DESIGNING A MODEL OF EMPLOYEE INCIVILITY CUSTOMER IN SOCIAL SECURITY ORGANIZATION

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ABOODI HAMID; ALLAMEH SAYED MOHSEN

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Paper Information

Journal: JOURNAL OF PUBLIC ORGANZATIONS MANAGEMENT Year:2017 | Volume:5 | Issue:4 (20) Page(s): 67-80

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Title

DESIGNING A MODEL OF EMPLOYEE INCIVILITY CUSTOMER IN SOCIAL SECURITY ORGANIZATION

Author(s)

ABOODI HAMID | ALLAMEH SAYED MOHSEN | Issue Writer Certificate

Keywords

ANTECEDENTS OF EMPLOYEE INCIVILITY TOWARD CUSTOMERQ1

DEVIANT BEHAVIORQ1

NEGATIVE BEHAVIORQ1

SOCIAL SECURITY ORGANIZATIONQ1

Abstract

The present study aimed to seek and design a model of employee incivility customers in SOCIAL SECURITY ORGANIZATION (SSO) of Iran. In this study, for collecting data we used a qualitative method of semi-structured interviews with 42 managers and supervisors of SSO in 6 metropolises, and to analyze the collected data, thematic analysis was used. To determine interrelationship between the identified and how they influence employee incivility toward customer, DEMATEL method was used. We gathered 10 academic experts' opinions to perform this procedure and design intended model. This model demonstrates how experienced customer incivility, witnessed customer incivility, job demands, job dissatisfaction, organizational injustice, life-work interference, emotional exhaustion and employee prejudice (ethnic, cultural, religious, etc.) as could directly or indirectly instigate employee incivility toward customer. Personality traits of employees (e.g. emotional stability, agreeableness, and conscientiousness) have moderating role in our arrow-shaped model. Finally, after discussing the results, limitations and practical implications, we recommended Empirical studies for future research.

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APA: Copy

ABOODI, HAMID, & ALLAMEH, SAYED MOHSEN. (2017). DESIGNING A MODEL OF EMPLOYEE INCIVILITY CUSTOMER IN SOCIAL SECURITY ORGANIZATION. JOURNAL OF PUBLIC ORGANZATIONS MANAGEMENT, 5(4 (20) ), 67-80. SID. https://sid.ir/paper/261456/en

Vancouver: Copy

ABOODI HAMID, ALLAMEH SAYED MOHSEN. DESIGNING A MODEL OF EMPLOYEE INCIVILITY CUSTOMER IN SOCIAL SECURITY ORGANIZATION. JOURNAL OF PUBLIC ORGANZATIONS MANAGEMENT[Internet]. 2017;5(4 (20) ):67-80. Available from: https://sid.ir/paper/261456/en

IEEE: Copy

HAMID ABOODI, and SAYED MOHSEN ALLAMEH, “DESIGNING A MODEL OF EMPLOYEE INCIVILITY CUSTOMER IN SOCIAL SECURITY ORGANIZATION,” JOURNAL OF PUBLIC ORGANZATIONS MANAGEMENT, vol. 5, no. 4 (20) , pp. 67–80, 2017, [Online]. Available: https://sid.ir/paper/261456/en

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