most of which are at odds with the rather automatic conventions of politeness that we follow. My aim in this paper is to explore what politeness means to non-academics in the context of the pandemic and how similar or different their understandings are from academic accounts. To this end, I will draw from an online article entitled "Your politeness is a public health hazard", which appeared at the onset of the pandemic, and the user-generated comments it triggered. The discussion is placed within the discursive turn in (im)politeness research, considering its key distinction between first-order and second-order conceptualisations of politeness. The findings suggest that politeness in the pandemic is still mostly understood as consideration for the other, an understanding shared with (im)politeness research. However, posters' views are broader overlapping with understandings of 'civility'. These views manifest their knowledge as observers and participants of social reality but also reveal that they are in dialogue with work in philosophy, sociology and psychology.

Supervisor incivility and frontline employees' performance amid the COVID-19 pandemic: A multilevel moderated mediation analysis

Underpinned by conservation of resources (COR) theory, the study examines how supervisor incivility affects in- and extra-role performance by assessing the intermediary role of self-efficacy of frontline employees (FLEs) and moderating role of person-job fit (P-J Fit) at the store-level in the COVID-19 context. The study samples 366 FLEs from 48 retail stores in India. The findings show that the association between supervisor incivility and FLEs' in- and extra-role performance through self-efficacy is only strong when the P-J Fit remains weak. The theoretical model backed by empirical findings provides potential value to the existing literature. © 2023 Elsevier Ltd

The impact of workplace safety and customer misbehavior on supermarket workers' stress and psychological distress during the COVID-19 pandemic

Purpose: Essential frontline workers in the retail sector face increased exposure risks to coronavirus disease 2019 (COVID-19) due to frequent interactions with the general public. Often these interactions are fraught with controversies over public safety protocols. The purpose of this study is to examine the impacts of frontline workers' perceptions of workplace safety and customer misbehaviors on their stress and psychological distress to inform managing workplace health and safety during public health crises. Design/methodology/approach: The authors conducted an online survey of 3,344 supermarket workers in the state of Arizona (US) during the state's first COVID-19 pandemic wave in July 2020. Measures included mental health distress, and perceptions of workplace safety and customer behaviors. The authors utilized a mixed-methods approach combining multiple regression analyses with qualitative analyses of open-ended comments. Findings: Workers reported high rates of stress and psychological distress. Increases in mental health morbidity were correlated with perceptions of being unsafe in the workplace and concerns about negative customer encounters. Qualitative analyses reveal frustration with management's efforts to reduce risks intertwined with feelings of being unsafe and vulnerable to threatening customer encounters. Practical implications: The findings highlight the need to provide and enforce clear safety guidelines, including how to manage potential hostile customer interactions, to promote positive health workplace management during a pandemic. Originality/value: This study is among the first to assess the COVID-19 pandemic's impact on the mental health of non-health care frontline essential workers and presents novel insights regarding perceived customer misbehavior and need for management support and guidance in a public health crisis. (PsycInfo Database Record (c) 2022 APA, all rights reserved)

The relationship between experienced workplace incivility and pre- quitting behaviors: A model of mediated moderation

Workplace incivility is a non-overt and subtle form of workplace mistreatment. Though these low-intensity behaviors are often ambiguous, they display a lack of regard for people and are intended to harm. Yet the workplace incivility literature lacks in many areas, including its inclusion into more novel models. Therefore, this dissertation addressed several gaps in the workplace incivility literature, including distinguishing and measuring the impact of different sources of incivility, the social power of the instigators, and the distal outcome of pre-quitting behaviors. The researcher tested a unique theoretical model that included supervisor-and customer-instigated incivility, and illegitimate task assignment, as predictors with emotional exhaustion serving as a moderating variable between predictors and pre-quitting behaviors, deviant outcomes, and COVID-19 safety protocol adherence. In addition, both psychological capital and coercive power of the supervisor were tested for moderating effects. CFA was conducted to ensure validity of the ten measurement scales, and SEM verified the goodness-of-fit effects of the hypothesized model, including an analysis of the model's purported paths. Data were collected (n = 302) in a two-wave design. Results indicated support for most hypotheses in the hypothesized model, and the findings carry significant implications for the workplace incivility literature and practitioners alike. (PsycInfo Database Record (c) 2022 APA, all rights reserved)

Online prelicensure nursing students' experiences of academic incivility during COVID-19: A qualitative inquiry.

AIM: The aim of this study was to describe online prelicensure nursing students' experiences of incivility during COVID-19. DESIGN: Qualitative descriptive. Five optional open-ended questions were presented to nursing students to share their experiences with incivility during the pandemic. METHODS: Data were collected from September to October 2020 as a part of a larger multimethod study on stress, resilience and incivility with nursing students and faculty (n = 710) from a large public undergraduate nursing programme in the southwestern United States. Out of the initial 675 students who completed the survey, 260 individuals responded to three or more of the open-ended questions which were reviewed and coded using reflexive thematic analysis. RESULTS: Thirteen themes were organized into four analytical categories: (1) experiencing incivility, (2) causes and consequences of incivility, (3) the pandemic and academic incivility and (4) promoting civility in the academic setting. CONCLUSIONS: Prelicensure nursing students perceived unrealistic expectations, a lack of awareness and miscommunication hindered academic performance, as well as, created feelings of stress, discouragement and inadequacy. IMPLICATIONS FOR THE PROFESSION AND/OR PATIENT CARE: Fostering academic civility during virtual educational experiences may require training in proper coping strategies when challenged with incivility. IMPACT: As the body of research emerges concerning the effects of COVID-19 and undergraduate nursing education, understanding prelicensure students' experiences of academic incivility could prove to be beneficial to designing strategies co-created with students to promote positive educational outcomes. Understanding students' viewpoints of uncivil experiences revealed prioritizing civility awareness is essential in creating healthy academic environments, improving clinical performance and providing safe patient care. REPORTING METHOD: The COREQ (COnsolidated criteria for REporting Qualitative research) checklist was used. PATIENT OR PUBLIC CONTRIBUTION: No patient or public contribution.

Emotions and Incivility in Vaccine Mandate Discourse: Natural Language Processing Insights.

Background: Despite vaccine availability, vaccine hesitancy has inhibited public health officials' efforts to mitigate the COVID-19 pandemic in the United States. Although some US elected officials have responded by issuing vaccine mandates, others have amplified vaccine hesitancy by broadcasting messages that minimize vaccine efficacy. The politically polarized nature of COVID-19 information on social media has given rise to incivility, wherein health attitudes often hinge more on political ideology than science. Objective: To the best of our knowledge, incivility has not been studied in the context of discourse regarding COVID-19 vaccines and mandates. Specifically, there is little focus on the psychological processes that elicit uncivil vaccine discourse and behaviors. Thus, we investigated 3 psychological processes theorized to predict discourse incivility-namely, anxiety, anger, and sadness. Methods: We used 2 different natural language processing approaches: (1) the Linguistic Inquiry and Word Count computational tool and (2) the Google Perspective application programming interface (API) to analyze a data set of 8014 tweets containing terms related to COVID-19 vaccine mandates from September 14, 2021, to October 1, 2021. To collect the tweets, we used the Twitter API Tweet Downloader Tool (version 2). Subsequently, we filtered through a data set of 375,000 vaccine-related tweets using keywords to extract tweets explicitly focused on vaccine mandates. We relied on the Linguistic Inquiry and Word Count computational tool to measure the valence of linguistic anger, sadness, and anxiety in the tweets. To measure dimensions of post incivility, we used the Google Perspective API. Results: This study resolved discrepant operationalizations of incivility by introducing incivility as a multifaceted construct and explored the distinct emotional processes underlying 5 dimensions of discourse incivility. The findings revealed that 3 types of emotions-anxiety, anger, and sadness-were uniquely associated with dimensions of incivility (eg, toxicity, severe toxicity, insult, profanity, threat, and identity attacks). Specifically, the results showed that anger was significantly positively associated with all dimensions of incivility (all P<.001), whereas sadness was significantly positively related to threat (P=.04). Conversely, anxiety was significantly negatively associated with identity attack (P=.03) and profanity (P=.02). Conclusions: The results suggest that our multidimensional approach to incivility is a promising alternative to understanding and intervening in the psychological processes underlying uncivil vaccine discourse. Understanding specific emotions that can increase or decrease incivility such as anxiety, anger, and sadness can enable researchers and public health professionals to develop effective interventions against uncivil vaccine discourse. Given the need for real-time monitoring and automated responses to the spread of health information and misinformation on the web, social media platforms can harness the Google Perspective API to offer users immediate, automated feedback when it detects that a comment is uncivil.

Diversity climate affords unequal protection against incivility among Asian workers: The COVID-19 pandemic as a racial mega-threat

Despite longstanding recognition that organisations are open systems that are affected by the broader environments in which they are situated, scholars have rarely examined how such macrosocietal conditions may influence processes and experiences within the workplace. Integrating research on selective incivility and mega-threats, we conceptualise the COVID-19 pandemic as a racial mega-threat and examine how this context may challenge organisations' efforts to promote diversity and inclusion. Specifically, we predict that the protective benefits of diversity climate against incivility, an insidious form of modern discrimination incited by the COVID-19 pandemic, will be weaker for workers of Chinese descent compared to workers from other Asian subgroups, leading to more downstream negative outcomes for this group of workers (i.e., higher turnover intentions, poorer job performance and greater emotional exhaustion). This reflects the fact that workplaces are not impervious to the rising xenophobia toward China and Chinese people, who were particularly blamed and stigmatised for the emergence of this virus, as evident in North American society in early 2020. We found support for our predictions in a three-wave, time-separated study of Asian workers (N = 248) in the US and Canada during the first wave of the pandemic. © 2023 The Authors. Applied Psychology published by John Wiley & Sons Ltd on behalf of International Association of Applied Psychology.

Co-worker incivility and employee engagement among Ghanaian bank workers: does emotional intelligence matter?

Purpose: The purpose of this study is to ascertain the mechanism through which an employee engages at the workplace when faced with an uncivil act. Design/methodology/approach: The study adopted a cross-sectional survey design to sample 482 participants drawn from commercial banks operating in Ghana. The population of the study (employees working in banks in Ghana) was selected owing to the recent reforms in the sector coupled with the emerging fear of loss of jobs as a result of the corona virus pandemic and the potential impact on employee work attitudes. Participants were however selected conveniently and employees who were available and willing to participate given questionnaires to complete. Findings: Co-worker incivility significantly and negatively predicted employee engagement, while emotional intelligence (EI) predicted employee engagement positively. Furthermore, EI served as a mediator between co-worker incivility and engagement. Research limitations/implications: Despite these encouraging findings, the mechanism underlying these effects could not be identified. Therefore, future studies can establish the underlying mechanisms of these effects by using qualitative studies or the mixed-method. Future studies can also explore other personal resources such as psychological capital or personality traits in mitigating the negative effects of workplace incivility. Practical implications: Given the fact that incivility has a significant negative influence on employees within the organisation, there is the need for government and policy makers to enact an inclusive policy that deals with employee mistreatments and most especially low key mistreatment. This could be done through the promulgation of a national policy on psychosocial risk management (PRIMA) as most of the uncivil acts in organisations present as psychosocial risk factors. Secondly, at the organisational level there is the need to consider EI of employees most especially when recruiting employees so as to avoid squared pegs being placed in round holes. Originality/value: This research found out that for an employee to engage or not when faced with an uncivil act, one's EI has to play a role. The appraisal theory was used to provide a sufficient grounds in exploring the role of EI in the evaluations and determination of occurrences in organisations as intentional or unintentional, positive or negative and hence the resultant work outcomes. © 2022, Emerald Publishing Limited.

The Presence of Political Bots on Twitter during the COVID-19 Crisis in Spain

The crisis caused by the COVID-19 pandemic has led to the decree of the State of Alarm in Spain and a severe home confinement that was softened in phases of de-escalation. During this period, social networks were used as a discussion tool. With this research we intend to find out if artificial intelligence tools were used in the political debate on Twitter. To achieve this, algorithms that determine the presence of bots in the conversation, their communicative roles and their relationship with the main political parties were applied. The results show that disinformation campaigns were created by bots with the aim of manipulating public opinion. (English) [ FROM AUTHOR]

Rules of engagement: The role of mistreatment from patients in the nurse, physician and advanced practice provider experience

The objective of this study is to examine the incidence of reported stress due to mistreatment by patients toward clinicians and the role of mistreatment from patients along with organizational factors in clinician distress. A survey of clinicians was conducted at a large academic medical center, resulting in a final analytic sample of 1,682 physicians, nurses, advanced practice providers and clinical support staff. Nurses reported the greatest incidence of mistreatment by patients as a major stressor (18.69%), followed by Advanced Practice Providers (11.26%), Clinical Support Staff (10.36%), and Physicians (7.69%). Logistic regression analysis was conducted to determine the relationship of individual- and organization-level characteristics with the odds of reporting mistreatment from patients as a major stressor. Overall findings indicate that nurses and those who work in the ER and ambulatory or outpatient clinics were more likely to be stressed from mistreatment by patients than other clinicians. Stress due to mistreatment by patients was also associated with higher Well-Being Index (WBI) distress scores, rapid changes in workflows or policies, ongoing care of COVID-19 patients, under-staffing, and low perceived organizational support. Gender or sexual minorities (not identifying as male or female) and younger (18-34 years of age) healthcare workers were also more likely to experience stress from mistreatment by patients. Individual resilience was not statistically significantly associated with reported stress from mistreatment by patients. Organizations must examine expectations for patient and visitor behavior in tandem with service standards for clinicians toward patients. © The Author(s), 2022.

The relationship between experienced workplace incivility and pre- quitting behaviors: A model of mediated moderation

Workplace incivility is a non-overt and subtle form of workplace mistreatment. Though these low-intensity behaviors are often ambiguous, they display a lack of regard for people and are intended to harm. Yet the workplace incivility literature lacks in many areas, including its inclusion into more novel models. Therefore, this dissertation addressed several gaps in the workplace incivility literature, including distinguishing and measuring the impact of different sources of incivility, the social power of the instigators, and the distal outcome of pre-quitting behaviors. The researcher tested a unique theoretical model that included supervisor-and customer-instigated incivility, and illegitimate task assignment, as predictors with emotional exhaustion serving as a moderating variable between predictors and pre-quitting behaviors, deviant outcomes, and COVID-19 safety protocol adherence. In addition, both psychological capital and coercive power of the supervisor were tested for moderating effects. CFA was conducted to ensure validity of the ten measurement scales, and SEM verified the goodness-of-fit effects of the hypothesized model, including an analysis of the model's purported paths. Data were collected (n = 302) in a two-wave design. Results indicated support for most hypotheses in the hypothesized model, and the findings carry significant implications for the workplace incivility literature and practitioners alike. (PsycInfo Database Record (c) 2022 APA, all rights reserved)

Implementation of Civility Saves Lives in the Neurosurgical Theatre Department

Introduction: Incivility is defined as rude behaviour or rude remarks[1]. It comes from the Latin incivilis meaning 'not of a citizen' and includes belittling, sarcastic comments, ignoring, rebuking and embarrassing colleagues as well as non-verbal behaviours such as eye rolling. External stressors combined with a permissive environment allow this behaviour to occur. Stressors are personal and work-related stress, feeling rushed, over-worked, having low morale or suffering exhaustion[2]. Many of these are commonplace within the healthcare system, particularly during the last two years with the COVID-19 pandemic. Healthcare workplace incivility is common, reported up to 97% in the operating room[2] with a resultant impact on staff and presenting a patient safety risk. Katz et al[3] described significant differences in performance of anaesthetic trainees exposed to a polite or rude surgeon during a simulated intra-operative haemorrhage (91.2% vs. 63.6% (P=0.007) performing at expected level). 25% of staff who experienced incivility take this out on service users. 75% of service users who witness it are less enthusiastic about the organisation [4]. Reducing workplace incivility is part of the NHS Long-term Plan[5] and NHS People Plan[6]. Our primary objective was to determine prevalence of perceived disruptive behaviours within the operating room at a single-specialty neurosciences centre. Secondary objectives were to identify the most frequent types of disruptive behaviours and implement changes to reduce incivility. Methodology: This survey is locally registered (ref: 10-202122-SE). An anonymous, electronic survey, using Google Forms, was disseminated to healthcare staff working in the neurosurgical operating rooms over 1-month (July 2021) using email cascades and established staff WhatsApp groups. Reminders were sent at week 2 and 3. The survey was previously validated [2] and consisted of two sections: exposure (14-items in 4 categories: personal;in-group;out-group;undirected and directed at patients) and responses (14-items) to disruptive behaviours. Data collected included staff demographics. Data was analysed using Microsoft Excel. Result(s): The survey response rate was 49% (n=92;Table 1). 85% of responders perceived experiencing or witnessing disruptive behaviour, most frequently undirected (85%), and mostly a few times a year (personal 70%;patient-directed 67%;in-group 65%;out-group 68%;undirected 56%). A few respondents personally experienced disruptive behaviours on a monthly (4%), weekly (1%) or daily basis (1%). 'Having work obstructed' was the most frequently perceived personal (62%) or out-group (62%) disruptive behaviour, 'sarcasm' most common in-group (63%) and 'speaking ill of others' (85%) most common undirected behaviour. Response to perceived disruptive behaviours was assertive (68%), rarely malicious or manipulative (<1%). 47% accepted the behaviours as a part of normal operating room culture. Further subgroup analysis was not conducted due to small numbers. In response to our survey, we have taken the following actions: (1) Raising awareness: We have presented the results at multidisciplinary staff forums;including Hospital, Neuroanaesthetic and Neurosurgical Department Safety Forums and Operating Department teaching sessions. (2) Further education and awareness: Posters and infographics are displayed from the Civility Saves Lives movement[7], AAGBI #knockitout[8] and of survey results. (3) Staff encouraged to attend further training: Active Bystander, to develop tools to manage disruptive behaviours. Conclusion(s): Perceived disruptive behaviours may be common within the neurosurgical operating room environment. Our results are in keeping with published literature[2] and highlight an important patient safety risk. Encouraging staff to overcome incivility can improve team performance and reduce errors[3], creating a more supportive working environment, safeguarding patients and improving experience. Staff may be empowered to speak up when they see something that potentially jeopardises patient safety. We plan to resurvey once changes have been fully implemented for a period of 6 months to see whether greater awareness and empowerment of staff has made a difference. (Table Presented).

Family incivility and work-engagement: moderated mediation model of personal resources and family-work enrichment.

Research on work incivility has been abundant while that on family incivility is still in infancy stage. The current research attempts to bridge this gap. Using Ten Brummelhuis and Bakker's (2012) Work-Home Resources model (W-HR model), this study tested the role of active coping and self-efficacy in moderating the impact of family incivility on work engagement mediated through family-work enrichment. Data from 478 university faculty in different educational institutions across India tend to suggest that active coping and self-efficacy assist this sample in negating the negative impact of family incivility on work engagement through family-work enrichment. The mediated relationship between family incivility, family-work enrichment and work engagement was found to be stronger for those respondents with the dual resources of active coping and self - efficacy. The study found significant support for core propositions of the W-HR model and puts forward both theoretical and several practical implications. Future directions are also presented. Supplementary Information: The online version contains supplementary material available at 10.1007/s12144-021-01420-4.

Students' Emotional Well-Being, and Perceived Faculty Incivility and Just Behavior Before and During COVID-19.

This research set out to measure the impact of the lockdown condition and social distancing imposed on higher education by the Israeli government during the COVID-19 period and the shift to online learning, on students' emotional well-being, the way they perceived their teachers' just behavior, and faculty incivility, compared to pre-pandemic conditions. An additional aim was to explore the set of connections among these factors. The total sample included 396 undergraduate students from three academic colleges. Data were gathered via three questionnaires: Positive/negative affect, Faculty Incivility, and Teacher Justice. Data were analyzed using Partial Least Squares-Structural Equation Modeling (PLS-SEM). The main finding showed that students' negative emotions were informed by the lockdown condition. This perceived negative affect had an impact on how the participants experienced social interactions with their faculty. Those who exhibited higher levels of negative affect perceived themselves as targets of faculty incivility. The same trajectory was detected with the way students experienced their teachers' just behavior. Students who held negative emotions, partly because of the COVID-19 restrictions, also viewed their teachers' behavior toward them as unjust. This study stresses the role of one's emotional condition in instigating negative interpretations of social interactions. Directions for subsequent research and practical implications for promoting students' well-being and civil and just communications in the learning environment are discussed.

The relationships between team burnout and team psychological safety and civility among hospital nurses during the covid-19 pandemic: The mediating role of team thriving

Based on the conservation of resource (COR) theory, this study examines the effects of team burnout on the positive team and individual outcomes - team psychological safety and individual civility;mediated by workplace thriving among nurses. Data was collected in a multistage sampling from 447 nurses in three government hospitals through a questionnaire-based survey. Data were aggregated and analysed using the multi-level regression model. Resulted highlighted that a negative relationship exists between team burnout and team psychological safety and also between team burnout and individual civility. Team thriving was found to mediate the relationship between team burnout and civility. This study provides one of the initial empirical evidences of team level burnout and contributions to discussions on the measurement of burnout at the team level and its consequences. Furthermore, this study provides a practical understanding of the negative effects of nurses' team burnout at the team and individual levels through the lens of the conservation of resource theory. This study fills a gap by using the COR theory and focusing on nurses in selected government hospitals in Ghana to examine team and individual level outcomes of burnout.

Impacts of customer incivility and abusive supervision on employee performance: a comparative study of the pre- and post-COVID-19 periods

The purpose of our study was to assess the effects of customer incivility and abusive supervision on employee performance during the pre- and post-COVID-19 periods. Our two-wave panel data collected from South Korean frontline service employees revealed that the indirect effect of customer incivility on job performance through emotional exhaustion became more pronounced after the onset of the pandemic. Furthermore, during the pandemic, customer incivility exerted a greater indirect effect on job performance through emotional exhaustion than abusive supervision. These findings offer insights for effectively managing frontline service employees’ stress in times of crisis, including pandemics.