Cyber incivility, cyberslacking, and negative reciprocity: moderation of digital well-being

The increasing use of digital communication in service organizations has introduced new workplace challenges, including cyber incivility, which can damage professional relationships and undermine employee performance. This study examines the effect of cyber incivility on cyberslacking, defined as employees’ use of the internet for non-work-related purposes during working hours. Drawing on social exchange theory, the study proposes a moderated mediation model in which negative reciprocity mediates the relationship between cyber incivility and cyberslacking, while digital well-being acts as a moderator. Data were collected through a three-wave, time-lagged survey of 394 public sector employees in Pakistan. The results of SmartPLS 4 analysis show that cyber incivility directly predicts cyberslacking and also indirectly influences it through negative reciprocity. Digital well-being weakens the direct relationship between cyber incivility and cyberslacking, but it does not significantly moderate the indirect relationship. This study contributes to the services management literature by explaining how digital mistreatment can lead to counterproductive workplace behavior. It also offers practical insights for promoting workplace civility and strengthening digital well-being in service organizations.