你會計較嗎?原諒和報復意念在同仁不文明行為的中介角色

職場環環相扣互動頻繁，員工難免遭遇來自同仁不尊重、粗魯等不文明行為(workplace incivility)的對待。雖已有許多研究顯示個人的職場行為表現會因不文明行為的遭遇而出現負向影響，但本研究從進化觀點認為處在職場環境的個人對來自同仁的不文明行為遭遇不見得會立即出現負面反應，有可能會在個人內在的調適策略如原諒(forgivingness)和報復(revenge)的選用和運作後才會引發後續反應，選擇原諒策略的人甚至可能出現正向行為，但此兩種策略的選擇會受到同仁不文明行為的頻率和內外在資源(如主管成員交換關係、組織自尊)所影響。為此，本研究針對1128位護理人員進行三波的問卷調查，有效樣本數共966人，結果顯示原諒意念與助人行為呈顯著正向關係，與工作怠慢和報復性行為呈顯著負向關係，而報復意念則僅與負向行為呈顯著正向關係；不文明行為頻率與原諒意願呈顯著負向關係，與報復意願呈顯著正向關係，並發現原諒意念在不文明行為頻率和助人行為以及負向行為間扮演中介角色，而報復意念僅在不文明行為頻率與負向行為間扮演中介角色。內外在資源部分，僅有主管成員交換關係對不文明行為頻率和原諒意念關係，以及原諒的中介效果有顯著的調節效果，理論與實務意涵與研究限制界定於文內。

關鍵字

原諒；報復；不文明行為；主管-部屬交換關係；組織自尊

並列摘要

As workplace interactions are frequent, employees inevitably experience the treatment of workplace incivility, such as disrespect and rudeness, by their colleagues. Although majority studies have shown that individuals would display negative behaviors due to encountering uncivilized behavior, this research proposed a form of evolutionary perspective that individuals may not necessarily react negatively after encountering uncivilized behaviors from their colleagues, and may even exhibit the opposite (positive) behaviors instead. The difference lies in the coping strategies of forgivingness and revenge used within the individual, and the choice of these two strategies will be impacted by the frequency of uncivilized behaviors and niche factors (such as leader-member exchange or organization-based self-esteem). For the reason, this study conducted a three-wave questionnaire survey on 1128 nursing staff, with a total of 966 valid samples. The results found that the frequency of uncivilized behaviors has significantly negative relationship with the intention to forgive; on the other hand, it has significantly positively relationship with the revenge intention. Furthermore, the intention to forgive plays the mediating role between uncivilized behavior frequency and helping behavior as well as uncivilized behavior frequency and retaliatory behavior, while revenge intention only plays the mediating role between uncivilized behavior frequency and negative behavior. In the part of internal and external resources, only leader-member exchange can significantly moderate the relationship between the frequency of uncivilized behaviors and forgivingness intention. The theoretical and practical implications and limitations of the study are also addressed in this paper.

並列關鍵字

forgivingness ； revenge ； workplace incivility ； leader-member exchange ； organizational-based self-esteem

參考文獻

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Detert, J. R., & Edmondson, A. C. (2011). Implicit voice theories: Taken-for-granted rules of self-censorship at work. Academy of Management Journal, 54(3), 461-488. doi:10.5465/amj.2011.61967925

Hobfoll, S. E., Johnson, R. J., Ennis, N., & Jackson, A. P. (2003). Resource Loss, Resource Gain, and Emotional Outcomes Among Inner City Women. Journal of Personality and Social Psychology, 84(3), 632-643. doi:10.1037/0022-3514.84.3.632

Little, T. D., Cunningham, W. A., Shahar, G., & Widaman, K. F. (2002). To parcel or not to parcel: Exploring the question, weighing the merits. Structural Equation Modeling, 9(2), 151-173. doi:10.1207/S15328007SEM0902_1

Maslow, A. H. (1943). A theory of human motivation. Psychological Review, 50(4), 370-396. doi:10.1037/h0054346

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你會計較嗎?原諒和報復意念在同仁不文明行為的中介角色

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