A call for transformation: Exit, Voice, Loyalty and Neglect (EVLN) in response to workplace incivility

BACKGROUND: Interrelations between incivility and its precursors or consequences, as well as the role of these interrelations in employees' reactions to incivility are still poorly understood. OBJECTIVE: The purpose of the present study was to assess different reactions to workplace incivility while identifying specific and individual-based appraisals and emotions associated with these reactions. METHOD: A qualitative research approach using semi-structured in-depth interviews, with a sample of 42 employees in a beverage manufacturing corporation in Israel to capture employees' voices regarding their incivility experiences. RESULTS: Analysis of the interviews indicated four reaction-categories: (1) Exit; (2) Voice; (3) Loyalty; and (4) Neglect, in line with the theoretical EVLN model for describing reactions to stressful conditions. In particular, the interviews revealed a dynamic reaction process and suggested that intentionality of reaction provides a third, new dimension. Additionally, an underlying emotional process rooted in appraisals and aroused emotions was evident in each of the reactions. CONCLUSIONS: Organizations that wish to reduce incivility events may wish to examine the emotions of targets of incivility, explore the underlying appraisals associated with these emotions, and be mindful of the dynamic and highly individual reaction processes involved.