The Impact of (In)Civility on Selected Individual and Organisational Outcomes in Financial Services

Abstract

Orientation: Despite its ubiquitous impact, the South African financial services sector lacks understanding of the constructs of civility and incivility.

Research purpose: The study investigated the impact of (in)civility on work engagement, organisational citizenship behaviour (OCB), and turnover intention in a South African financial services organisation using adapted (in)civility scales.

Motivation for the study: The dearth of research within the South African financial services organisation on the constructs of (in)civility and its impact as well as the testing of an adapted tool, necessitated this research.

Research approach/design and method: A non-experimental research design, with purposive sampling (N = 305) was used in this study. Specifically, we used latent variable modelling methods in a confirmatory manner to establish a measurement and structural model from which to make inferences.

Main findings: The study found that (in)civility is related, can co-exist and is independent. The findings accentuated the need to further explore how (in)civility is conceptualised, experienced and measured. Results showed that civility specifically, yielded positive outcomes, while incivility had a negative effect. Work engagement serves as a mediator in the relationships between civility, OCB and turnover intention only.

Practical/managerial implications: The study suggests that organisations deepen their understanding of civility and incivility, and focus on promoting positive behaviours. Cultivating a civil organisational climate leads to beneficial outcomes.

Contribution/value-add: The study enhances South Africa’s understanding of workplace (in)civility by testing adapted scales and promoting construct alignment between definition and measurement.