The slippery slope effect of patient incivility: unleashing the roles of surface acting and receiving help in employees’ unethical behavior and organizational citizenship behavior
基于工作要求-资源模型，研究患者不文明行为如何通过表面扮演影响护士的不道德行为和对患者的组织公民行为，并发现同事帮助能缓解表面扮演对不道德行为的负面作用。
Drawing from job demands- resources model (JD-R), we examine how patient incivility (PI) is linked with nurses’ unethical behavior (UB) and patient-oriented organizational citizenship behavior (POCB) through surface acting. Further, we introduced receiving help from colleagues as a boundary condition in the surface acting–unethical behavior and surface acting–POCB relationships. Two- wave multi source data gathered from 339 nurses and their colleagues working in various private hospitals of Lahore, Pakistan. We found support for the two contrasting hypotheses that patient incivility (PI) is positively associated with nurses’ unethical behavior (UB) and negatively associated with patient-oriented organizational citizenship behavior (POCB) with the mediating role of surface acting. Receiving help from colleagues moderates surface acting–unethical behavior relationship such that it mitigates the negative effects of surface acting on unethical behavior whereas no moderation was found for surface acting–POCB relationship.