Evaluating the role of customer incivility and job strain on psychological health

Abstract

This study aims to analyse the effect of customer incivility on the psychological health of bank employees through the intervening role of job strain. Data was collected from bank employees working in private banks. Confirmatory factor analysis provided a good model fit. The hierarchical regression analysis was used to examine the hypothesised constructs. The results indicated a good fit for the hypothesised model. The result also showed a negative relationship between customer incivility and psychological health through the mediating role of job strain. This study adds value to the ongoing research in the field of psychological health and well-being of service sector employees. The study has major implications for banking authorities and suggests recruiting more employees to complete the task. Adjustment to this issue can make the banks ready for further financial alterations.