Document Type : علمی - پژوهشی


  1. احیاکننده، منیژه؛ شفیع‌آبادی، عبدالله؛ سودانی، منصور (1389). تأثیر مشاوره شغلی دیویس بر کاهش خستگی عاطفی کارکنان زن دانشگاه آزاد اسلامی، فصلنامه مشاوره شغلی و سازمانی، 2؛4: 29-45.
  2. رضایی، فاطمه؛ نوری، ابوالقاسم؛ عریضی، حمیدرضا (1390). بی‌نزاکتی در محیط کار و قصد ترک شغل با توجه به نقش میانجی‌گری عدالت سازمانی، فصلنامه دانش و پژوهش در روان‌شناسی کاربری، 12؛4.
  3. قلی‌پور، آرین؛ پورعزت، علی‌اصغر؛ سعیدی‌نژاد، مجید (1386). عوامل موجد رفتارهای ضد شهروندی، فصلنامه علوم مدیریت ایران، 2؛ 1:29-8.
  4. Andersson, L. M., & Pearson, C. M. (1999). Tit for tat? The spiraling effect of incivility in the workplace. Academy of Management Review, 24: 452-471.
  5. Bakker, A. B., Demerouti, E., de Boer, E., & Schaufeli, W. B. (2003). Job demands and job resources as predictors of absence duration and frequency. Journal of Vocational Behavior, 62: 341-356.
  6. Bakker, A. B., Demerouti, E. (2014). Job demands-resource theory. In C. Cooper & P. Chen (Eds.), Wellbeing: A complete reference guide (pp. 37-64). Chichester, UK: Wiley-Blackwell.
  7. Cortina, L. M. (2008). Unseen injustice: Incivility as modern discrimination in organizations. Academy of Management Review, 33: 55-75.
  8. Cortina, L. M., Lonsway, K. A., & Magley, V. J. (2004). Reconceptualizing workplace incivility through the lenses of gender and race. Paper presented at the annual meeting of the Society for Industrial-Organizational Psychology, Chicago.
  9. Cortina, L. M., & Magley, V. J. (2009). Patterns and profiles of response to incivility in the workplace. Journal of Occupational Health Psychology, 14: 272-288.
  10. Cortina, L. M., Magley, V. J., Williams, J. H., & Langhout, R. D. (2001). Incivility in the workplace: Incidence and impact. Journal of Occupational Health Psychology, 6: 64-80.
  11. Demerouti, E., Bakker, A. B., Nachreiner, F., & Schaufeli, W. B. (2001). The job demands–resources model of burnout. Journal of Applied Psychology, 86: 499-512.
  12. Grandey, A. A., Dickter, D. N., & Sin, H. P. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25: 397-418.
  13. Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology, 12: 63-79.
  14. Halbesleben, J. R. B., & Bowler, W. M. (2005). Organizational citizenship behaviors and burnout. In D. L. Turnipseed (Ed.), Handbook of organizational citizenship behaviors: A review of good soldier activity. Hauppauge, NY: Nova Science.
  15. Halbesleben, J. R. B., & Bowler, W. M. (2007). Emotional exhaustion and job performance: The mediating role of motivation. Journal of Applied Psychology, 92: 93-106.
  16. Harris, L. C., & Ogbonna, E. (2006). Service sabotage: A study of antecedents and consequences. Journal of the Academy of Marketing Science, 34: 543-558.
  17. Hayes, A. F. (2009). Beyond Baron and Kenny: Statistical mediation analysis in the new millennium. Communication Monographs, 76: 408-420.
  18. Henle, C. A. (2005). Predicting workplace deviance from the interaction between organizational justice and personality. Journal of Managerial Issues, 17: 247-263.
  19. Holman, D. (2002). Employee well-being in call centres. Human Resource Management Journal, 12(4): 35-50.
  20. Johnson, P. R., & Indvik, J. (2001). Rudeness at work: Impulse over restraint. Public Personnel Management, 30: 457-466.
  21. Kern, J. H., & Grandey, A. A. (2009). Customer incivility as a social stressor: The role of race and racial identity for service employees. Journal of Occupational Health Psychology, 14: 46-57.
  22. Karasek, R. A. (1979). Job demands, job decision latitude, and mental strain: Implications for job redesign. Administrative Science Quarterly, 24: 285-308.
  23. Lavelle, J. J., Rupp, D. E., & Brockner, J. (2007). Taking a multifoci approach to the study of justice, social exchange, and citizenship behavior: The target similarity model. Journal of Management, 33: 841-866.
  24. Leiter, M. P., (2012). Analyzing and theorizing the dynamics of workplace incivility crisis. Amsterdam: Springer.
  25. Lim, S., Cortina, L. M., & Magley, V. J. (2008). Personal and workgroup incivility: Impact on work and health outcomes. Journal of Applied Psychology, 93: 95-107.
  26. Maslach, C. (1993). Burnout: A multidimensional perspective. In W. B. Schaufeli, C. Maslach, & T. Marek (Eds.), Professional burnout: Recent developments in theory and research. Washington, DC: Taylor & Francis.
  27. Maslach, C., Jackson, S. E., & Leiter, M. P. (1996). MBI: The Maslach Burnout Inventory: Manual. Palo Alto, CA: Consulting Psychologists Press.
  28. Mulki, J. P., Jaramillo, F., & Locander, W. B. (2006). Emotional exhaustion and organizational deviance: Can the right job and a leader’s style make a difference? Journal of Business Research, 59: 1222-1230.
  29. O’Moore, M. (2000). Summary report on the national survey on workplace bullying in Ireland. Dublin, Ireland: Anti-Bullying Research Centre, Trinity College.
  30. Pearson, C. M., & Porath, C. L. (2004). On incivility, its impact and directions for future research. In R. W. Griffin & A. M. O’Leary-Kelly (Eds.), The dark side of organizational behavior. San Francisco: Jossey-Bass.
  31. Penney, L. M., & Spector, P. E. (2005). Job stress, incivility, and counterproductive work behavior (CWB): The moderating role of negative affectivity. Journal of Organizational Behavior, 26: 777-796.
  32. Preacher, K. J., & Hayes, A. F. (2004). SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments and Computers, 36: 717-731.
  33. Rizzo J. R., House R. J., Lirtzman S. I. (1970). Role conflict and ambiguity in complex organizations. Admin. Sci. Quart., 15: 150-163.
  34. Rupp, D. E., & Cropanzano, R. (2002). The mediating effects of social exchange relationships in predicting workplace outcomes from multifoci organizational justice. Organizational Behavior and Human Decision Processes, 89: 925-946.
  35. Rupp, D. E., & Spencer, S. 2006. When customers lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions. Journal of Applied Psychology, 91: 971-978.
  36. Schneider, B., Ehrhart, M. G., Mayer, D. M., Saltz, J. L., & Niles-Jolly, K. (2005). Understanding organization–customer links in service settings. Academy of Management Journal, 48: 1017-1032.
  37. Schaufeli, W.B., Bakker, A.B. (2004). Job demands, job resources, and their relationship with burnout and engagement: A multi-sample study. Journal of Organizational Behavior, 25:1-23.
  38. Semmer, N. (1984). Stressbezogene Tätigkeitsanalyse [Stress-related job analysis]. Weinheim, Germany: Beltz.
  39. Shrout, P. E., & Bolger, N. (2002). Mediation in experimental and nonexperimental studies: New procedures and recommendations. Psychological Methods, 7: 422-445.
  40. Taylor, A. B., MacKinnon, D. P., & Tein, J.-Y. (2008). Tests of the three-path mediated effect. Organizational Research Methods, 11: 241-269.
  41. Van Jaarsveld, D. D., Walker D. D., & Skarliki, D. P. (2010). The role of job demands and emotional exhaustion in the relationship between customer and employee incivility. Journal of Management, 36(6), 1486-1504.
  42. Van Veldhoven, M., De Jong, J., Broersen, S., Kompier, M., & Meijman, Y. (2002). Specific relationships between psycehosocial job conditions and job related stress: a three-level analytic approach. Work and Stress, 16: 207-228.
  43. White, M. (2008). Rants fuel Tim Hortons’ Facebook groups. Vancouver, British Columbia, Canada: Canwest News Service.