All Eyes on Me: The Impact of Individualism vs. Collectivism Orientations on Justice Perceptions and Mistreatment of Frontline Staff in Emergency Departments
- Dorit Efrat-Treister, tdorit@bgu.ac.il(compose email, opens in email app.), Management, Ben-Gurion University of the Negev (opens in new tab)
- Jean-Nicolas Reyt Jean-Nicolas Reyt ORCID profile. (opens in new tab) , Desautels Faculty of Management, McGill University (opens in new tab)
- Anat Rafaeli Anat Rafaeli ORCID profile. (opens in new tab) , Faculty of Industrial Engineering and Management, Technion – Israel Institute of Technology (opens in new tab)
- Raveh Harush, The School of Business Administration, Bar-Ilan University (opens in new tab)
- Alon Lisak, Guilford Glazer Faculty of Business and Management, Ben-Gurion University of the Negev (opens in new tab)
- Vladimir Zeldetz, Emergency Medicine, Soroka Medical Center (opens in new tab)
- Chen Shapira, Management, Carmel Medical Center (opens in new tab)
- Arie Eisenman, Emergency Medicine, Galilee Medical Center, None
- Dan Schwarzfuchs, Emergency Department, Soroka Medical Center (opens in new tab)
Abstract
Mistreatment of frontline staff is a widespread issue across all industries, but is particularly prevalent in Emergency Departments (EDs). This paper examines how the orientation toward individualism vs. collectivism of outsiders—namely, patients and their escorts—affects their perceptions of justice within EDs and subsequent mistreatment of frontline staff. We conducted two field studies in major hospitals to test our hypotheses. The first study validated our model, and revealed that mistreatment was particularly likely by outsiders oriented toward individualism. The second study replicated our findings and implemented an intervention that significantly enhanced justice perceptions among these outsiders, subsequently reducing their propensity to mistreat ED staff. Our results offer new insights into the dynamics of mistreatment within EDs, emphasizing the impact of outsider expectations on their perceptions of justice and subsequent behavior.
Keywords:
- Justice
- Conflict Management
- Workplace Mistreatment
- Cultural Values
- Individualism
- Collectivism
- Health Care Management
How to Cite:
Efrat-Treister, D., Reyt, J., Rafaeli, A., Harush, R., Lisak, A., Zeldetz, V., Shapira, C., Eisenman, A. & Schwarzfuchs, D., (2024) “All Eyes on Me: The Impact of Individualism vs. Collectivism Orientations on Justice Perceptions and Mistreatment of Frontline Staff in Emergency Departments”, Negotiation and Conflict Management Research 17(4). https://doi.org/10.34891/4n2n-8x57 (external link, opens in new tab).
Funding
- Name
- Israel National Institute for Health Policy Research
- FundRef ID
- http://dx.doi.org/10.13039/501100003976
- Funding ID
- Grant 10/130/א; Grant ר/2016/138
- Name
- Israel Science Foundation
- FundRef ID
- http://dx.doi.org/10.13039/501100003977
- Funding ID
- Grant 1717/13
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Published on
23 November 2024
Peer Reviewed