Although public service employees are regularly exposed to uncivil behavior by citizens, we still know little about the effects of these incivilities. This study aims to examine the reactions of public employees who work in a climate of citizen incivility. Using a multilevel multisource design, we examine the indirect effects of citizen incivility climate on employee withdrawal and helping behaviors via job tension, and test the moderating influence of employees' public service motivation on these relationships. Our analyses were performed using data collected from a sample of 734 employees and 77 supervisors working in Canadian public libraries. Results show that public servants who work in a climate of citizen incivility experience greater job tension and consequently show more withdrawal and less helping behaviors. Our results also show that public service motivation acts as a buffer against the detrimental effects of incivility climate on helping behaviors, but not against withdrawal.

中文翻译：

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员工对公民不文明氛围的反应：一项多层次多源研究。


尽管公共服务人员经常受到公民的不文明行为的影响，但我们仍然对这些不文明行为的影响知之甚少。本研究旨在检查在公民不文明氛围中工作的公职人员的反应。使用多级多源设计，我们研究了公民不文明氛围通过工作紧张对员工退缩和帮助行为的间接影响，并测试了员工公共服务动机对这些关系的调节影响。我们的分析是使用从加拿大公共图书馆工作的 734 名员工和 77 名主管的样本中收集的数据进行的。结果表明，在公民不文明氛围中工作的公务员会经历更大的工作压力，因此表现出更多的退缩和更少的帮助行为。我们的结果还表明，公共服务动机可以缓冲不文明氛围对帮助行为的不利影响，但不能防止退缩。