{"id":"https://openalex.org/W3207710385","doi":"https://doi.org/10.3389/fpsyg.2021.713953","title":"Perceptions of Customer Incivility, Job Satisfaction, Supervisor Support, and Participative Climate: A Multi-Level Approach","display_name":"Perceptions of Customer Incivility, Job Satisfaction, Supervisor Support, and Participative Climate: A Multi-Level Approach","publication_year":2021,"publication_date":"2021-10-13","ids":{"openalex":"https://openalex.org/W3207710385","doi":"https://doi.org/10.3389/fpsyg.2021.713953","mag":"3207710385","pmid":"https://pubmed.ncbi.nlm.nih.gov/34721161","pmcid":"https://www.ncbi.nlm.nih.gov/pmc/articles/8548823"},"language":"en","primary_location":{"id":"doi:10.3389/fpsyg.2021.713953","doi":"https://doi.org/10.3389/fpsyg.2021.713953","is_oa":true,"landing_page_url":"https://doi.org/10.3389/fpsyg.2021.713953","pdf_url":"https://www.frontiersin.org/articles/10.3389/fpsyg.2021.713953/pdf","source":{"id":"https://openalex.org/S9692511","display_name":"Frontiers in Psychology","issn_l":"1664-1078","issn":["1664-1078"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","doaj","erih-plus","jufo-1","ki-jl-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320527","host_organization_name":"Frontiers Media","host_organization_lineage":["https://openalex.org/P4310320527"],"host_organization_lineage_names":["Frontiers Media"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Frontiers in Psychology","raw_type":"journal-article"},"volume":null,"type":"article","indexed_in":["crossref","doaj","pubmed"],"open_access":{"is_oa":true,"oa_status":"gold","oa_url":"https://www.frontiersin.org/articles/10.3389/fpsyg.2021.713953/pdf","any_repository_has_fulltext":true},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5053941482","display_name":"Zselyke Pap","orcid":"https://orcid.org/0000-0002-4779-478X","observed_orcids":["https://orcid.org/0000-0002-4779-478X"]},"institutions":[{"id":"https://openalex.org/I3121153395","display_name":"West University of Timi\u015foara","ror":"https://ror.org/0583a0t97","country_code":"RO","type":"education","lineage":["https://openalex.org/I3121153395"]}],"countries":["RO"],"is_corresponding":true,"raw_author_name":"Zselyke Pap","raw_affiliation_strings":["Department of Psychology, West University of Timi\u015foara, Timi\u015foara, Romania"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Psychology, West University of Timi\u015foara, Timi\u015foara, Romania","institution_ids":["https://openalex.org/I3121153395"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5063825143","display_name":"Delia V\u00eerg\u0103","orcid":"https://orcid.org/0000-0002-9321-4520","observed_orcids":["https://orcid.org/0000-0002-9321-4520"]},"institutions":[{"id":"https://openalex.org/I3121153395","display_name":"West University of Timi\u015foara","ror":"https://ror.org/0583a0t97","country_code":"RO","type":"education","lineage":["https://openalex.org/I3121153395"]}],"countries":["RO"],"is_corresponding":false,"raw_author_name":"Delia V\u00eerg\u0103","raw_affiliation_strings":["Department of Psychology, West University of Timi\u015foara, Timi\u015foara, Romania"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Psychology, West University of Timi\u015foara, Timi\u015foara, Romania","institution_ids":["https://openalex.org/I3121153395"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5032850929","display_name":"Guy Notelaers","orcid":"https://orcid.org/0000-0002-4482-0014","observed_orcids":["https://orcid.org/0000-0002-4482-0014"]},"institutions":[{"id":"https://openalex.org/I4432739","display_name":"University of Bergen","ror":"https://ror.org/03zga2b32","country_code":"NO","type":"education","lineage":["https://openalex.org/I4432739"]}],"countries":["NO"],"is_corresponding":false,"raw_author_name":"Guy Notelaers","raw_affiliation_strings":["Department of Psychosocial Science, University of Bergen, Bergen, Norway"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Psychosocial Science, University of Bergen, Bergen, Norway","institution_ids":["https://openalex.org/I4432739"]}]}],"institutions":[],"countries_distinct_count":2,"institutions_distinct_count":2,"corresponding_author_ids":["https://openalex.org/A5053941482"],"corresponding_institution_ids":["https://openalex.org/I3121153395"],"apc_list":{"value":2950,"currency":"USD","value_usd":2950},"apc_paid":{"value":2950,"currency":"USD","value_usd":2950},"fwci":2.9099,"has_fulltext":true,"cited_by_count":21,"citation_normalized_percentile":{"value":0.90866162,"is_in_top_1_percent":false,"is_in_top_10_percent":true},"cited_by_percentile_year":{"min":89,"max":99},"biblio":{"volume":"12","issue":null,"first_page":"713953","last_page":"713953"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.8705999851226807,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.8705999851226807,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11647","display_name":"Workplace Violence and Bullying","score":0.0794999971985817,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.04670000076293945,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/job-satisfaction","display_name":"job satisfaction","score":0.9890000224113464},{"id":"https://openalex.org/keywords/supervisory-support","display_name":"supervisor support","score":0.996999979019165},{"id":"https://openalex.org/keywords/job-demands-resources-model","display_name":"job demands-resources model","score":0.8059999942779541},{"id":"https://openalex.org/keywords/frontline-service-employees","display_name":"frontline service employees","score":0.7710000276565552},{"id":"https://openalex.org/keywords/moderating-effect","display_name":"moderating effect","score":0.7919999957084656}],"concepts":[{"id":"https://openalex.org/C133987381","wikidata":"https://www.wikidata.org/wiki/Q3149921","display_name":"Incivility","level":2,"score":0.8621790409088135},{"id":"https://openalex.org/C2718322","wikidata":"https://www.wikidata.org/wiki/Q629463","display_name":"Job satisfaction","level":2,"score":0.6593471169471741},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.6230953931808472},{"id":"https://openalex.org/C2779110517","wikidata":"https://www.wikidata.org/wiki/Q1240788","display_name":"Supervisor","level":2,"score":0.575416088104248},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.4365336000919342},{"id":"https://openalex.org/C174954385","wikidata":"https://www.wikidata.org/wiki/Q6206740","display_name":"Job performance","level":3,"score":0.43560469150543213},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.4227587580680847},{"id":"https://openalex.org/C2778915428","wikidata":"https://www.wikidata.org/wiki/Q7166983","display_name":"Perceived organizational support","level":3,"score":0.4168972671031952},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.41099220514297485},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.2547120749950409},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.2530527710914612},{"id":"https://openalex.org/C83030740","wikidata":"https://www.wikidata.org/wiki/Q267236","display_name":"Organizational commitment","level":2,"score":0.23843935132026672},{"id":"https://openalex.org/C187736073","wikidata":"https://www.wikidata.org/wiki/Q2920921","display_name":"Management","level":1,"score":0.13293617963790894},{"id":"https://openalex.org/C162324750","wikidata":"https://www.wikidata.org/wiki/Q8134","display_name":"Economics","level":0,"score":0.0}],"mesh":[],"locations_count":6,"locations":[{"id":"doi:10.3389/fpsyg.2021.713953","doi":"https://doi.org/10.3389/fpsyg.2021.713953","is_oa":true,"landing_page_url":"https://doi.org/10.3389/fpsyg.2021.713953","pdf_url":"https://www.frontiersin.org/articles/10.3389/fpsyg.2021.713953/pdf","source":{"id":"https://openalex.org/S9692511","display_name":"Frontiers in Psychology","issn_l":"1664-1078","issn":["1664-1078"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","doaj","erih-plus","jufo-1","ki-jl-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320527","host_organization_name":"Frontiers Media","host_organization_lineage":["https://openalex.org/P4310320527"],"host_organization_lineage_names":["Frontiers Media"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Frontiers in Psychology","raw_type":"journal-article"},{"id":"pmh:oai:europepmc.org:7438202","doi":null,"is_oa":true,"landing_page_url":"http://europepmc.org/pmc/articles/PMC8548823","pdf_url":null,"source":{"id":"https://openalex.org/S4306400806","display_name":"Europe PMC (PubMed Central)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1303153112","host_organization_name":"European Bioinformatics Institute","host_organization_lineage":["https://openalex.org/I1303153112"],"host_organization_lineage_names":[],"type":"repository"},"license":"other-oa","license_id":"https://openalex.org/licenses/other-oa","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"","raw_type":"Text"},{"id":"pmh:oai:pubmedcentral.nih.gov:8548823","doi":null,"is_oa":true,"landing_page_url":"https://www.ncbi.nlm.nih.gov/pmc/articles/8548823","pdf_url":null,"source":{"id":"https://openalex.org/S2764455111","display_name":"PubMed Central","issn_l":null,"issn":null,"is_oa":true,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Front Psychol","raw_type":"Text"},{"id":"pmid:34721161","doi":null,"is_oa":false,"landing_page_url":"https://pubmed.ncbi.nlm.nih.gov/34721161","pdf_url":null,"source":{"id":"https://openalex.org/S4306525036","display_name":"PubMed","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I1299303238","host_organization_name":"National Institutes of Health","host_organization_lineage":["https://openalex.org/I1299303238"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Frontiers in psychology","raw_type":"Journal Article"},{"id":"pmh:oai:bora.uib.no:11250/2976090","doi":null,"is_oa":true,"landing_page_url":"https://hdl.handle.net/11250/2976090","pdf_url":null,"source":{"id":"https://openalex.org/S7407064446","display_name":"NORA - Norwegian Open Research Archives","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"713953","raw_type":"info:eu-repo/semantics/article"},{"id":"pmh:oai:doaj.org/article:a9478ca34dc7474480ed9baf4b946f01","doi":null,"is_oa":true,"landing_page_url":"https://doaj.org/article/a9478ca34dc7474480ed9baf4b946f01","pdf_url":null,"source":{"id":"https://openalex.org/S4306401280","display_name":"DOAJ (DOAJ: Directory of Open Access Journals)","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":null,"host_organization_name":null,"host_organization_lineage":[],"host_organization_lineage_names":[],"type":"repository"},"license":"cc-by-sa","license_id":"https://openalex.org/licenses/cc-by-sa","version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"Frontiers in Psychology, Vol 12 (2021)","raw_type":"article"}],"best_oa_location":{"id":"doi:10.3389/fpsyg.2021.713953","doi":"https://doi.org/10.3389/fpsyg.2021.713953","is_oa":true,"landing_page_url":"https://doi.org/10.3389/fpsyg.2021.713953","pdf_url":"https://www.frontiersin.org/articles/10.3389/fpsyg.2021.713953/pdf","source":{"id":"https://openalex.org/S9692511","display_name":"Frontiers in Psychology","issn_l":"1664-1078","issn":["1664-1078"],"is_oa":true,"is_in_doaj":true,"is_core":true,"listed_in":["anvur-class-a","anvur-scientific","cwts-core","doaj","erih-plus","jufo-1","ki-jl-1","norway-1","poland-70","russia-white-list-1","vabb-shw"],"host_organization":"https://openalex.org/P4310320527","host_organization_name":"Frontiers Media","host_organization_lineage":["https://openalex.org/P4310320527"],"host_organization_lineage_names":["Frontiers Media"],"type":"journal"},"license":"cc-by","license_id":"https://openalex.org/licenses/cc-by","version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Frontiers in Psychology","raw_type":"journal-article"},"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/8","score":0.833299994468689,"display_name":"Decent work and economic growth"},{"id":"https://metadata.un.org/sdg/16","score":0.47620001435279846,"display_name":"Peace, justice, and strong institutions"}],"sustainable_development_goals_aurora":[{"id":"https://metadata.un.org/sdg/13","score":0.6800000071525574,"display_name":"Climate action"}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"grobid_xml":true,"pdf":true},"content_urls":{"pdf":"https://content.openalex.org/works/W3207710385.pdf","grobid_xml":"https://content.openalex.org/works/W3207710385.grobid-xml"},"referenced_works_count":50,"referenced_works":["https://openalex.org/W1643096329","https://openalex.org/W1964857930","https://openalex.org/W1972130014","https://openalex.org/W1989275687","https://openalex.org/W1992059215","https://openalex.org/W2000902820","https://openalex.org/W2002234192","https://openalex.org/W2017855460","https://openalex.org/W2047317044","https://openalex.org/W2068696202","https://openalex.org/W2068768032","https://openalex.org/W2072147111","https://openalex.org/W2072911335","https://openalex.org/W2084389751","https://openalex.org/W2086828397","https://openalex.org/W2092504540","https://openalex.org/W2099958353","https://openalex.org/W2100511452","https://openalex.org/W2106096361","https://openalex.org/W2108528746","https://openalex.org/W2133371836","https://openalex.org/W2141125801","https://openalex.org/W2143760708","https://openalex.org/W2144897597","https://openalex.org/W2149964772","https://openalex.org/W2158672897","https://openalex.org/W2172175374","https://openalex.org/W2175611694","https://openalex.org/W2328977975","https://openalex.org/W2341200056","https://openalex.org/W2342137125","https://openalex.org/W2477987286","https://openalex.org/W2480417124","https://openalex.org/W2530409471","https://openalex.org/W2584932252","https://openalex.org/W2597901723","https://openalex.org/W2604441295","https://openalex.org/W2625774310","https://openalex.org/W2736232792","https://openalex.org/W2738961629","https://openalex.org/W2897995134","https://openalex.org/W2900595267","https://openalex.org/W2914515561","https://openalex.org/W2922121837","https://openalex.org/W2940075442","https://openalex.org/W2944942267","https://openalex.org/W2976446680","https://openalex.org/W3093461154","https://openalex.org/W3126709392","https://openalex.org/W3183553072"],"related_works":["https://openalex.org/W3096909137","https://openalex.org/W4385672149","https://openalex.org/W4392524087","https://openalex.org/W4417525163","https://openalex.org/W4416007240","https://openalex.org/W4367603285","https://openalex.org/W4316590574","https://openalex.org/W2964398198","https://openalex.org/W2901389885","https://openalex.org/W4315853083"],"abstract_inverted_index":{"Perceived":[0],"customer":[1,62,108,157],"incivility":[2,63,109],"can":[3,145],"be":[4],"a":[5,38,85],"significant":[6],"day-to-day":[7],"demand":[8],"that":[9,26,95,143],"affects":[10],"frontline":[11],"service":[12,149],"employees'":[13],"job":[14,21,65,111],"satisfaction.":[15,66,112],"The":[16,92,113],"current":[17],"research":[18],"focuses":[19],"on":[20,23,131,139],"resources":[22,130,142],"multiple":[24,132],"levels":[25],"serve":[27],"as":[28],"buffers":[29],"in":[30,41,80,90,120],"the":[31,46,53,57,103,124,135,152],"face":[32],"of":[33,84,116,123,155],"this":[34,117],"demand.":[35],"We":[36,67],"tested":[37],"multi-level":[39,69],"model":[40],"which":[42],"supervisor":[43,97],"support":[44,98],"(at":[45,52],"employee":[47],"level)":[48,55],"and":[49,64,99,110],"participative":[50,100],"climate":[51,101],"work-unit":[54],"moderate":[56,102],"negative":[58,104],"relationship":[59,105],"between":[60,106],"perceived":[61,107,156],"used":[68],"analysis":[70],"with":[71],"self-reported":[72],"cross-sectional":[73],"data":[74],"collected":[75],"from":[76,151],"934":[77],"employees":[78,150],"nested":[79],"107":[81],"work":[82],"units":[83],"large":[86],"clothing":[87],"shop":[88],"chain":[89],"Belgium.":[91],"results":[93],"showed":[94],"both":[96],"theoretical":[114],"contribution":[115],"study":[118],"resides":[119],"an":[121],"extension":[122],"JD-R":[125],"theory":[126],"to":[127,147],"simultaneously":[128],"conceptualize":[129],"levels.":[133],"In":[134],"meantime,":[136],"we":[137],"focus":[138],"practical,":[140],"hands-on":[141],"organizations":[144],"implement":[146],"protect":[148],"adverse":[153],"effects":[154],"incivility.":[158]},"counts_by_year":[{"year":2026,"cited_by_count":2},{"year":2025,"cited_by_count":7},{"year":2024,"cited_by_count":7},{"year":2023,"cited_by_count":4},{"year":2022,"cited_by_count":1}],"updated_date":"2026-10-28T10:33:24.094632","created_date":"2021-10-25T00:00:00"}