Martin West

Bio: Martin West is an academic researcher from College of Business Administration. The author has contributed to research in topics: Incivility & Moderated mediation. The author has an hindex of 1, co-authored 1 publications receiving 2 citations.

Customer incivility and customer problem-solving behaviour in frontline employees: testing a moderated mediation model

Abstract: Due to its prevalence and lasting implications, frontline employees’ (FLEs) experience of customer incivility has long occupied both managers and the human resources field as a whole. The current r...

How and when does job challenge promote the innovative behaviour of public sector employees

Abstract: Previous research is inconclusive about when and how job challenge affects innovative behaviour. To address this inconsistency, we primarily draw on the job characteristics theory (JCT) and job dem...

Trait resilience fosters adaptive coping when control opportunities are high : implications for the motivating potential of active work

Abstract: Purpose: We examine the interaction between trait resilience and control in predicting coping and performance Drawing on a person–environment fit perspective, we hypothesized resilient individuals would cope and perform better in demanding work situations when control was high In contrast, those low in resilience would cope and perform better when control was low Recognizing the relationship between trait resilience and performance also could be indirect, adaptive coping was examined as a mediating mechanism through which high control enables resilient individuals to demonstrate better performance Methodology: In Study 1 (N = 78) and Study 2 (N = 94), participants completed a demanding inbox task in which trait resilience was measured and high and low control was manipulated Study 3 involved surveying 368 employees on their trait resilience, control, and demand at work (at Time 1), and coping and performance 1 month later at Time 2 Findings: For more resilient individuals, high control facilitated problem-focused coping (Study 1, 2, and 3), which was indirectly associated with higher subjective performance (Study 1), mastery (Study 2), adaptive, and proficient performance (Study 3) For more resilient individuals, high control also facilitated positive reappraisal (Study 2 and 3), which was indirectly associated with higher adaptive and proficient performance (Study 3) Implications: Individuals higher in resilience benefit from high control because it enables adaptive coping Originality/value: This research makes two contributions: (1) an experimental investigation into the interaction of trait resilience and control, and (2) investigation of coping as the mechanism explaining better performance

“Ten Days of Paid Incarceration and Mental Torture” Experiences of Quarantined Individuals Arriving in the UK from Red Listed Countries in Southern Africa Amid the COVID-19 Pandemic

Abstract: COVID-19 has affected many communities across the world prompting different strategies of containing it. The strategies to contain COVID-19 included restrictive environments such as self-isolation and quarantine. This research study was set to explore the experiences of quarantined individuals arriving in the United Kingdom (UK) from red listed countries in Southern Africa. This research study utilises an exploratory qualitative approach. Semi-structured interviews were used to collect data from twenty-five research participants. A thematic approach underpinning the four phases of data analysis in The Silence Framework (TSF) was used to analyse the data. The study found that the research participants reported confinement, dehumanisation, feeling swindled, depressed, anxious and stigmatised. Less restrictive and non-oppressive quarantine regimes should be considered to foster positive mental health outcomes on individuals undergoing quarantine during pandemics.

Reactions and Underlying Mechanisms of Customer Mistreatment: An Integrative Review

Abstract: Service sector employees often deal with mistreatment in their interactions with the customers. Mistreatment during the service interaction varies in severity and intensity ranging from incivility to bullying. However, the current reviews in this domain focus only on certain aspects of mistreatment, rather than looking at customer mistreatment as a holistic phenomenon encompassing a wide range of behaviors. This review provides a thematic synthesis of the literature on customer mistreatment outcomes on employees, identifies boundary conditions of these relationships as well as explains the underlying mechanisms. The review advances the customer mistreatment literature by providing a conceptual framework to explain how reactions towards mistreatment lead to various employee outcomes. Further, the review highlights significant methodological issues and gaps in the existing literature by organizing the customer mistreatment literature and providing agendas for future research.