Abstract
The present study was conducted to analyze the effect of customer incivility on organizational achievement in hospital workers, and the mediated effect of customer incivility on hospital workers’ emotional exhaustion. Hospital workers who worked in departments with direct customer contact were subjected to convenience sampling, and a total of 280 questionnaires were ultimately administered, the results of which were analyzed by structural equation modeling. The results indicated that customer incivility has a significant direct effect on emotional exhaustion, job satisfaction, and turnover intention, and an indirect effect on organizational achievement (job performance, job satisfaction, and turnover intention), and that the indirect effect of customer incivility on organizational achievement is mediated by emotional exhaustion. These results suggest that increased emotional exhaustion in workers due to customer incivility has a negative effect on organizational achievement.
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