J Korean Acad Oral Health.  2019 Sep;43(3):163-169. 10.11149/jkaoh.2019.43.3.163.

Impact of incivility experienced by dental hygienists on organizational achievement-as a mediating effect of emotional exhaustion

  • 1Department of Biomedical Health Science, Gradutate School, Dong-Eui University, Busan, Korea. yamako93@deu.ac.kr
  • 2Department of Preventive & Community Dentistry, School of Dentistry, Pusan National University, Yangsan, Korea.
  • 3Department of Dental Hygiene, Masan University, Changwon, Korea.
  • 4Department of Production Information Technology Engineering, Dong-Eui University, Busan, Korea.
  • 5Department of Dental Hygiene, Dong-Eui University, Busan, Korea.


Workplace incivility is experienced by dental hygienists, who perform a variety of tasks and roles in dentistry. Therefore, to enhance the performance of dental and medical institutions, it is necessary to identify dental hygienists experiencing incivility that affects the organizational performance.
Over a two-month period from May 1 to June 30, 2015, dental hygienists from 30 dental and medical institutions in Busan, the North and South Gyeongsang Provinces, Daegu, Seoul, and the Gyeonggi Province were convenience sampled. Data, from a total of 344 participants, were analyzed using the SPSS and AMOS statistical analysis software.
Emotional exhaustion had a partial mediating effect on the relationship between patient incivility and job performance, a full mediating effect in relation to job satisfaction, and a partial mediating effect on the association with turnover intention. Meanwhile, emotional exhaustion had a full mediating effect on the relationships between superior incivility and job performance, as well as turnover intention, while a partial mediating effect in relation to job satisfaction.
An in-depth review of interventions that can enable a mutually respectful working environment, and promote a healthy culture among dental hygienists in dental and medical institutions is needed.


Dental hygienist; Emotional exhaustion; Organizational performance; Rudeness
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