Occupational stress, workplace incivility and job satisfaction with the moderating role of psychological capital among staff in an Emergency Services Control Unit.
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The present study aimed to establish the moderating role of psychological capital in the relationship between occupational stress, uncivil workplace behaviour and job satisfaction among Emergency Service Control Unit staff in the eThekwini region of Durban, KwaZulu- Natal. The theoretical frameworks of The Job Stress Model (Spector & Fox, 2002) and The Broaden-and-Build Theory of Positive Emotions (Frederickson, 1998) were utilised to understand the relationships between occupational stress, uncivil workplace behaviour, job satisfaction and psychological capital. The research aim of the current study was to determine the relationship between occupational stress, uncivil workplace behaviour, job satisfaction and psychological insofar as determining whether psychological capital and occupational stress possessed any predictive value for the outcomes of uncivil workplace behaviour and job satisfaction as well as whether psychological capital moderated the relationship between uncivil workplace behaviour and occupational stress. A quantitative research designed was employed in the current study using a Positive Psychology framework. A cross-sectional survey design was utilised and data was collected from a sample of 70 (n=70), where all participants completed questionnaires which measured each of the constructs under investigation. Data for the present study was collected using six questionnaires, namely; a Biographical Questionnaire, The Job Stress Scale, The Uncivil Workplace Behaviour Scale, Minnesota Satisfaction Questionnaire as well as the Psychological Capital Questionnaire. The data analysis phase consisted of descriptive and inferential statistics, Pearson Product-Moment correlation analysis, multiple regression as well as hierarchical regression. The results of the current study indicated that high levels of occupational stress are highly correlated with high levels of uncivil workplace behaviour and low levels of job satisfaction. Further, findings indicated that high levels of psychological capital were highly correlated to high levels of job satisfaction but not correlated to uncivil workplace behaviour. In addition, findings suggested that both psychological capital and occupational stress exhibited a predictive value for job satisfaction, whilst the hopeful-confidence subconstruct of psychological capital further predicted job satisfaction. Lastly, it was found that psychological capital did not moderate the relationship between occupational stress and job satisfaction. In spite of the various limitations of the current study, it has produced significant findings which in itself, offers a valuable contribution to academic literature, predominantly within the domain of positive psychology and call centre research in the South African context.