Guerrero Sylvie, Lapalme Marie-Ève, Bentein Kathleen
Université du Québec à Montréal, QC, Canada.
Rev Public Pers Adm. 2024 Dec;44(4):821-841. doi: 10.1177/0734371X231175336. Epub 2023 May 24.
Although public service employees are regularly exposed to uncivil behavior by citizens, we still know little about the effects of these incivilities. This study aims to examine the reactions of public employees who work in a climate of citizen incivility. Using a multilevel multisource design, we examine the indirect effects of citizen incivility climate on employee withdrawal and helping behaviors via job tension, and test the moderating influence of employees' public service motivation on these relationships. Our analyses were performed using data collected from a sample of 734 employees and 77 supervisors working in Canadian public libraries. Results show that public servants who work in a climate of citizen incivility experience greater job tension and consequently show more withdrawal and less helping behaviors. Our results also show that public service motivation acts as a buffer against the detrimental effects of incivility climate on helping behaviors, but not against withdrawal.
尽管公共服务部门的员工经常会遭遇市民的无礼行为，但我们对这些无礼行为的影响仍然知之甚少。本研究旨在考察在市民无礼氛围中工作的公共部门员工的反应。我们采用多层次多源设计，通过工作压力来考察市民无礼氛围对员工退缩行为和助人行为的间接影响，并检验员工的公共服务动机对这些关系的调节作用。我们使用从734名员工和77名主管那里收集的数据进行分析，这些员工和主管就职于加拿大公共图书馆。结果表明，在市民无礼氛围中工作的公务员会经历更大的工作压力，因此表现出更多的退缩行为和更少的助人行为。我们的结果还表明，公共服务动机可以缓冲无礼氛围对助人行为的不利影响，但对退缩行为没有作用。
