SummaryThe link between the interpersonal stressor of workplace mistreatment and objective measures of performance is often overlooked in organizational research. In order to fill this research gap, we examined the unique and combined effects of two sources of incivility (customer and coworker) on objective sales performance and withdrawal behaviors (absenteeism and tardiness). We hypothesized that coworker and customer incivility would interact to predict reduced performance and increased withdrawal, using the conservation of resources model to support our hypotheses. We surveyed 120 bank tellers regarding experienced incivility and obtained performance and withdrawal data spanning a period of several months following the survey. The data indicated that coworker and customer incivility did interact to predict decreased sales performance and increased absenteeism, supporting the majority of our proposed hypotheses. Theoretical and practical implications of the findings and future directions are discussed. Copyright # 2011 John Wiley & Sons, Ltd.Keywords: incivility; performance; withdrawal; absenteeism; tardiness; lateness; workplace mistreatment A customer wants to make a big withdrawal in cash, and gets nasty at me when I don't have the cash in my drawer. I'm not aloud [sic] to have that much cash, but he doesn't care. I try to get [the other teller's] attention to do a cash transfer, and she ignores me. I don't know why I come to work sometimes. (Anonymous bank teller)

Interpersonal conflict (IC) at work is a frequently experienced type of workplace mistreatment that has been linked to a host of negative workplace outcomes. Previous research has shown that IC can have differential effects based on source, but this has not yet been investigated in terms of customer IC versus coworker IC. To remedy this oversight in the literature, we used a multimethod, multitime point design to compare IC from customers and coworkers experienced by 75 call center employees. Primarily, we investigated burnout, physical health symptoms, and task performance. Results indicated that customer IC was more strongly related to both personal and organizational outcomes. Additionally, trait anger was investigated as a moderator of these relationships, and the results indicated that people who are easy to anger may be more likely to experience negative effects as a result of customer IC. Implications of these findings, limitations, and areas for future research are discussed.

This study compared the functioning of positively and negatively worded personality items using item response theory. In Study 1, word pairs from the Goldberg Adjective Checklist were analyzed using the Graded Response Model. Across subscales, negatively worded items produced comparatively higher difficulty and lower discrimination parameters than positively worded items and yielded almost no information. Model fit was examined for two forms of each scale: parameters freely estimated versus parameters estimated with item pairs constrained to be equal. Greater misfit was found in the latter. In Study 2, positively and negatively worded items from a more commonly formatted personality assessment were compared. Parameters again differed, albeit to a lesser extent, and model fit was improved in four out of five scales by the removal of negatively worded items. These results indicated that positively and negatively worded items were not psychometrically interchangeable and that negatively worded items have limited utility. Implications and future directions are discussed.

Implications were discussed in employee selection and employee well-being, particularly in the customer service context. It is recommended that future research investigates how aging is related to emotional labor strategies in other occupations that have different emotional requirements (e.g., negative display rules).