Title: Evaluating the role of customer incivility and job strain on psychological health

Authors: Anugamini Priya Srivastava

Addresses: Symbiosis Institute of Business Management (Pune), Symbiosis International University, Pune, Maharashtra, India

Abstract: This study aims to analyse the effect of customer incivility on the psychological health of bank employees through the intervening role of job strain. Data was collected from bank employees working in private banks. Confirmatory factor analysis provided a good model fit. The hierarchical regression analysis was used to examine the hypothesised constructs. The results indicated a good fit for the hypothesised model. The result also showed a negative relationship between customer incivility and psychological health through the mediating role of job strain. This study adds value to the ongoing research in the field of psychological health and well-being of service sector employees. The study has major implications for banking authorities and suggests recruiting more employees to complete the task. Adjustment to this issue can make the banks ready for further financial alterations.

Keywords: consumer incivility; bank; employee behaviour; stress job strain; psychological health; workplace; depressions; anxiety.

DOI: 10.1504/IJCM.2020.107332

International Journal of Comparative Management, 2020 Vol.3 No.1/2, pp.142 - 156

Received: 28 Jun 2019
Accepted: 12 Jan 2020
Published online: 15 May 2020 *

Full-text access for editors Full-text access for subscribers Purchase this article Comment on this article