Employees' Reactions to a Citizen Incivility Climate: A Multilevel Multisource Study

Area of Science:

• Public Administration
• Organizational Psychology
• Human Resources Management

Background:

• Public service employees frequently encounter citizen incivility, yet its impact remains understudied.
• Understanding employee reactions to incivility is crucial for public sector effectiveness and well-being.

Purpose of the Study:

• To investigate the effects of citizen incivility climate on public employees' withdrawal and helping behaviors.
• To examine the mediating role of job tension in the incivility-behavior relationship.
• To assess the moderating effect of public service motivation on these dynamics.

Main Methods:

• A multilevel, multisource design was employed.
• Data were collected from 734 employees and 77 supervisors in Canadian public libraries.
• Statistical analyses examined indirect effects via job tension and moderation by public service motivation.

Main Results:

• A climate of citizen incivility significantly increased job tension.
• Increased job tension led to higher employee withdrawal and lower helping behaviors.
• Public service motivation buffered the negative effects on helping behaviors but not on withdrawal.

Conclusions:

• Citizen incivility negatively impacts public employees through increased job tension, leading to detrimental behavioral outcomes.
• Public service motivation offers partial protection, particularly for prosocial behaviors, highlighting its importance in managing workplace stressors.
• Interventions should address both the climate of incivility and bolster employee motivation to mitigate negative consequences.