Citation

Rabiul, Md Karim and Almaloy, Yasser and Patwary, Ataul Karim and Salman, Ahmad (2025) Psychological Safety: The Role of Motivating Language, Energies, and Customer Incivility. Howard Journal of Communications. pp. 1-21. ISSN 1064-6175

Text Psychological Safety_ The Role of Motivating Language, Energies, and Customer Incivility.pdf - Published Version Restricted to Repository staff only Download (1MB)

Abstract

This study investigates the crucial mediating role of employees’ relational and emotional energies in the relationship between motivating language and psychological safety. It also explores the potential moderating effect of customer incivility on this relationship. Data (N=365) were collected from the Malaysian hotel industry using convenience sampling and analyzed in SmartPLS. Relational energy mediates the link between motivating language and psychological safety, while emotional energy does not. Customer incivility moderates the relationship between relational energy, motivating language, and psychological safety, but this was not the case for emotional energy. Energy has a dual role according to the conservation of resources theory, which posits that individuals strive to retain, protect, and build resources. A hostile work environment (i.e., customer incivility) buffers the relationship between motivating language, energy, and psychological safety, an effect that has been overlooked by earlier studies. The present research underscores the importance of increasing emotional and relational energy, using motivating language, and reducing customer incivility to enhance workplace safety. These insights inform and guide organizational strategies and interventions, thereby providing a clear direction for effective decision-making.

Item Type:	Article
Uncontrolled Keywords:	Psychological safety
Subjects:	B Philosophy. Psychology. Religion > BF Psychology (General) > BF1-990 Psychology
Divisions:	Faculty of Management (FOM)
Depositing User:	Ms Rosnani Abd Wahab
Date Deposited:	07 Jan 2026 03:08
Last Modified:	07 Jan 2026 08:22
URII:	http://shdl.mmu.edu.my/id/eprint/15167

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