Abstract
Mistreatment of frontline staff is a widespread issue across all industries, but is particularly prevalent in Emergency Departments (EDs). This paper examines how the orientation toward individualism vs. collectivism of outsiders—namely, patients and their escorts—affects their perceptions of justice within EDs and subsequent mistreatment of frontline staff. We conducted two field studies in major hospitals to test our hypotheses. The first study validated our model, and revealed that mistreatment was particularly likely by outsiders oriented toward individualism. The second study replicated our findings and implemented an intervention that significantly enhanced justice perceptions among these outsiders, subsequently reducing their propensity to mistreat ED staff. Our results offer new insights into the dynamics of mistreatment within EDs, emphasizing the impact of outsider expectations on their perceptions of justice and subsequent behavior.
Original language | English |
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Pages (from-to) | 318-348 |
Number of pages | 31 |
Journal | Negotiation and Conflict Management Research |
Volume | 17 |
Issue number | 4 |
DOIs | |
State | Published - 1 Jan 2024 |
Keywords
- Collectivism
- Conflict Management
- Cultural Values
- Health Care Management
- Individualism
- Justice
- Workplace Mistreatment
ASJC Scopus subject areas
- Communication
- Strategy and Management