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Prosocial Response to Client-Instigated Victimization: The Roles of Forgiveness and Workgroup Conflict

Booth, Jonathan E., Park, Tae Youn, Zhu, Lei, Beauregard, T. Alexandra, Gu, F and Emery, Cecile (2017) Prosocial Response to Client-Instigated Victimization: The Roles of Forgiveness and Workgroup Conflict Journal of Applied Psychology, 103 (5). pp. 513-536.

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Abstract

We investigate forgiveness as a human service employee coping response to client-instigated victimizations and further explore the role of workgroup conflict in 1) facilitating this response, and 2) influencing the relationship between victimization and workplace outcomes. Using the theoretical lens of Conservation of Resources (Hobfoll, 1989), we propose that employees forgive clients – especially in the context of low workgroup conflict. From low to moderate levels of client-instigated victimization, we suggest that victimization and forgiveness are positively related; however, this positive relationship does not prevail when individuals confront egregious levels of victimization (i.e., an inverted-U shape). This curvilinear relationship holds under low but not under high workgroup conflict. Extending this model to workplace outcomes, findings also demonstrate that the indirect effects of victimization on job satisfaction, burnout, and turnover intentions are mediated by forgiveness when workgroup conflict is low. Experiment- and field-based studies provide evidence for the theoretical model.

Item Type: Article
Divisions : Faculty of Arts and Social Sciences > Surrey Business School
Authors :
NameEmailORCID
Booth, Jonathan E.
Park, Tae Youn
Zhu, Lei
Beauregard, T. Alexandra
Gu, F
Emery, Cecilececile.emery@surrey.ac.uk
Date : 2017
Identification Number : 10.1037/apl0000286
Copyright Disclaimer : © 2017, American Psychological Association. This paper is not the copy of record and may not exactly replicate the final, authoritative version of the article. Please do not copy or cite without authors’ permission. The final article will be available, upon publication, via its DOI: 10.1037/apl0000286
Uncontrolled Keywords : Client-instigated victimization; Forgiveness; Workgroup conflict; Human service employees
Depositing User : Clive Harris
Date Deposited : 08 Nov 2017 14:18
Last Modified : 09 Jul 2018 15:21
URI: http://epubs.surrey.ac.uk/id/eprint/844864

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