Prosocial response to client-instigated victimisation: the roles of forgiveness and workgroup conflict

Booth, Jonathan E., Park, Tae-Youn, Zhu, Luke, Beauregard, T. Alexandra, Gu, Fan and Emery, Cecile (2018) Prosocial response to client-instigated victimisation: the roles of forgiveness and workgroup conflict. Journal of Applied Psychology, 103 (5). pp. 513-536. ISSN 0021-9010 (Published online first)

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Abstract

We investigate forgiveness as a human service employee coping response to client-instigated victimizations and further explore the role of workgroup conflict in 1) facilitating this response, and 2) influencing the relationship between victimization and workplace outcomes. Using the theoretical lens of Conservation of Resources (Hobfoll, 1989), we propose that employees forgive clients – especially in the context of low workgroup conflict. From low to moderate levels of client-instigated victimization, we suggest that victimization and forgiveness are positively related; however, this positive relationship does not prevail when individuals confront egregious levels of victimization (i.e., an inverted-U shape). This curvilinear relationship holds under low but not under high workgroup conflict. Extending this model to workplace outcomes, findings also demonstrate that the indirect effects of victimization on job satisfaction, burnout, and turnover intentions are mediated by forgiveness when workgroup conflict is low. Experiment- and field-based studies provide evidence for the theoretical model.

Item Type: Article
Research Areas: A. > Business School > Leadership, Work and Organisations
Item ID: 22817
Notes on copyright: © American Psychological Association, 2018. This paper is not the copy of record and may not exactly replicate the authoritative document published in the APA journal. Please do not copy or cite without author's permission. The final article is available, upon publication, at: http://dx.doi.org/10.1037/apl0000286
Depositing User: Alexandra Beauregard
Date Deposited: 02 Nov 2017 16:38
Last Modified: 04 Apr 2019 04:11
URI: https://eprints.mdx.ac.uk/id/eprint/22817

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