The nexus of workplace incivility and emotional exhaustion in hotel industry

Alola U. V., Avcı T., Öztüren A.

Journal of Public Affairs, vol.21, no.3, 2021 (ESCI) identifier

  • Publication Type: Article / Article
  • Volume: 21 Issue: 3
  • Publication Date: 2021
  • Doi Number: 10.1002/pa.2236
  • Journal Name: Journal of Public Affairs
  • Journal Indexes: Emerging Sources Citation Index (ESCI), Scopus, Academic Search Premier, IBZ Online, International Bibliography of Social Sciences, ABI/INFORM, Business Source Elite, Business Source Premier, Communication & Mass Media Index, PAIS International, Political Science Complete, Public Affairs Index, vLex
  • Istanbul Gelisim University Affiliated: Yes


© 2020 John Wiley & Sons, LtdWorkplace incivility is continuously seen as a stressor for the employee and the organization. No organization prospers in an uncivil environment. The high level of turnover intention that results from an uncivil working environment threatens the organization's reputation and sustainability. Adopting from Bagozzi's Appraisal-Emotional Response, this study tested the relationship between workplace incivility, turnover intention, and job satisfaction via the mediating role of emotional exhaustion, using AMOS version 22. The findings reviews that workplace incivility harms both the employees and the organization. Also, workplace incivility has a positive impact on emotional exhaustion and turnover intentions while a negative influence on job satisfaction. Human resource managers are advised to train both supervisors and customers to curtail uncivil behaviors. Both theoretical and practical implications were given. In conclusion, the study suggests further research presenting the limitations of the study.