Coping with workplace incivility in the foodservice industry

Abstract

The purpose of the study was to explore employees’ appraisals and coping responses to workplace incivility in the foodservice industry. Five group interviews with foodservice workers were conducted. 13 different types of experienced or witnessed incivility were identified. Positive-benign, irrelevant, and negative appraisals were found, as well as four major coping themes. These were active, passive, and proactive coping as well as reappraisal, encompassing twelve forms of coping behaviors. Additionally, workplace incivility was described as a daily stressor which can be expressed as a part of the workplace culture in the foodservice industry.