Supervisor Incivility and Employees’ Customer-Directed Extra-Role Performance Among Airport Check-In Staff: The Mediating Role of Job Insecurity

Abstract

Despite the growing body of research on workplace incivility, the specific relationship between supervisor incivility (SI) and employees’ customer-directed extra-role performance—as well as the underlying mechanisms—remains relatively underexplored. Drawing on the Transactional Model of Stress and Conservation of Resources (COR) theory, this study posits that job insecurity serves as a key cognitive mediator linking supervisor incivility to employees’ customer-directed extra-role performance. Empirical data were collected from airport check-in staff to test the proposed model. The findings reveal that SI has a significant negative impact on employees’ customer-directed extra-role performance. These results advance the workplace incivility literature by identifying a cognitive mechanism through which incivility undermines service behavior, and they offer practical implications for organizations aiming to enhance employee well-being and service quality