Prosocial Response to Client-Instigated Victimization: The Roles of Forgiveness and Workgroup Conflict

• 成果类型: Article
• 署名作者: Booth, Jonathan E.; Park, Tae-Youn; Zhu, Luke (Lei); Beauregard, T. Alexandra; Gu, Fan; Emery, Cecile
• 署名单位: University of London; London School Economics & Political Science; Vanderbilt University; University of Manitoba; Middlesex University; China University of Political Science & Law; University of Surrey
• 刊物名称: JOURNAL OF APPLIED PSYCHOLOGY
• ISSN/ISSBN: 0021-9010
• DOI: 10.1037/apl0000286
• 发表日期: 2018
• 页码: 513-536
• 关键词: client-instigated victimization; FORGIVENESS; workgroup conflict; human service employees

摘要

We investigate forgiveness as a human service employee coping response to client-instigated victimizations and further explore the role of workgroup conflict in (a) facilitating this response, and (b) 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.