Work unit incivility, job satisfaction, and total quality management among transportation employees

Survey results from 1381 employees working in a state department of transportation tested the idea that uncivil work environments bear undesirable consequences for job satisfaction and diminish the effectiveness of quality management practices. Results demonstrated that incivility does not have to be personally experienced to have deleterious effects, merely witnessed. Perceived workplace incivility was found to adversely affect job satisfaction and the effectiveness of quality programs aimed at teamwork, customer focus and continuous improvement, even after controlling for race, gender and prior experience of harassment. Managers are advised to broaden their consideration of incivility to include its effects on observers.

► Perceived workplace incivility is examined within a department of transportation.
► Incivility is found to diminish job satisfaction and quality management practices.
► Incivility does not have to be personally experienced to have adverse effects.
► Effects are apparent after controlling for race, gender and prior harassment.
► Managers are advised to consider effects of incivility on observers.