COMSATS Institute of Information Technology, Islamabad, Pakistan.
McMaster University, Hamilton, Ontario, Canada.
J Interpers Violence. 2021 Mar;36(5-6):NP3222-NP3240. doi: 10.1177/0886260518770650. Epub 2018 Apr 21.
The purpose of this research was to examine the relationships between supervisor- and customer-initiated psychological aggression and vigor across time, and to determine the mediating role of job stress in these relationships. We also investigated the potential for differential impacts of supervisor and customer aggression on our outcome variables. A two-wave longitudinal study was conducted with a time lag of 6 months. The study sample consisted of 215 branch office employees of five large commercial banks situated in Islamabad, Pakistan. Data were collected using a self-administered questionnaire and analyzed using covariance-based structural equation modeling (CB-SEM). It was found that Time 1 supervisor and customer aggression were negatively related to Time 2 vigor, and these relationships were partially mediated by job stress. Contrary to our expectations, however, we found no significant differences between Time 1 supervisor and customer aggression in relation to Time 2 job stress and Time 2 vigor. The theoretical and practical implications of these findings are discussed. We extended research on multifoci approach to workplace aggression and empirically examined the direct and mediated effects of supervisor- and customer-initiated psychological aggression on vigor.
本研究旨在考察主管和客户发起的心理攻击与活力在时间上的关系，并确定工作压力在这些关系中的中介作用。我们还研究了主管和客户攻击对我们的结果变量的潜在不同影响。这项研究采用了两波纵向设计，时间间隔为 6 个月。研究样本由位于巴基斯坦伊斯兰堡的五家大型商业银行的 215 名分支机构员工组成。数据通过自我管理问卷收集，并使用基于协方差的结构方程建模 (CB-SEM) 进行分析。结果发现，第一时间主管和客户的攻击与第二时间的活力呈负相关，而这些关系部分是由工作压力引起的。然而，与我们的预期相反，我们没有发现第一时间主管和客户的攻击与第二时间工作压力和第二时间活力之间有显著差异。讨论了这些发现的理论和实际意义。我们扩展了多焦点方法在工作场所攻击方面的研究，并实证检验了主管和客户发起的心理攻击对活力的直接和间接影响。
