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In this paper, the authors explore the reasons for reluctance to use mobile banking with the help of the technology acceptance model (TAM) and modifications proposed by the literature that is particularly adequate for developing countries and mobile banking: the theory of trying (TT) and the concept of attitude strengths.

This study intends to shed more light on the acceptance of mobile banking in Ethiopia from the banking industry's perspective. To this end, the authors identify models used in the literature for explaining acceptance and fit them to a sample of Ethiopian bank customers. The authors' sample of 394 mobile banking subscribers does not include non-banked individuals, because the authors' main intention is to help banks understanding why banks' platforms are not used as desired.

The authors' findings suggest that attitude is the most significant factor determining acceptance, a multi-dimensional approach to attitude is more recommendable to understanding how mobile banking users shape users' attitude and combining TAM and TT is impactful and better explains the factors influencing attitude.

The authors' analysis suggests focusing on improving the attitude of users toward mobile banking since users' attitude is the integral component for acceptance decisions. In doing so, banks shall concentrate on making mobile banking services/platforms easy to use than promoting the usefulness of mobile banking, because the perception of ease of use has a more significant influence on attitude than usefulness.

Practical application of the authors' findings may guide future marketing decisions while individuals can elucidate where individuals stand on mobile banking.

Incivility is widespread in the workplace and has been shown to have significant affective and behavioral consequences. However, the authors still have a limited understanding as to whether, how and when discrete incivility events impact team performance. Adopting a resource depletion perspective and focusing on the cognitive implications of such events, the authors introduce a multi-level model linking the adverse effects of such events on team members’ working memory – the “workbench” of the cognitive system where most planning, analyses, and management of goals occur – to team effectiveness. The model which the authors develop proposes that that uncivil interpersonal behavior in general, and rudeness – a central manifestation of incivility – in particular, may place a significant drain on individuals’ working memory capacity, affecting team effectiveness via its effects on individual performance and coordination-related team emergent states and action-phase processes. In the context of this model, the authors offer an overarching framework for making sense of disparate findings regarding how, why and when incivility affects performance outcomes at multiple levels. More specifically, the authors use this framework to: (a) suggest how individual-level cognitive impairment and weakened coordinative team processes may mediate these incivility-based effects, and (b) explain how event, context, and individual difference factors moderators may attenuate or exacerbate these cognition-mediated effects.

In response to the growing evidence that disruptive behaviors within health care teams constitute a major threat to the quality of care, the Joint Commission on Accreditation of Healthcare Organization (JCAHO; Joint Commission Resources, 2008) has a new leadership standard that addresses disruptive and inappropriate behaviors effective January 1, 2009. For professionals who work in human resources and organization development, these standards represent a clarion call to design and implement evidence-based interventions to create health care communities of respectful engagement that have zero tolerance for disruptive, uncivil, and intimidating behaviors by any professional. In this chapter, we will build an evidence-based argument that sustainable change must include organizational, team, and individual strategies across all professionals in the organization. We will then describe an intervention model – Toxic Organization Change System – that has emerged from our own research on toxic behaviors in the workplace (Kusy & Holloway, 2009) and provide examples of specific strategies that we have used to prevent and ameliorate toxic cultures.

Drawing upon theories of modern discrimination, the present study focuses on cyber incivility and interpersonal incivility as mechanisms through which race leads to perceived discrimination. Participants included 408 full-time working adults who responded to an online survey. The results indicate that Non-White employees experience subtle forms of discrimination through the use of e-mail, which accentuate the need for organizations to eradicate workplace mistreatment so that their employees can avoid the adverse outcomes associated with experiencing cyber incivility. The purpose of this paper is to extend the understanding of selective incivility and concludes with directions for future research and practical implications.

Participants included 408 full-time working adults who responded to the survey online.

The results indicate that race was indirectly associated with discrimination through cyber incivility. The results indicate that Non-White employees experience subtle forms of discrimination through the use of technology and cyber space which accentuate the need for organizations to eradicate workplace incivility so that their employees can evade the adverse outcomes associated with experiencing incivility at work.

This study extends the understanding of selective incivility and concludes with directions for future research and practical implications.

This paper is the first to explore the relationship between race, cyber incivility and discrimination.

In the USA, integrated care remains largely aspirational; a majority of Americans receive mental health care entirely within the primary medical care outpatient setting. A new instrument, the Multidimensional Behavioral Health Screen (MBHS) ( McCord, 2020) was developed specifically to address this gap by systematically screening for a broad array of mental health issues in every patient, every visit. The goal of this current feasibility study was to evaluate the perceptions of the primary medical care providers regarding the usefulness and practicality of the MBHS, a necessary step toward broad-based implementation.

The MBHS was given to 101 consenting patients in a primary medical outpatient setting, each of whom was then seen by one of six participating primary care providers (PCPs). Providers completed a brief survey rating the ease of use, understandability, helpfulness and perceived accuracy of the MBHS after each patient visit and a final summary survey at the conclusion of the study.

Ratings were very positive overall, and the MBHS was clearly preferred to the traditional screening measures (Patient Health Questionnaire-9 [PHQ-9] and Generalized Anxiety Disorder-7 [GAD-7]). Providers offered suggestions for improvement and particularly for implementation.

The small sample size (101 patients and 6 PCPs) and limited geographical reach may limit generalizability. Surveying providers using similar methodology should be done with larger numbers of providers and more diverse primary medical care settings.

This study provides evidence that the MBHS may be significantly effective in operationalizing the integrated care model in United States (US) healthcare systems.

The MBHS, a new behavioral health screening tool, was perceived by providers as useful in identifying mental health issues and guiding treatment decisions in the primary care setting.

This paper identifies a novel screening instrument that implements new and emerging models of psychological dysfunction in a practical way in primary medical care, making integrated care a reality rather than an aspiration.

There have been strides in workplace incivility (WI), but in what direction, angles and theoretical streams are they taking place? In light of it, the purpose of this review is to analyze the overall WI research output yielded in the initial decades of this century.

This investigation searched exclusively for empirical articles written in English that matched the terms incivility and WI in the websites of prominent peer-review publications covering the period of 19 years (i.e. 2000–2019). As a result, 93 peer-reviewed empirical studies were properly gathered and classified.

WI is one of the most relevant topics in OB studies under scrutiny in this moment. Corroborating such a perception is the huge amount of outlets that have been publishing about WI. In this sense, it is a topic that has gained strong interdisciplinary status, given the manifested interest of very distinct areas. Cross-sectional studies have prevailed in terms of method preferences, yet other approaches have been used. Of noteworthy is the shortage of qualitative and meta-analytic studies. Data provided evidence that a very limited number of nations (only 18 countries) have been investigated and it is not exactly surprising that the United States be the target of the majority of studies in this field. The antecedents and consequences of WI are the major focus of the investigations. But I found some evidence that that WI has been tested as performing the role of measure, mediator and moderator.

It focused exclusively on peer-review journals and articles written in English.

This endeavor contributes to the theory of WI by encompassing crucial aspects such as time horizon, major outlets, study types, country-level output, samples features, constructs perused, theoretical function of WI and research outcomes. In addition, it points out new potential research streams.

This paper aims to examine the widespread effects of service actors’ verbal aggression on witness customers’ intentions toward the service organizations through their self-conscious emotions. The moderating roles of the witness customers’ empathic tendencies and the source of aggression are also examined.

In two scenario-based experiments and by adopting a multifoci approach, severity of mistreatment (aggression vs incivility vs no-mistreatment) and source of mistreatment (employee-to-employee and customer-to-customer) were manipulated to test distinctive effects of witnessing aggression on self-conscious emotions and intentions.

This study shows that witnessing aggression during service experiences negatively influences customers’ intentions towards the service organization through self-conscious emotions. Moreover, empathic tendencies of customers make these effects more pronounced. It is also shown that witnessing employee-to-employee aggression has a stronger effect on self-conscious emotions and intentions than customer-to-customer aggression.

This paper uncovers the distinctive effects of aggressive behaviors of service actors on self-conscious emotions from the third-party perspective. It is also shown that empathic tendencies can be detrimental to service organizations in certain conditions.

The results warn service managers against verbal aggression because of its negative effects on witness customers. It is suggested that they should try to clarify the incident and restore justice in front of the witnesses.

This paper is one of the first attempts to investigate the distinctive effects of witnessing aggression during service experiences and the roles of self-conscious emotions and emphatic tendencies.

Leading occupational stress researchers have highlighted the need for more qualitative research to advance our understanding of occupational stress as a complex and dynamic process. However, qualitative research can be challenging particularly when it involves the exploration of emotive issues such as occupational stress. Although research institutions provide ethical guidelines for the protection and support of research participants, much less emphasis is placed on the impact of such research on the researcher. Yet in qualitative studies of occupational stress, participants often display a range of emotions to a researcher who is expected to be both empathetic and professional in his/her conduct. If qualitative researchers are inadequately prepared for the emotions they may experience in the field and poorly supported through the research process, then they may lose confidence and eschew qualitative research in favor of quantitative work thereby maintaining the status quo in occupational stress research. This chapter draws on both the literature on researcher emotion and the author’s own research experience to explore some of the problems encountered by qualitative researchers, and presents a number of recommendations to support qualitative researchers involved in the study of occupational stress.

In this chapter, we investigate two-way causality between health and the hourly wage. We employ insights from the human capital and compensating wage differential models, a panel formed from the National Longitudinal Survey of Youth 1997, and dynamic panel estimation methods in this investigation. We adopt plausible specifications in which a change in health induces a change in the wage with a lag and a change in the wage induces a change in health, also with a lag. We uncover a causal relationship between two of the five measures of health and the wage in which a reduction in health leads to an increase in the wage rate in a panel of US young adults who had completed their formal schooling by 2006 and were continuously employed from that year through 2011. There is no evidence of a causal relationship running from the wage rate to health in this panel. The former result highlights the multidimensional nature of health. It is consistent with an extension of the compensating wage differential model in which a large amount of effort in one period is required to obtain promotions and the wage increases that accompany them in subsequent periods. That effort may cause reductions in health and to a negative effect of health in the previous period on the current period wage. In this framework, employees have imperfect information about the effort requirements of a particular job when they are hired, and employers have imperfect information about the amount of effort new hirers are willing to exert. The result is also consistent with a model in which investments in career advancement compete with investments in health for time – the ultimate scarce resource. The lack of a causal effect of the wage on health may suggest that forces that go in opposite directions in the human capital and compensating wage differential models offset each other.