This study examined how incivility from coworkers and customers affects the work engagement and job performance of frontline hospitality employees. The study found that incivility from both coworkers and customers reduces work engagement and job performance, with coworker incivility having a greater negative effect than customer incivility. Additionally, the study found that higher work engagement leads to better job performance. This research helps address gaps in understanding how different sources of workplace incivility impact frontline service employees.
Locus of control and job status as mediators of employees’ perception of down...Alexander Decker
This document discusses a study that assessed how employees' perceptions of downsizing relate to their organizational commitment, and whether locus of control and job status mediate this relationship. The study surveyed 604 employees from Nigerian government establishments. It found a significant positive relationship between perception of downsizing and commitment. Locus of control also significantly influenced perception of downsizing, but job status did not. Locus of control significantly mediated the relationship between perception of downsizing and commitment, but job status did not mediate this relationship. The study concluded that employees' perception of downsizing relates to their commitment, and locus of control mediates this relationship.
There has been lot of debate on the reasons of stress experienced in organizations; consequently it has been realized that stress at workplace brings damages in terms of health of employees, work accidents, poor productivity and staff turnover. Now a days workrelated stress is an area of major concern and research in the behavioral sciences. Work- relates can be linked to physical and psychological health problems among people. The present study is an attempt to find out the difference in work-stressors among the workforces of BPO sector and Educational Institutes. The data was gathered from Delhi, Noida, Gurgaon and Ghaziabad. A sample of 400 respondents was considered for study. Only 375 respondents returned the filled form. Random convenient sampling technique was used to collect the data. Work-stressors scale identified by Cooper (1986) was used to measure work-related stressors and the results revealed that there is no significant difference among the workforces of both sector on the basis of work related stressors.
This research proposal examines workplace health hazards in Australia. The researcher will analyze the causes and effects of workplace hazards, and determine why current measures have not solved the problem. The proposal outlines specific research questions and objectives to address workplace hazards. A mixed methods approach will be used, collecting both primary and secondary data involving workers, employees, and health organizations. The literature review discusses previous studies that examined the relationship between adverse workplace conditions and employee turnover, and the link between psychological hazards and health issues.
Autonomy and Employee Job Satisfaction of Hotels in Port Harcourt, NigeriaAJHSSR Journal
Autonomy and employee job satisfaction of hotels in Port Harcourt. The population of this study was 1,764 from fifty (50) indigenous hotels in Port Harcourt metropolis. The sample size of 326 employees of hotels in Port Harcourt metropolis was obtained using the Taro Yamane‟s formula for sample size determination. The study adopted the cross-sectional survey in its investigation of the variables and applied both descriptive and inferential statistical techniques. The hypothesis was tested using the Spearman Rank Order Correlation Coefficient .The tests were carried out at a 95% confidence interval and a 0.05 level of significance. The reliability of the instrument was achieved through the Crombach Alpha coefficient with autonomy having 0.776 and organizational profitability having 0.891. The result of the findings revealed that autonomy has a significant positive relationship with employee job satisfaction of hotels in Port Harcourt. Based on empirical findings, the study concludes autonomy has a significantly influences organizational profitability. The study thus recommended that hotels should build on their distinctive competitive advantage so to sharpen their competitive aggression in the industry.
This document summarizes a qualitative study that investigated stress intervention strategies implemented at five Australian universities over three years. The study aimed to understand the types of interventions used and the level (individual, organizational, or both) they were directed at. It also explored the priority initiatives at each university. Senior HR directors from the universities completed an online survey identifying stress reduction strategies in areas like awareness, job design, work-life balance, and communication. The interventions focused mainly on organizational-level primary strategies to reduce or eliminate stressors, like improving training, career development, pay, and fairness of policies. Enhancing work-life balance and leadership development programs were also common. The findings provide insight into university management's views of work stress causes
Stress and Emotional Bases, investigating the Effectiveness of Emotional Inte...QUESTJOURNAL
Introduction: Specific occupational environments such as mining activities are the source of various stressors. This study aimed to investigate the effectiveness of emotional intelligence training on job stress of the employees of GolGohar Mining and Industrial Company in Sirjan, Kerman. Method: A quasi-experimental design with pretest and posttest was used and 86 employees of GolGohar Mining and Industrial Company in Sirjan were selected using the stratified random sampling method and were divided into two groups of treatment and control. Experimental group received training protocol of ten sessions of 90 minutes and the control group was inserted in the waiting list. Structured clinical interview, demographic questionnaire, Bar-On emotional intelligence questionnaire and job stress questionnaire were used for data collection. Chi-square test and analysis of covariance were used for data analysis. Results: Data analysis showed that emotional intelligence training intervention on the components of workload, perceived incompetence, duplicity, restrictions and responsibilities has played a significant effectiveness (p<0.01).><0.01). Conclusion: The findings of this study suggest the effectiveness of emotional intelligence training on occupational stress index. This finding can be taken into consideration in planning of the preventive and therapeutic interventions.
Mixed method design is often noted as a methodology capitalizing on the advantage of in-depth study in qualitative approaches and the power of generalization in quantitative approaches.
To be useful, acknowledging the fundamental assumption underpinning these two approaches is paramount. Qualitative approach is individualistic where the findings are rich in explaining a phenomenon of interest in context while quantitative approach is normative where the findings represent an average pattern of a phenomenon of interest in a population.
Locus of control and job status as mediators of employees’ perception of down...Alexander Decker
This document discusses a study that assessed how employees' perceptions of downsizing relate to their organizational commitment, and whether locus of control and job status mediate this relationship. The study surveyed 604 employees from Nigerian government establishments. It found a significant positive relationship between perception of downsizing and commitment. Locus of control also significantly influenced perception of downsizing, but job status did not. Locus of control significantly mediated the relationship between perception of downsizing and commitment, but job status did not mediate this relationship. The study concluded that employees' perception of downsizing relates to their commitment, and locus of control mediates this relationship.
There has been lot of debate on the reasons of stress experienced in organizations; consequently it has been realized that stress at workplace brings damages in terms of health of employees, work accidents, poor productivity and staff turnover. Now a days workrelated stress is an area of major concern and research in the behavioral sciences. Work- relates can be linked to physical and psychological health problems among people. The present study is an attempt to find out the difference in work-stressors among the workforces of BPO sector and Educational Institutes. The data was gathered from Delhi, Noida, Gurgaon and Ghaziabad. A sample of 400 respondents was considered for study. Only 375 respondents returned the filled form. Random convenient sampling technique was used to collect the data. Work-stressors scale identified by Cooper (1986) was used to measure work-related stressors and the results revealed that there is no significant difference among the workforces of both sector on the basis of work related stressors.
This research proposal examines workplace health hazards in Australia. The researcher will analyze the causes and effects of workplace hazards, and determine why current measures have not solved the problem. The proposal outlines specific research questions and objectives to address workplace hazards. A mixed methods approach will be used, collecting both primary and secondary data involving workers, employees, and health organizations. The literature review discusses previous studies that examined the relationship between adverse workplace conditions and employee turnover, and the link between psychological hazards and health issues.
Autonomy and Employee Job Satisfaction of Hotels in Port Harcourt, NigeriaAJHSSR Journal
Autonomy and employee job satisfaction of hotels in Port Harcourt. The population of this study was 1,764 from fifty (50) indigenous hotels in Port Harcourt metropolis. The sample size of 326 employees of hotels in Port Harcourt metropolis was obtained using the Taro Yamane‟s formula for sample size determination. The study adopted the cross-sectional survey in its investigation of the variables and applied both descriptive and inferential statistical techniques. The hypothesis was tested using the Spearman Rank Order Correlation Coefficient .The tests were carried out at a 95% confidence interval and a 0.05 level of significance. The reliability of the instrument was achieved through the Crombach Alpha coefficient with autonomy having 0.776 and organizational profitability having 0.891. The result of the findings revealed that autonomy has a significant positive relationship with employee job satisfaction of hotels in Port Harcourt. Based on empirical findings, the study concludes autonomy has a significantly influences organizational profitability. The study thus recommended that hotels should build on their distinctive competitive advantage so to sharpen their competitive aggression in the industry.
This document summarizes a qualitative study that investigated stress intervention strategies implemented at five Australian universities over three years. The study aimed to understand the types of interventions used and the level (individual, organizational, or both) they were directed at. It also explored the priority initiatives at each university. Senior HR directors from the universities completed an online survey identifying stress reduction strategies in areas like awareness, job design, work-life balance, and communication. The interventions focused mainly on organizational-level primary strategies to reduce or eliminate stressors, like improving training, career development, pay, and fairness of policies. Enhancing work-life balance and leadership development programs were also common. The findings provide insight into university management's views of work stress causes
Stress and Emotional Bases, investigating the Effectiveness of Emotional Inte...QUESTJOURNAL
Introduction: Specific occupational environments such as mining activities are the source of various stressors. This study aimed to investigate the effectiveness of emotional intelligence training on job stress of the employees of GolGohar Mining and Industrial Company in Sirjan, Kerman. Method: A quasi-experimental design with pretest and posttest was used and 86 employees of GolGohar Mining and Industrial Company in Sirjan were selected using the stratified random sampling method and were divided into two groups of treatment and control. Experimental group received training protocol of ten sessions of 90 minutes and the control group was inserted in the waiting list. Structured clinical interview, demographic questionnaire, Bar-On emotional intelligence questionnaire and job stress questionnaire were used for data collection. Chi-square test and analysis of covariance were used for data analysis. Results: Data analysis showed that emotional intelligence training intervention on the components of workload, perceived incompetence, duplicity, restrictions and responsibilities has played a significant effectiveness (p<0.01).><0.01). Conclusion: The findings of this study suggest the effectiveness of emotional intelligence training on occupational stress index. This finding can be taken into consideration in planning of the preventive and therapeutic interventions.
Mixed method design is often noted as a methodology capitalizing on the advantage of in-depth study in qualitative approaches and the power of generalization in quantitative approaches.
To be useful, acknowledging the fundamental assumption underpinning these two approaches is paramount. Qualitative approach is individualistic where the findings are rich in explaining a phenomenon of interest in context while quantitative approach is normative where the findings represent an average pattern of a phenomenon of interest in a population.
Doctors' Work Life Quality and Effect on Job Satisfaction: An Exploratory Stu...AI Publications
Every day, the health-care system becomes more complicated. It is mostly due to changes in lifestyle, greater demand for patient care, and the effect of technology on the health-care delivery process. Sophisticated devices necessitate specialized knowledge, which necessitates a better and more current medical education system, which, in turn, necessitates a better organizational structure. All of this has an impact on the entire medical profession, as novel difficulties must be met with increasing skill and potential development, as well as increased dedication to the profession, as performance management becomes a major aspect in avoiding professional hazards in various forms. As a result, the entire health policy needs to be updated in order to provide health care professionals, particularly doctors, with enough quality work life and improved job satisfaction in order to improve their performance at work. We try to answer these questions in our research.
Job Stress and Presenteeism among Nurses in Tertiary Level Hospitals in Pakis...Lachman Das Malhi
Presenteeism among nurses is the decision to attend work while sick. It is a vital issue for nurse administrators and managers. The unusual circumstances of the health work atmosphere leads to the creation of job stress that further results in negative consequences- such as decreased productivity and poor quality care services to patients for organizations. This research explores the levels of job stress and presenteeism and the relationship between overall job stress and overall presenteeism perceived by nurses in tertiary level hospitals in Pakistan.
Impact of Abusive Supervision on Employee Turnover Intention: The Moderating ...ijtsrd
The research was aimed to find out the impact of abusive supervision on turnover intention and to see how the moderating role effect by the abusive supervision and leads toward turnover intention i.e. emotional exhaustion. A total of 60 responses were gathered for the analysis of the study. The analysis has to be done through filling up questionnaires from the respondents. Statistical package of social sciences (SPSS) was implemented to get the result. The result finds that emotion exhaustion moderates the relationship between the dependent and independent variable. The nexus between abusive supervision and turnover intention turn out to be positively significant. An optimistic relation was found between the abusive supervision and the moderating variable. Mr. Sher Alam Khetran | Mr. Sikandar Wali | Dr. Muhammad Yar Khan | Ms. Jawaria Mushtaq"Impact of Abusive Supervision on Employee Turnover Intention: The Moderating Effect of Emotional Exhaustion" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-3 , April 2018, URL: http://www.ijtsrd.com/papers/ijtsrd11275.pdf http://www.ijtsrd.com/management/business-administration/11275/impact-of-abusive-supervision-on-employee-turnover-intention-the-moderating-effect-of-emotional-exhaustion/mr-sher-alam-khetran
This document analyzes the connection between working conditions, job satisfaction, retirement intentions, and actual retirement decisions using linked survey and register data from Finland. The survey data contains information on perceived working conditions, job satisfaction, and retirement intentions, while the register data provides information on actual retirement decisions that can be linked to the survey respondents. The study finds that job dissatisfaction arising from adverse working conditions is significantly related to stronger retirement intentions, and retirement intentions are in turn related to earlier actual retirement. New management practices are found to improve job satisfaction and reduce retirement intentions, thereby lengthening working careers.
International Journal of Humanities and Social Science Invention (IJHSSI)inventionjournals
International Journal of Humanities and Social Science Invention (IJHSSI) is an international journal intended for professionals and researchers in all fields of Humanities and Social Science. IJHSSI publishes research articles and reviews within the whole field Humanities and Social Science, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Stress Management and Employee Performance of Deposit Money Banks in Port Har...AJHSSR Journal
The purpose of this study was to examine the relationship between Stress Management and
Employee performance in Deposit Money Banks in Port Harcourt, Nigeria. The population includes employees
of seven (7) selected Deposit Money Banks situated in Port Harcourt metropolis of Rivers State, Nigeria. The
sample size was 188 using the Taro Yamen‟s formula. After data cleaning, only data of 168 respondents were
finally used for data analysis. Descriptive statistics and Spearman‟s rank correlation were used for data analysis
and hypothesis testing. Findings revealed that stress management has a significant relationship with employee
efficiency and effectiveness. The study thus concluded that stress management bears a positive and significant
influence on employee performance. We recommend that management of deposit money banks should design
task and jobs in ways that would make for effectiveness and efficiency and bring about improvement in the
performance of their work force and that flexible job schedules should be incorporated into human resource
management strategies, policies and plan of deposit money banks to enhance easy employee performance and
commitment that will increase corporate survival.
Selected job characteristics and performance of nursing employees in national...Alexander Decker
This document discusses a study examining the effects of two job characteristics - task identity and autonomy - on the performance of nurses working in Kenyan national referral hospitals. The study was a survey of 320 nurses that used questionnaires to collect data on nurses' perceptions of these two characteristics and their self-reported performance. The results showed that autonomy had a stronger positive effect on performance than task identity. The document recommends that hospital management redesign nurses' jobs to enhance positive outcomes like commitment and satisfaction through increasing autonomy.
An empirical assessment on job satisfaction of public knowledge employees in ...Alexander Decker
This document summarizes a study on job satisfaction among public knowledge employees in Bangladesh. The study surveyed 64 employees from agricultural research institutions and universities. It assessed levels of job satisfaction across 8 dimensions: pay, promotion, security, supervision, benefits & rewards, work ability & operating procedure, co-workers and nature of works. The major finding was that job satisfaction among these public employees was significantly dependent on work motivation and fair treatment. The document provides context on the importance of studying job satisfaction and reviews previous literature on defining and measuring job satisfaction.
The objectives of this research are to find out the effect of caring climate on nurse performance,
the effect of caring climate on job satisfaction, the effect of caring climate on work stress, the effect of job
satisfaction on nurse performance
Comparative Study of the Quality of Life, Quality of Work Life and Organisati...inventy
People’s lives are increasingly centred on work; they spend at least one-third of their time within the organisations that employ them. Investigating the factors that interfere with employees’ well-being and the organisational environment is becoming an increasing concern in organisations. This article identifies the criteria of the quality of life (QoL), quality of working life (QWL) and organisational climate instruments to point out their similarities. For bibliographic construction and data research, articles were sought in national and international journals, books and dissertations/articles in SciELO, Science Direct, Medline and Pub Med databases. The results show direct relationships amongst QoL, QWL and organisational climate instruments. The relationship between QoL and QWL instruments is based on fair compensation, social interaction, organisational communication, working conditions and functional capacity. QWL and organisational climate instruments are related through social interaction and interfaces. QoL and organisational climate instruments are related based on social interaction, organisational communication, and work conditions.
Stress in Women Employee; A study on influence of Age (With reference to Insu...IOSR Journals
Occupational stresses and causes work load and job nature that produced stresses among the insurance employees seek to identify in the present scenario of the insurance industry. The present study is about measuring the satisfaction level of females in an insurance sector and to evaluate the relationships between occupational stress, health and job satisfaction. The main aim of this study to measure the influence of age factors on occupational stress among insurance employees. And to evaluate the impact of occupational stress level on job satisfaction among the insurance employees. For this purpose a structured questionnaire was designed to collect information and statistical tool was applied on the data. The purpose of this study is occupational stressors among females in an insurance company.
Work-Related Musculoskeletal Disorders among Office Workers in Shahid Behesh...Health Educators Inc
This study assessed work-related musculoskeletal disorders (WMSDs) among 420 office workers in Shahid Beheshti University of Medical Sciences in Tehran, Iran. The most prevalent WMSD was lower back pain (13.3%), followed by neck pain (11%) and wrist pain (10.2%). Variables like age, gender, employment status, duration of pain, duration of treatment, and BMI were significantly related to WMSDs. Since WMSDs were prevalent, designing intervention studies and further research to confirm the results were recommended.
This study evaluated job stress and personal factors among workers at a military industry in Iran. A questionnaire was used to assess job stress, personal characteristics, and occupational variables for 149 employees. The mean job stress score was in the no stress range, but some variables like employment type, medication use, and accidents had a significant relationship with higher stress levels. Injured workers and those taking medication regularly reported more stress than others. The study found that job stress was higher for contract employees compared to permanent workers. More research is needed to examine stress levels for specific groups of employees.
This document summarizes a research article from the International Journal of Management that examines the relationships between self-leadership focused behavioral strategies, intrinsic and extrinsic motivation, and performance outcomes. The study aims to identify the direct and indirect effects of self-leadership on performance, and whether intrinsic and extrinsic motivation mediate this relationship. The study was conducted with 229 lecturers at Cenderawasih University using questionnaires and path analysis. Key findings were that self-leadership had a direct, positive effect on performance, and extrinsic motivation significantly mediated the relationship between self-leadership and performance, while intrinsic motivation did not.
This chapter reviews literature on factors that affect the performance of nursing staff. It discusses individual factors like motivation, perceptions and work experience. Organizational factors include management support, communication, and working conditions. Social factors involve community expectations and cultural values. Theoretical frameworks identify these factors and their influence on performance. The review forms a performance model to guide the study in developing strategies to enhance nursing staff performance.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
(Impt review) does psychotherapy supervision contribute to patient outcomes? ...Daryl Chow
This article reviews 18 studies from 1981 to mid-2011 that examined the relationship between psychotherapy supervision and patient outcomes. The studies involved a range of mental health disciplines and used various research designs. While supervision is generally found to benefit supervisees, the research to date provides little clarity on whether supervision directly improves patient outcomes due to numerous methodological weaknesses across the studies. However, a few recent studies show promise in better addressing this question through stronger research designs that directly assess the supervision-patient outcome link. Overall, more rigorous research is still needed to determine if supervision can be empirically shown to contribute to patient well-being.
The Effect of Job Satisfaction on Organizational Commitment of Healthcare Per...IOSRJBM
The purpose of this study is to assess the effect of the job satisfaction of health care personnel on organizational commitment’s components. The data of the research were collected by way of a survey that was conducted on 501 health care workers who work in a public university hospital in Turkey. Structural equation modeling (path analysis) was conducted to test the hypotheses. From the results of the analyses, there was no statistically significant influence of intrinsic satisfaction on organizational commitment was found. Only extrintic satisfaction was determined significantly negative effect on continuance commitment and positive effect on normative commitment. In other words, an increase in the level of extrinsic satisfaction causes a decrease in continuance commitment and an increase in normative commitment.
Work-Family Factors and its Relationships Between Dispositional, Occupational...Waqas Tariq
This study was conducted to test the mediating effects of work-family factors on the relationships between dispositional and occupational characteristics as the independent variables and intention to stay as the dependent variable. By using self-administered research questionnaire, data was collected from 240 middle age single mother employees in Klang Valley, Malaysia. Samples were determined through simple random sampling method whereby six out of 24 single mother associations were selected to obtain research samples. Descriptive statistical analysis was conducted to describe the respondents. Pearson Product Moment Correlation was used to determine the relationships among variables and Structural Equation Modeling using AMOS version 16.0 was utilized for model testing and to verify the presence of mediation effects. Further, the Soble’s z-test was used to test whether the mediators carry the effect of the independent variables on the dependent variable. The findings indicated that there were positive relationships among variables. The results also established the presence of mediation effects between the independent and dependent variables. Organizations may utilize work-family factors as mechanism to promote longer retention among employees. Keywords: Intention to stay, work-family facilitation, family satisfaction, dispositional characteristics, occupational characteristics.
“Study of relationship between employees’ commitment, job satisfaction, job safety, job autonomy and employees’ turnover intention in a Construction Industry”
This study examined how hotel employees' perceived organizational support, psychological empowerment, organizational citizenship behavior, and job performance are related. A survey of 513 Taiwan hotel employees found that perceived organizational support and psychological empowerment positively influenced organizational citizenship behavior. Psychological empowerment and organizational citizenship behavior positively influenced job performance, while perceived organizational support did not. Organizational citizenship behavior partially mediated the relationships between perceived organizational support and job performance, and between psychological empowerment and job performance. The results suggest hotel managers should encourage behaviors beyond employees' regular duties to improve performance.
How Internal and External Business Effect Employee Turnover intention. AResea...Muneeb Ahsan
The document summarizes research on factors that influence employees' turnover intentions. It discusses how internal factors like work environment, relationships with supervisors, compensation, and job fit can impact turnover. External factors like alternative job opportunities are also explored. The literature review examines theories like Herzberg's two-factor theory and equity theory in relation to turnover intentions. The research aims to help organizations develop retention strategies by understanding what drives employees to leave. Future areas of study mentioned are career development, job enrichment, and work-life balance.
Doctors' Work Life Quality and Effect on Job Satisfaction: An Exploratory Stu...AI Publications
Every day, the health-care system becomes more complicated. It is mostly due to changes in lifestyle, greater demand for patient care, and the effect of technology on the health-care delivery process. Sophisticated devices necessitate specialized knowledge, which necessitates a better and more current medical education system, which, in turn, necessitates a better organizational structure. All of this has an impact on the entire medical profession, as novel difficulties must be met with increasing skill and potential development, as well as increased dedication to the profession, as performance management becomes a major aspect in avoiding professional hazards in various forms. As a result, the entire health policy needs to be updated in order to provide health care professionals, particularly doctors, with enough quality work life and improved job satisfaction in order to improve their performance at work. We try to answer these questions in our research.
Job Stress and Presenteeism among Nurses in Tertiary Level Hospitals in Pakis...Lachman Das Malhi
Presenteeism among nurses is the decision to attend work while sick. It is a vital issue for nurse administrators and managers. The unusual circumstances of the health work atmosphere leads to the creation of job stress that further results in negative consequences- such as decreased productivity and poor quality care services to patients for organizations. This research explores the levels of job stress and presenteeism and the relationship between overall job stress and overall presenteeism perceived by nurses in tertiary level hospitals in Pakistan.
Impact of Abusive Supervision on Employee Turnover Intention: The Moderating ...ijtsrd
The research was aimed to find out the impact of abusive supervision on turnover intention and to see how the moderating role effect by the abusive supervision and leads toward turnover intention i.e. emotional exhaustion. A total of 60 responses were gathered for the analysis of the study. The analysis has to be done through filling up questionnaires from the respondents. Statistical package of social sciences (SPSS) was implemented to get the result. The result finds that emotion exhaustion moderates the relationship between the dependent and independent variable. The nexus between abusive supervision and turnover intention turn out to be positively significant. An optimistic relation was found between the abusive supervision and the moderating variable. Mr. Sher Alam Khetran | Mr. Sikandar Wali | Dr. Muhammad Yar Khan | Ms. Jawaria Mushtaq"Impact of Abusive Supervision on Employee Turnover Intention: The Moderating Effect of Emotional Exhaustion" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-2 | Issue-3 , April 2018, URL: http://www.ijtsrd.com/papers/ijtsrd11275.pdf http://www.ijtsrd.com/management/business-administration/11275/impact-of-abusive-supervision-on-employee-turnover-intention-the-moderating-effect-of-emotional-exhaustion/mr-sher-alam-khetran
This document analyzes the connection between working conditions, job satisfaction, retirement intentions, and actual retirement decisions using linked survey and register data from Finland. The survey data contains information on perceived working conditions, job satisfaction, and retirement intentions, while the register data provides information on actual retirement decisions that can be linked to the survey respondents. The study finds that job dissatisfaction arising from adverse working conditions is significantly related to stronger retirement intentions, and retirement intentions are in turn related to earlier actual retirement. New management practices are found to improve job satisfaction and reduce retirement intentions, thereby lengthening working careers.
International Journal of Humanities and Social Science Invention (IJHSSI)inventionjournals
International Journal of Humanities and Social Science Invention (IJHSSI) is an international journal intended for professionals and researchers in all fields of Humanities and Social Science. IJHSSI publishes research articles and reviews within the whole field Humanities and Social Science, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
Stress Management and Employee Performance of Deposit Money Banks in Port Har...AJHSSR Journal
The purpose of this study was to examine the relationship between Stress Management and
Employee performance in Deposit Money Banks in Port Harcourt, Nigeria. The population includes employees
of seven (7) selected Deposit Money Banks situated in Port Harcourt metropolis of Rivers State, Nigeria. The
sample size was 188 using the Taro Yamen‟s formula. After data cleaning, only data of 168 respondents were
finally used for data analysis. Descriptive statistics and Spearman‟s rank correlation were used for data analysis
and hypothesis testing. Findings revealed that stress management has a significant relationship with employee
efficiency and effectiveness. The study thus concluded that stress management bears a positive and significant
influence on employee performance. We recommend that management of deposit money banks should design
task and jobs in ways that would make for effectiveness and efficiency and bring about improvement in the
performance of their work force and that flexible job schedules should be incorporated into human resource
management strategies, policies and plan of deposit money banks to enhance easy employee performance and
commitment that will increase corporate survival.
Selected job characteristics and performance of nursing employees in national...Alexander Decker
This document discusses a study examining the effects of two job characteristics - task identity and autonomy - on the performance of nurses working in Kenyan national referral hospitals. The study was a survey of 320 nurses that used questionnaires to collect data on nurses' perceptions of these two characteristics and their self-reported performance. The results showed that autonomy had a stronger positive effect on performance than task identity. The document recommends that hospital management redesign nurses' jobs to enhance positive outcomes like commitment and satisfaction through increasing autonomy.
An empirical assessment on job satisfaction of public knowledge employees in ...Alexander Decker
This document summarizes a study on job satisfaction among public knowledge employees in Bangladesh. The study surveyed 64 employees from agricultural research institutions and universities. It assessed levels of job satisfaction across 8 dimensions: pay, promotion, security, supervision, benefits & rewards, work ability & operating procedure, co-workers and nature of works. The major finding was that job satisfaction among these public employees was significantly dependent on work motivation and fair treatment. The document provides context on the importance of studying job satisfaction and reviews previous literature on defining and measuring job satisfaction.
The objectives of this research are to find out the effect of caring climate on nurse performance,
the effect of caring climate on job satisfaction, the effect of caring climate on work stress, the effect of job
satisfaction on nurse performance
Comparative Study of the Quality of Life, Quality of Work Life and Organisati...inventy
People’s lives are increasingly centred on work; they spend at least one-third of their time within the organisations that employ them. Investigating the factors that interfere with employees’ well-being and the organisational environment is becoming an increasing concern in organisations. This article identifies the criteria of the quality of life (QoL), quality of working life (QWL) and organisational climate instruments to point out their similarities. For bibliographic construction and data research, articles were sought in national and international journals, books and dissertations/articles in SciELO, Science Direct, Medline and Pub Med databases. The results show direct relationships amongst QoL, QWL and organisational climate instruments. The relationship between QoL and QWL instruments is based on fair compensation, social interaction, organisational communication, working conditions and functional capacity. QWL and organisational climate instruments are related through social interaction and interfaces. QoL and organisational climate instruments are related based on social interaction, organisational communication, and work conditions.
Stress in Women Employee; A study on influence of Age (With reference to Insu...IOSR Journals
Occupational stresses and causes work load and job nature that produced stresses among the insurance employees seek to identify in the present scenario of the insurance industry. The present study is about measuring the satisfaction level of females in an insurance sector and to evaluate the relationships between occupational stress, health and job satisfaction. The main aim of this study to measure the influence of age factors on occupational stress among insurance employees. And to evaluate the impact of occupational stress level on job satisfaction among the insurance employees. For this purpose a structured questionnaire was designed to collect information and statistical tool was applied on the data. The purpose of this study is occupational stressors among females in an insurance company.
Work-Related Musculoskeletal Disorders among Office Workers in Shahid Behesh...Health Educators Inc
This study assessed work-related musculoskeletal disorders (WMSDs) among 420 office workers in Shahid Beheshti University of Medical Sciences in Tehran, Iran. The most prevalent WMSD was lower back pain (13.3%), followed by neck pain (11%) and wrist pain (10.2%). Variables like age, gender, employment status, duration of pain, duration of treatment, and BMI were significantly related to WMSDs. Since WMSDs were prevalent, designing intervention studies and further research to confirm the results were recommended.
This study evaluated job stress and personal factors among workers at a military industry in Iran. A questionnaire was used to assess job stress, personal characteristics, and occupational variables for 149 employees. The mean job stress score was in the no stress range, but some variables like employment type, medication use, and accidents had a significant relationship with higher stress levels. Injured workers and those taking medication regularly reported more stress than others. The study found that job stress was higher for contract employees compared to permanent workers. More research is needed to examine stress levels for specific groups of employees.
This document summarizes a research article from the International Journal of Management that examines the relationships between self-leadership focused behavioral strategies, intrinsic and extrinsic motivation, and performance outcomes. The study aims to identify the direct and indirect effects of self-leadership on performance, and whether intrinsic and extrinsic motivation mediate this relationship. The study was conducted with 229 lecturers at Cenderawasih University using questionnaires and path analysis. Key findings were that self-leadership had a direct, positive effect on performance, and extrinsic motivation significantly mediated the relationship between self-leadership and performance, while intrinsic motivation did not.
This chapter reviews literature on factors that affect the performance of nursing staff. It discusses individual factors like motivation, perceptions and work experience. Organizational factors include management support, communication, and working conditions. Social factors involve community expectations and cultural values. Theoretical frameworks identify these factors and their influence on performance. The review forms a performance model to guide the study in developing strategies to enhance nursing staff performance.
International Journal of Business and Management Invention (IJBMI)inventionjournals
International Journal of Business and Management Invention (IJBMI) is an international journal intended for professionals and researchers in all fields of Business and Management. IJBMI publishes research articles and reviews within the whole field Business and Management, new teaching methods, assessment, validation and the impact of new technologies and it will continue to provide information on the latest trends and developments in this ever-expanding subject. The publications of papers are selected through double peer reviewed to ensure originality, relevance, and readability. The articles published in our journal can be accessed online.
(Impt review) does psychotherapy supervision contribute to patient outcomes? ...Daryl Chow
This article reviews 18 studies from 1981 to mid-2011 that examined the relationship between psychotherapy supervision and patient outcomes. The studies involved a range of mental health disciplines and used various research designs. While supervision is generally found to benefit supervisees, the research to date provides little clarity on whether supervision directly improves patient outcomes due to numerous methodological weaknesses across the studies. However, a few recent studies show promise in better addressing this question through stronger research designs that directly assess the supervision-patient outcome link. Overall, more rigorous research is still needed to determine if supervision can be empirically shown to contribute to patient well-being.
The Effect of Job Satisfaction on Organizational Commitment of Healthcare Per...IOSRJBM
The purpose of this study is to assess the effect of the job satisfaction of health care personnel on organizational commitment’s components. The data of the research were collected by way of a survey that was conducted on 501 health care workers who work in a public university hospital in Turkey. Structural equation modeling (path analysis) was conducted to test the hypotheses. From the results of the analyses, there was no statistically significant influence of intrinsic satisfaction on organizational commitment was found. Only extrintic satisfaction was determined significantly negative effect on continuance commitment and positive effect on normative commitment. In other words, an increase in the level of extrinsic satisfaction causes a decrease in continuance commitment and an increase in normative commitment.
Work-Family Factors and its Relationships Between Dispositional, Occupational...Waqas Tariq
This study was conducted to test the mediating effects of work-family factors on the relationships between dispositional and occupational characteristics as the independent variables and intention to stay as the dependent variable. By using self-administered research questionnaire, data was collected from 240 middle age single mother employees in Klang Valley, Malaysia. Samples were determined through simple random sampling method whereby six out of 24 single mother associations were selected to obtain research samples. Descriptive statistical analysis was conducted to describe the respondents. Pearson Product Moment Correlation was used to determine the relationships among variables and Structural Equation Modeling using AMOS version 16.0 was utilized for model testing and to verify the presence of mediation effects. Further, the Soble’s z-test was used to test whether the mediators carry the effect of the independent variables on the dependent variable. The findings indicated that there were positive relationships among variables. The results also established the presence of mediation effects between the independent and dependent variables. Organizations may utilize work-family factors as mechanism to promote longer retention among employees. Keywords: Intention to stay, work-family facilitation, family satisfaction, dispositional characteristics, occupational characteristics.
“Study of relationship between employees’ commitment, job satisfaction, job safety, job autonomy and employees’ turnover intention in a Construction Industry”
This study examined how hotel employees' perceived organizational support, psychological empowerment, organizational citizenship behavior, and job performance are related. A survey of 513 Taiwan hotel employees found that perceived organizational support and psychological empowerment positively influenced organizational citizenship behavior. Psychological empowerment and organizational citizenship behavior positively influenced job performance, while perceived organizational support did not. Organizational citizenship behavior partially mediated the relationships between perceived organizational support and job performance, and between psychological empowerment and job performance. The results suggest hotel managers should encourage behaviors beyond employees' regular duties to improve performance.
How Internal and External Business Effect Employee Turnover intention. AResea...Muneeb Ahsan
The document summarizes research on factors that influence employees' turnover intentions. It discusses how internal factors like work environment, relationships with supervisors, compensation, and job fit can impact turnover. External factors like alternative job opportunities are also explored. The literature review examines theories like Herzberg's two-factor theory and equity theory in relation to turnover intentions. The research aims to help organizations develop retention strategies by understanding what drives employees to leave. Future areas of study mentioned are career development, job enrichment, and work-life balance.
THE EFFECTS OF OCCUPATIONAL STRESS IN RESPECT OF PSYCHOLOGICAL STRESS ON OVER...IAEME Publication
The greater part of the analysis concentrates on the employee’s reflection over job fulfillment and this depends on many business related elements which is investigated as the factor that has a solid relationship that genuinely influences performance. Absence of satisfaction in work then again, is well on the way to drive workers to the goal to leave their place of employment. It is significant for organizations to have techniques that would hold their employees. It is getting to be basic for any concern or firm to discover approaches to relieve the impacts of occupation stress and low degrees of employment satisfaction. It was additionally referenced that there might be a high affinity for representatives who experience the stress, because of the job attributes, to make an evaluative judgment to leave their organization. It might be increasingly basic, in this manner, this investigation may help the organization in discovering approaches to execute a few intercessions that can improve the pressure factors that the workers appear to have in their activity. Along these lines, performance of the employees might be improved, fulfillment might be expanded, and turnover might be decreased, consequently adding to work dependability for both the employees and the organization. The two factors (mental pressure and physical pressure) have an immediate and positive effect on both occupation stress and aim to leave the activity, and an immediate and negative impact on satisfaction with the job. Then again, the investigation endeavors to distinguish whether occupation stress can straightforwardly influence the productivity of the workers.
Impact of work-life_balance_happiness_at_work_on_e1611SitiAlifah
This document summarizes a research article that investigated the relationship between work-life balance, happiness at work, and employee performance. The study was conducted through a survey of 289 employees at pharmaceutical companies in Jordan. The results indicated that work-life balance and happiness at work, as measured by job satisfaction, employee engagement, and organizational commitment, positively impacted employee performance. However, job satisfaction alone did not influence performance. The findings suggest that supporting work-life balance and cultivating happiness in the workplace can improve employee performance in the pharmaceutical industry in Jordan.
This document summarizes a research article about linking work-life balance to employee performance through job engagement, job satisfaction, and organizational commitment among nurses from Generation X. The document begins with definitions of employee performance, work-life balance, job engagement, job satisfaction, and organizational commitment. It then proposes relationships and hypotheses between work-life balance and these other variables, which are expected to positively impact employee performance. Specifically, it hypothesizes that work-life balance will positively impact job engagement, organizational commitment, job satisfaction, and ultimately employee performance. The goal of the research is to contribute to understanding how to improve performance among Generation X nurses through enhancing work-life balance.
This document discusses a study on the effect of motivation on employee retention in the hospitality industry, with a focus on the moderating role of relationship quality with direct managers. It provides an overview of relevant literature on employee retention, motivation, job satisfaction, and relationship quality with direct managers. The study proposes that motivation leads to job satisfaction, which leads to employee retention, and that relationship quality with direct managers moderates this effect. Good relationships can increase retention even when motivation is low, while poor relationships can decrease retention even when motivation is high. The conclusion is that both motivation and relationship quality impact retention.
This document summarizes a study that investigated the causes and impacts of job stress in the banking sector of Pakistan. The study examined how job demands, work-life conflict, and job stress relate to employee job behaviors like job performance and satisfaction, as well as outcomes like turnover intention and burnout. A questionnaire was administered to evaluate these relationships, and statistical analyses like regression, correlation, and reliability tests were used. The results showed that while job demands, work-life conflict, and job stress positively correlated with each other, job demands did not significantly impact job performance. Job stress was found to negatively impact job satisfaction, which in turn increased turnover intention and burnout. Organizational commitment also positively correlated with job satisfaction. The study
A Study Of The Effect Of Organization, Employees Opinion, Experience And Comm...IOSR Journals
Employees form the basis and foundation for the growth of the organization just like a seed giving
rise to a huge tree bearing fruits and vegetables. The employees promote the growth of an organization to
produce useful products beneficial to mankind and the country. Employee satisfaction is defined as “a function
of perceived performance and expectations”. The reasons such as high stress, lack of communication within the
company, recognition, good working conditions or limited growth opportunities force the employees to resign.
My study is focussed on determining the effect of some of the above stated reasons on the employees in order to
achieve maximum career success. To assess the degree of Employee Satisfaction, Questionnaires were
administered to the employees in the real estate company taking a random of seventy employees for the study
and the research methodology to be used for analysis of the study was descriptive and inferential statistics. The
validity of the questionnaire was tested, using the Cronbach Reliability Calculator software. Further, the
influences of demographics such as gender, age, educational qualification, designation and years of experience on their opinions were examined by Chi-Square Test and the effect of the Constructs on Employee Satisfaction were determined by Regression Analysis.
The document discusses a study on the relationship between employee satisfaction and work performance, absenteeism, and retention rates. The study examined these relationships through surveys and interviews of employees at a company. The results found a positive correlation between satisfaction and performance as well as commitment, though the relationship with absenteeism was less clear. Prior research also generally found positive correlations between satisfaction and commitment/performance as well as a link to turnover, though the link to performance was debated. The level of job complexity may also impact these relationships.
Running head EMPLOYEE WORK BEHAVIOR 1EMPLOYEE WORK BEHAVIOR.docxtodd271
Running head: EMPLOYEE WORK BEHAVIOR 1
EMPLOYEE WORK BEHAVIOR 6
Capella University
Course: Psy7868 Qual Design and analysis
Unit 4 Assignment 1
Instructor: Rosanne Roberts
February 10, 2020
Employee Work Behavior
Psychologist have conducted numerous studies regarding employee work behavior. Such studies have been geared at assisting managers in shaping employee behaviors in ways that maximize their productivity. Employee behavior is shaped by attitudes, cultural norms and the quality of work interactions. Employee behavioral studies are consequential in understanding the underlying motivations of workers in a work environment. There is a direct correlation between employee and organization behavior. This partly explains why I selected the topic.
Behavioral psychologists agree that the productivity of entity is premised on the staff behavior. Highly motivated employees tend to exhibit a positive behavior regarding the trajectory of an enterprise. However, psychologists generally disagree on ideal methods of inculcating positive behavior in a work setting. For instance, Abraham Maslow stipulates that business enterprises can positively shape the behavior of their employees by catering for their needs (Neher, 2017). Maslow argued that employees are mainly motivated to seek for job opportunities in order to satisfy necessities like food, security and shelter. An enterprise that adequately meets employee concerns in this arena will have motivated employees who exemplify positive work etiquette. The growing trend towards workaholism is another aspect of staff behavior that psychologists have been studying. Whereas personal attributes like a strive for greater achievement, perfectionism and motivation are responsible for the phenomenon, some studies have indicated otherwise (Andreassen & Pallesen, 2016). The tough economic environment has partially contributed to the trend. Employees are compelled to work overtime or undertake two jobs to make ends meet. This disputes the notion that workaholics are naturally born. Workaholism is an adaptive characteristic to a work environment. Workaholism is closely linked to excessive work patterns. The pattern can be attributed to the emergence of strict organization behaviors that emphasize on work quality and quantity (Kirrane, Breen & O'Connor, 2018). It is thereby common to find employees who work for long hours.
This topic aligns with my psychology specialization in many aspects. First, it provides a rationale for effective exploitation of human effort. The study of employee psychology in the execution of duties is crucial in determining whether an organization has instituted humane policies that encourage employee productivity (Bakker et al., 2013). Employees should not be mechanically exploited like machines. Secondly, employee behavioral studies are vital in explaining why some organization succeed while others fail. The secret lies on how the human resource is applied. The c.
DfforctTake Test Unit lAssessmentTest lnformation.docxcuddietheresa
Dfforc't
Take Test: Unit lAssessment
Test lnformation
Description
lnstructions Assessment lnstructions
Multiple Attempts Not allowed. This test can only be taken once.
Force Completion This test can be saved and resumed later.
!
t:
I
Question Completion Status:
QUESTTON 1 25 points Save Answer
Describe the similarities and differences that exist between inpatient healthcare facilities and outpatient
healthcare facilities. Give three examples of inpatient fucilities and three examples of outpatient facilities. Be
sure to include information about the seryices each facility named provides.
Your response must be at least 200 words in length.
Arial v 3(12pt) \,'
Path: p Words:0
QUESTTON 2 25 poinb Save Ansarer
Discuss the usage of data in health care today. As a heatthcare administrator, hcniv would you make the best
use of data that you have coiiected? Be sure to consider nationai data, state data, and facitrty clata rn your
answer.
Click Save and Submit to save and submit. Click Save All Answers to save oll answers.
Your response must be at least 200 words in length.
Path: p Words:0
QUESTION 3 25 points Save Answer
Discuss how expanded life spans and the new opportunities people have to obtain preventive health
screenings as a result of the Affordable Care Act have affected hcnar ofien peopte utilize healthcare services.
l--lYour re-sponse tnucf6e at leas{@i ,, Question Completion Status:
Path: p Words:0
QUESTTON 4 25 points Save Answer
You are the administrator of a 250-bed hospital in the Midwest. A recent report from your county tells you that
the population within a 2S-mile radius of your facility is getting younger. The median age has decreased from
35 years of age to 29 years of age, whlch is related to the opening of a new college campus. How will this
transition to a younger patient poputation afrect your facility? Are there services in your facility that may need to
be expanded? Are there services in your facility that many need to be reduced or eliminated? How might these
changes impact staffing for your facility?
Your response must be at leasi 200 words in length.
Arial \,, 3 (12pt) \,/
Click Save and Submit to sove ond submit. Click Save All Answers to save oll answers.
Full Terms & Conditions of access and use can be found at
https://www.tandfonline.com/action/journalInformation?journalCode=whrh20
Journal of Human Resources in Hospitality & Tourism
ISSN: 1533-2845 (Print) 1533-2853 (Online) Journal homepage: https://www.tandfonline.com/loi/whrh20
How do changes in human resource management
practices influence employee engagement?
A longitudinal study in a hotel chain in the
Philippines
Alfred Presbitero
To cite this article: Alfred Presbitero (2017) How do changes in human resource management
practices influence employee engagement? A longitudinal study in a hotel chain in the
Philippines, Journal of Human Resources in Hospitality & Tourism, 16:1, 56-70, DOI:
10.1080/15332845.2016.1202061
To l ...
The document summarizes a study that examined job satisfaction and burnout among Greek bank employees. 230 bank employees completed questionnaires measuring their job satisfaction using the Employee Satisfaction Inventory (ESI) and job burnout using the Maslach Burnout Inventory (MBI). The results showed that Greek bank employees reported high levels of both job satisfaction and job burnout. A strong negative correlation was also found between job satisfaction and burnout. The study provides insight into how Greek bank employees experience their work, but further research is needed to better understand job satisfaction and burnout in the Greek population.
This study examined the relationships between organizational resources, employee work engagement, service climate, employee performance as rated by customers, and customer loyalty. The researchers hypothesized that service climate would mediate the effects of resources and engagement on performance and loyalty. Employees from 114 service units provided data on resources, engagement, and climate, while customers provided ratings of performance and indicated loyalty. Structural equation modeling supported a full mediation model where resources and engagement predicted climate, which then predicted performance and loyalty. Additional analyses revealed potential reciprocal effects between climate and loyalty. The results provide support for service climate playing a mediating role in linking internal and external customer outcomes.
Job satisfaction in aging workforces an analysis of the USA,.docxdonnajames55
Job satisfaction in aging workforces: an analysis of the USA,
Japan and Germany
David Drabe
a
, Sven Hauff
b
and Nicole Franziska Richter
a
*
a
Institute for Human Resource Management and Organizations, Hamburg University of Technology,
Hamburg, Germany;
b
Institute for Human Resource Management, University of Hamburg,
Hamburg, Germany
In light of the dramatically aging workforces in many industrialized countries, age
diversity management will become a major challenge in human resource management.
To successfully handle an age-diverse workforce, it is crucial to understand how
employees of different ages can be motivated. This paper analyzes age’s moderating
role in the relationship between situational job characteristics and job satisfaction.
To control for the potential influence of the cultural and institutional context, we use
data from the USA, Japan and Germany. Findings show that older employees’ job
satisfaction is driven by different factors than younger employees: older employees put
more emphasis on good relationships with colleagues, while income, advancement
opportunities, job security and having an interesting job are less important. However,
these effects are mostly nation-dependent, which underlines the importance of
conducting cross-cultural or cross-national aging research.
Keywords: aging workforce; cross-cultural research; diversity management; human
resource management; job satisfaction
Introduction
Populations in most developed countries are declining and aging (OECD, 2006). This has
majoreffectsonworkforces:owingtotheshortageofyoungemployees,anincreasingaverage
age, and a potential rise in the statutory retirement age, organizations will be forced to recruit,
motivate and retain more older employees (Kunze, Boehm, & Bruch, 2011). Since to date
organizations have primarily concentrated on younger employees, age diversity management
will become a major challenge in human resource management (HRM), especially since it
changes more rapidly than other diversity dimensions such as gender, ethnicity or nationality
(Boehm, Baumgaertner, Dwertmann, & Kunze, 2011; Shore et al., 2009).
A key aspect of age-diverse workforce management is to develop an understanding of
how to motivate and satisfy older employees, since highly satisfied employees show lower
turnover intentions (DeConinck & Stilwell, 2004), lower absenteeism rates (Hausknecht,
Hiller, & Vance, 2008) and often better performance (Judge, Thoresen, Bono, & Patton,
2001), which optimizes a firm’s (strategic) business success. Several studies have
examined the relationship between age and job satisfaction, that is the question how job
satisfaction levels vary with age – for instance, does it take a curvilinear (Clark, Oswald,
& Warr, 1996; Snyder & Dietrich, 1992), a linear positive (Hunt & Saul, 1975; Lee &
Wilbur, 1985) or a negative form (Luthans & Thomas, 1989; Saleh & Otis, 1964).
However, relatively little is known about the determinants of.
Sample Report on Introduction to Management | Assignment PrimeAssignment Prime
The negative culture of workplace directly affect the productivity management ,morale and employee performance. This document report describes the effective solution for the negative culture of organization.
https://www.assignmentprime.com/management-assignment-help
A study on impact of job characteristics on key attitudesAlexander Decker
This document discusses a study on the impact of job characteristics on the attitudes of faculty members at professional educational institutes. The study examined how factors like promotional opportunities, task variety, pay satisfaction, and professional development related to faculty commitment levels and job satisfaction. A survey of 251 faculty members found that promotional opportunities, task variety, pay, and participation in decision making were positively associated with higher job satisfaction and affective commitment, while participation related to increased normative commitment. The document provides context on factors that influence organizational commitment and job satisfaction, and their relationship to job characteristics.
A study on impact of job characteristics on key attitudesAlexander Decker
The document discusses a study that examines the impact of job characteristics like promotional opportunities, task variety, pay satisfaction, and professional development on the job satisfaction and organizational commitment of faculty members at professional educational institutes. It reviews literature on job characteristics, organizational commitment, job satisfaction, and the relationship between these factors. The study aims to understand how job characteristics influence the job attitudes of faculty members.
(102) a study on improving work life balance ah authorsHariharanAmutha1
This study examines factors that influence work-life balance among employees in private commercial banks in India. The researchers conducted a study with 208 bank employees. They found that work overload, organizational support, and emotional intelligence were positively related to work-life balance, while job engagement and technological advancement were negatively related. Surprisingly, spiritual intelligence was not found to be related to work-life balance. The study used several existing measurement instruments and statistical analyses like confirmatory factor analysis to analyze the data. It identifies limitations like the sample only covering some banks and provides directions for future research with larger samples and considering demographic factors.
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This presentation is a curated compilation of PowerPoint diagrams and templates designed to illustrate 20 different digital transformation frameworks and models. These frameworks are based on recent industry trends and best practices, ensuring that the content remains relevant and up-to-date.
Key highlights include Microsoft's Digital Transformation Framework, which focuses on driving innovation and efficiency, and McKinsey's Ten Guiding Principles, which provide strategic insights for successful digital transformation. Additionally, Forrester's framework emphasizes enhancing customer experiences and modernizing IT infrastructure, while IDC's MaturityScape helps assess and develop organizational digital maturity. MIT's framework explores cutting-edge strategies for achieving digital success.
These materials are perfect for enhancing your business or classroom presentations, offering visual aids to supplement your insights. Please note that while comprehensive, these slides are intended as supplementary resources and may not be complete for standalone instructional purposes.
Frameworks/Models included:
Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
[To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations]
This PowerPoint compilation offers a comprehensive overview of 20 leading innovation management frameworks and methodologies, selected for their broad applicability across various industries and organizational contexts. These frameworks are valuable resources for a wide range of users, including business professionals, educators, and consultants.
Each framework is presented with visually engaging diagrams and templates, ensuring the content is both informative and appealing. While this compilation is thorough, please note that the slides are intended as supplementary resources and may not be sufficient for standalone instructional purposes.
This compilation is ideal for anyone looking to enhance their understanding of innovation management and drive meaningful change within their organization. Whether you aim to improve product development processes, enhance customer experiences, or drive digital transformation, these frameworks offer valuable insights and tools to help you achieve your goals.
INCLUDED FRAMEWORKS/MODELS:
1. Stanford’s Design Thinking
2. IDEO’s Human-Centered Design
3. Strategyzer’s Business Model Innovation
4. Lean Startup Methodology
5. Agile Innovation Framework
6. Doblin’s Ten Types of Innovation
7. McKinsey’s Three Horizons of Growth
8. Customer Journey Map
9. Christensen’s Disruptive Innovation Theory
10. Blue Ocean Strategy
11. Strategyn’s Jobs-To-Be-Done (JTBD) Framework with Job Map
12. Design Sprint Framework
13. The Double Diamond
14. Lean Six Sigma DMAIC
15. TRIZ Problem-Solving Framework
16. Edward de Bono’s Six Thinking Hats
17. Stage-Gate Model
18. Toyota’s Six Steps of Kaizen
19. Microsoft’s Digital Transformation Framework
20. Design for Six Sigma (DFSS)
To download this presentation, visit:
https://www.oeconsulting.com.sg/training-presentations
❼❷⓿❺❻❷❽❷❼❽ Dpboss Matka Result Satta Matka Guessing Satta Fix jodi Kalyan Final ank Satta Matka Dpbos Final ank Satta Matta Matka 143 Kalyan Matka Guessing Final Matka Final ank Today Matka 420 Satta Batta Satta 143 Kalyan Chart Main Bazar Chart vip Matka Guessing Dpboss 143 Guessing Kalyan night
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
The Genesis of BriansClub.cm Famous Dark WEb PlatformSabaaSudozai
BriansClub.cm, a famous platform on the dark web, has become one of the most infamous carding marketplaces, specializing in the sale of stolen credit card data.
How are Lilac French Bulldogs Beauty Charming the World and Capturing Hearts....Lacey Max
“After being the most listed dog breed in the United States for 31
years in a row, the Labrador Retriever has dropped to second place
in the American Kennel Club's annual survey of the country's most
popular canines. The French Bulldog is the new top dog in the
United States as of 2022. The stylish puppy has ascended the
rankings in rapid time despite having health concerns and limited
color choices.”
Anny Serafina Love - Letter of Recommendation by Kellen Harkins, MS.AnnySerafinaLove
This letter, written by Kellen Harkins, Course Director at Full Sail University, commends Anny Love's exemplary performance in the Video Sharing Platforms class. It highlights her dedication, willingness to challenge herself, and exceptional skills in production, editing, and marketing across various video platforms like YouTube, TikTok, and Instagram.
NIMA2024 | De toegevoegde waarde van DEI en ESG in campagnes | Nathalie Lam |...BBPMedia1
Nathalie zal delen hoe DEI en ESG een fundamentele rol kunnen spelen in je merkstrategie en je de juiste aansluiting kan creëren met je doelgroep. Door middel van voorbeelden en simpele handvatten toont ze hoe dit in jouw organisatie toegepast kan worden.
Best Competitive Marble Pricing in Dubai - ☎ 9928909666Stone Art Hub
Stone Art Hub offers the best competitive Marble Pricing in Dubai, ensuring affordability without compromising quality. With a wide range of exquisite marble options to choose from, you can enhance your spaces with elegance and sophistication. For inquiries or orders, contact us at ☎ 9928909666. Experience luxury at unbeatable prices.
Cover Story - China's Investment Leader - Dr. Alyce SUmsthrill
In World Expo 2010 Shanghai – the most visited Expo in the World History
https://www.britannica.com/event/Expo-Shanghai-2010
China’s official organizer of the Expo, CCPIT (China Council for the Promotion of International Trade https://en.ccpit.org/) has chosen Dr. Alyce Su as the Cover Person with Cover Story, in the Expo’s official magazine distributed throughout the Expo, showcasing China’s New Generation of Leaders to the World.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Tastemy Pandit
Know what your zodiac sign says about your taste in food! Explore how the 12 zodiac signs influence your culinary preferences with insights from MyPandit. Dive into astrology and flavors!
Presentation by Herman Kienhuis (Curiosity VC) on Investing in AI for ABS Alu...Herman Kienhuis
Presentation by Herman Kienhuis (Curiosity VC) on developments in AI, the venture capital investment landscape and Curiosity VC's approach to investing, at the alumni event of Amsterdam Business School (University of Amsterdam) on June 13, 2024 in Amsterdam.
HR search is critical to a company's success because it ensures the correct people are in place. HR search integrates workforce capabilities with company goals by painstakingly identifying, screening, and employing qualified candidates, supporting innovation, productivity, and growth. Efficient talent acquisition improves teamwork while encouraging collaboration. Also, it reduces turnover, saves money, and ensures consistency. Furthermore, HR search discovers and develops leadership potential, resulting in a strong pipeline of future leaders. Finally, this strategic approach to recruitment enables businesses to respond to market changes, beat competitors, and achieve long-term success.
The APCO Geopolitical Radar - Q3 2024 The Global Operating Environment for Bu...APCO
The Radar reflects input from APCO’s teams located around the world. It distils a host of interconnected events and trends into insights to inform operational and strategic decisions. Issues covered in this edition include:
2. deteriorating relationship between service employees and customers, where service employees
are treated unjustly and consequently customers are unable to enjoy a good service experience.
Workplace incivility is widespread. Research has shown that most employees have
experienced workplace incivility. For instance, Cortina et al. (2001) reported that 71% of the
included US workers had experienced workplace incivility; moreover, Porath and Pearson
(2010) indicated that 96% of the included employees had experienced workplace incivility and
99% had witnessed it. Nevertheless, because intention behind workplace incivility is generally
unclear and harm caused to receiving party is often minor, managers rarely perceive it as
problematic and may pay little regard to it; consequently, they do not implement intervention
mechanisms against incivility; neglect or even disregard such behavior for an extended period
of time (Pearson et al., 2001); and lack an awareness or alertness of its negative effects.
Workplace incivility may even reduce employee job satisfaction and productivity and increase
instances of job burnout and intention to leave, eventually compromising employee well-being
and organizational performance (Lewis and Malecha, 2011; Han et al., 2016).
In the domains of tourism and hospitality, work engagement and job performance are
crucial research topics (Baum et al., 2016). Work engagement reflects the positive work-
related mental state of an employee (Schaufeli and Bakker, 2004); moreover, it is considered
an important indicator of work attitude and behavior (Baum et al., 2016), with effects contrary
to those of job burnout (Maslach and Leiter, 1997; Schaufeli and Bakker, 2004). Studies have
contended that work engagement and job burnout carry varying connotations and thus
cannot be measured similarly; nevertheless, the two are closely related (Schaufeli et al., 2002).
Customer incivility and coworker incivility are harmful and unfavorable job demands and
external pressures imposed by customers and coworkers, respectively. Laschinger et al.
(2009) and Han et al. (2016) have demonstrated that these can lead to job burnout and thus
reduce work engagement. Furthermore, the job demands–resources (JD-R) model (Demerouti
et al., 2001) and stress-coping model (Lazarus, 1999) suggest that external pressure and job
demands negatively affect job performance by causing strain and dissatisfaction. Employee
job performance is critical to company operational efficiency and effectiveness. Moreover,
Lim et al. (2008) and Sliter et al. (2012) have confirmed that coworker incivility and customer
incivility affect work engagement negatively. However, the effects of such incivility on the
work engagement of frontline employees in the hospitality industry and the differences in
these effects have not been studied (Schilpzand et al., 2016). Work engagement reflects the
work attitude of employees. Comparing the effects of coworker and customer incivility on
work engagement can aid managers in prioritizing improvement strategies. Therefore, the
present study investigated and compared these effects on frontline hospitality employees.
Work engagement is a positive and active attitude toward working (Kahn, 1990). This
intrinsic motivation drives individuals to become engrossed in their work (Zhang and Bartol,
2010), thereby elevating their job performance (Salanova et al., 2005). Studies have shown that
work engagement has a positive effect on job performance (Salanova et al., 2005; Halbesleben
and Wheeler, 2008; Rich et al., 2010; Christian et al., 2011; Karatepe and Aga, 2016). However,
studies on the effect of frontline employees’ work engagement on their job performance have
been scarce. Accordingly, this study assessed the effect of hospitality industry frontline
employees’ work engagement on their job performance.
Literature review and hypotheses
Workplace incivility
Workplace incivility as a concept was introduced by Katz (1964) when proposing the idea of
“extra-role behavior.” Relevant studies thereafter investigated positive and active employee
behavior in organizations, but by the 1990s, their focus had shifted to negative and passive
employee behaviors and the related effects. Robinson and Bennett (1995) noted that focus of
discussion on extra-role behavior is organizational citizenship behavior. However, these
JHTI
3. discussions ignore the dark side of human nature and negative attitudes and behaviors that it
creates. Thus, Robinson and Bennett (1995) recommended that systematic and in-depth research
be performed to explore problems arising from employees’ “dark” or unfavorable behaviors.
Studying employees’ negative behaviors subsequently became a trend. However, the
majority of these studies focused on high-intensity, highly noticeable negative behaviors
such as aggressive and violent behavior (Baron and Neuman, 1996; Douglas and Martinko,
2001; Yang et al., 2012; Ram, 2018), bullying behavior (Hershcovis, 2011; Glasø et al., 2011;
Nielsen et al., 2012; Hsu et al., 2019), deviant behavior (Yen and Teng, 2013; Robinson et al.,
2014; Lugosi, 2019), antisocial behavior (Robinson and O’Leary-Kelly, 1998; Lee et al., 2005),
employee theft (Goh and Kong, 2016) and intentional food wastage (Goh and Jie, 2019).
Subsequently, studies began to concentrate on low-intensity behaviors that have
unnoticeable intentions to harm but violate the principle of mutual respect, with incivility
becoming one of the focuses of such research (Andersson and Pearson, 1999; Cortina et al.,
2001). Anderson and Pearson (1999) defined incivility as low-intensity deviant behavior that
violates the principle of mutual respect in the workplace and has an unclear intention of
harming the subject in question. Some scholars view workplace incivility as the opposite of
prosocial organizational behavior or organizational citizenship behavior (Morrow et al., 2011),
whereas some view it a negative, lower-intensity workplace behavior. Workplace incivility
includes sycophancy, inconsiderateness and aggressive behavior such as engaging in violent
attacks, sexual harassment, bullying and destructive behavior as well as forming cliques and
causing trouble (Anderson and Pearson, 1999; Lim and Cortina, 2005; Estes and Wang, 2008;
Schilpzand et al., 2016).
Morrow et al. (2011) noted that workplace incivility features the following characteristics –
rule violation, unclear intention and low intensity. Rule violation refers to actors violating the
norms of social interaction; unclear intention refers to actors having or not having the
subjective intent to harm others; and low intensity refers to actors not displaying violent
behavior such as physical or verbal attacks.
The stress-coping model posits that external pressure can spark a series of emotional and
cognitive processes in an individual (Lazarus, 1999). Consequently, employees encountering
workplace incivility will experience two “how to” stages, namely “how to feel” (emotional
assessment) and “how to respond” (cognitive choice). Such seemingly trivial mistreatment
may lead to employees’ long-term dissatisfaction that, in turn, escalates into workplace
aggression and serious interpersonal conflicts (Anderson and Pearson, 1999). These events
form a negative spiral and can have serious negative effects on individual and organizational
performance (Estes and Wang, 2008; Lim et al., 2008; Pearson et al., 2000; Porath and Pearson,
2012; Schilpzand et al., 2016).
Coworker incivility and customer incivility
Workplace incivility can be divided into coworker incivility and customer incivility.
Coworker incivility occurs between company employees. Typical coworker incivility
includes passive or negative interpersonal interactions such as not saying please or thank
you, ignoring others, vilifying others, excluding others from the group, behaving violently
toward others and shouting. Such behaviors often have negative effects such as emotional
exhaustion (Hur et al., 2016), job burnout (Laschinger et al., 2009), increased work effort
(Sakurai and Jex, 2012), employee incivility toward customers (Torres et al., 2017), withdrawal
(Lim and Cortina, 2005; Sliter et al., 2012), reduced job satisfaction (Laschinger et al., 2009;
Chen and Wang, 2019), decreased organizational commitment (Laschinger et al., 2009),
decreased job performance (Lim et al., 2008; Sliter et al., 2012; Arasli et al., 2018), intention to
leave (Laschinger et al., 2009; Chen and Wang, 2019) and inferior psychological well-being
(Lim and Cortina, 2005), all of which may lead to family–work conflicts (Lim and Lee, 2011)
and decreased marital satisfaction (Ferguson, 2011).
Workplace
incivility,
engagement,
andperformance
4. Customer incivility is similar to coworker incivility; however, the perpetrators are from
outside of the organization. Moreover, customer incivility has negative effects, which result in
negative emotional experiences (Torres et al., 2017), faking positive emotions and repressing
negative emotions (e.g. emotional labor; Sliter et al., 2010), coworker incivility (Torres et al.,
2017), employee incivility toward customers (Torres et al., 2017), inhibited emotional
regulation (Adams and Webster, 2013), increased job demands (Van Jaarsveld et al., 2010),
emotional exhaustion (van Jaarsveld et al., 2010; Hur et al., 2016), job burnout (Han et al., 2016),
withdrawal (Sliter et al., 2012), decreased job performance (Sliter et al., 2012; Arasli et al., 2018)
and reduced job satisfaction (Wright and Cropanzano, 1998). In addition, customer incivility
may lead to coworker incivility (van Jaarsveld et al., 2010; Walker et al., 2014).
Work engagement
Kahn (1990) introduced the work engagement concept and asserted that work engagement
entails company employees controlling and utilizing their selves to become closer to their job
roles. This concept maintains that employees fully committed to their work are also more
willing to work and that this “willingness” elevates their job performance (Salanova et al.,
2005). In addition, work engagement reflects individuals’ mastery of the skills required by the
work itself. Individuals with high work engagement connect their personal values and their
work together to fulfill their physiological, cognitive and emotional selves, thereby enabling
them to take the initiative and be dedicated to their work (Kahn, 1990).
Work engagement – a positive, self-realizing mental state in which an individual feels
connected to his or her work (Schaufeli and Bakker, 2004) – consists of three dimensions
(Salanova et al., 2005): (1) vigor, characterized by high energy levels during work, willingness
to devote effort to work and perseverance in the face of adversity; (2) dedication,
characterized by strong work involvement and senses of enthusiasm, significance,
confidence and fearlessness in the face of challenges; and (3) absorption, characterized by
full concentration on work, a state in which time passes quickly and detachment from work
becomes difficult, to the extent that external affairs are unlikely to influence job performance.
Job performance
Job performance is the behavior exhibited and performance delivered by an organization
member to fulfill the expectations, regulations or formal roles of the organization (Campbell
et al., 1990). In brief, job performance refers to organizational goal-related behaviors exhibited
by an individual under self-control (Campbell et al., 1993). Borman and Motowidlo (1993)
defined job performance as all actions taken to achieve organizational goals, and they
indicated that the contributions made by such behaviors can be measured.
Hypotheses
Albrecht et al. (2015) and Bakker and Albrecht (2018) have proposed theoretical frameworks and
models of factors influencing work engagement (e.g. job resource and job demands) or
consequences of work engagement (e.g. attitude, performance and behavior). The JD-R model is
popular for understanding how job characteristics engender thestrain or well-being ofemployees
inanorganization(Demeroutietal.,2001).Highjobdemandscausestrainandhinderperformance,
whereas abundant resources result in high motivation and productivity. Per the JD-R model,
workplaceincivilityisconsideredajobdemandinanorganizationandmaythushamperemployee
work engagement and performance from the perspective (Demerouti et al., 2001).
Workplace incivility is not a rare phenomenon. Research has shown that most employees
have experienced or witnessed workplace incivility (Cortina et al., 2001; Porath and Pearson,
2010; Sliter et al., 2012; Schilpzand et al., 2016). Hospitality industry is no exception to this
phenomenon,andstudiesonworkplaceincivilityhavebeenconductedintheindustry(Hanetal.,
2016;Alolaetal.,2019;ChenandWang,2019).Workplaceincivilitycanbedividedintocoworker
incivility and customer incivility. Studies have shown that coworker incivility may trigger job
JHTI
5. burnout(Laschingeretal.,2009),whichistheoppositeofworkengagement(MaslachandLeiter,
1997;SchaufeliandBakker,2004).Employeeswhoexperiencejobburnoutwillnotbeengagedin
their work (Schaufeli and Bakker, 2004), and studies have confirmed that coworker incivility
lowersemployeejob performance(Limetal., 2008; Sliteret al., 2012; Arasliet al., 2018).Coworker
incivility potentially leads to enduring and harmful demands and pressure. Per the JD-R
(Demeroutietal.,2001)andstress-coping(Lazarus,1999)models,coworkerincivilitymayreduce
work engagement and hamper job performance; therefore, we propose H1 and H2:
H1. Coworker incivility negatively affects the work engagement of frontline employees.
H2. Coworker incivility negatively affects the job performance of frontline employees.
Customer incivility has become a common phenomenon in the hospitality industry (Han et al.,
2016; Torres et al., 2017) and may lead to job burnout in employees in this industry (e.g. Han
et al., 2016), and many scholars have agreed that job burnout is the opposite of work
engagement (Maslach and Leiter, 1997; Schaufeli and Bakker, 2004). Job burnout prevents
employees from becoming immersed in their work (Schaufeli and Bakker, 2004). Per the JD-R
(Demerouti et al., 2001) and stress-coping (Lazarus, 1999) models, several negative
consequences of job demands and pressure can hinder an individual’s performance. In
addition, customer incivility can jeopardize employee performance (e.g. Lim et al., 2008; Sliter
et al., 2012; Arasli et al., 2018). Thus, we propose H3 and H4:
H3. Customer incivility negatively affects the work engagement of frontline employees.
H4. Customer incivility negatively affects the job performance of frontline employees.
Work engagement is a positive and active attitude toward working (Kahn, 1990). This
intrinsic motivation drives individuals to become engrossed in their work (Zhang and Bartol,
2010), thereby improving their job performance (Salanova et al., 2005). Studies have shown
that work engagement has a positive effect on job performance (Salanova et al., 2005;
Halbesleben and Wheeler, 2008; Rich et al., 2010; Christian et al., 2011; Breevaart et al., 2015;
Karatepe and Aga, 2016; Shin et al., 2020). However, in the context of hospitality, studies on
the effect of frontline employees’ work engagement on their job performance have been scant
(Karatepe and Olugbade, 2016; Kim and Koo, 2017).
Our review of hospitality industry–related studies revealed only a few studies on work
engagement and job performance (e.g. Karatepe and Olugbade, 2016; Kim and Koo, 2017).
Karatepe (2013) and Karatepe and Olugbade (2016) have indicated that work engagement
improves job performance. However, Kim and Koo (2017) revealed that the work engagement–
job performance relationship is nonsignificant. Work engagement demonstrated a
nonsignificant innovative behavior–mediated effect on job performance. Management-related
studies have reported that work engagement positively affects job performance in various
industries (Salanova et al., 2005; Halbesleben and Wheeler, 2008; Rich et al., 2010; Christian et al.,
2011; Breevaart et al., 2015; Karatepe and Aga, 2016; Shin et al., 2020). Therefore, we propose H5:
H5. Work engagement positively affects job performance of frontline employees.
On the basis of the hypotheses, the following framework was formed (see Figure 1):
Coworker
incivility
Customer
incivility
Work
engagement
Job performance
H1
H2
H3
H4
H5
Figure 1.
Research framework
Workplace
incivility,
engagement,
andperformance
6. Research methods
Study sample
According to the Act for the Development of Tourism enacted by the Taiwanese government,
accommodation enterprises are divided into tourist hotel enterprises, hotel enterprises and
homestay facilities. Tourist hotels have more employees and facilities than do hotels
and homestay facilities and thus can provide international and domestic tourists with lodging
and related services. Therefore, these hotels are highly representative of the hospitality
industry. The frequency and intensity of interaction between frontline employees and their
coworkers or customers are extremely high in these hotels. To investigate the incivility and
characteristics of hospitality industry workplaces, this study recruited frontline employees
from tourist hotels as study participants. Because complete contact information could not be
obtained for this population, convenience sampling was employed. A structured
questionnaire was used for data collection from October and November of 2018.
Questionnaire design
Because coworker incivility, customer incivility and work engagement are perceived
subjectively by frontline employees, questions of these aspects were answered by frontline
employees. By comparison, job performance is an organization’s evaluation of its employees’
performance according to job standards and norms. To avoid frontline employees from
“overinflating” their job performance scores, questions related to job performance were
answered by their immediate supervisors.
This study used employee–supervisor paired questionnaires for data collection. The
employee questionnaire contained scales measuring coworker incivility, customer incivility,
work engagement and social desirability, whereas the supervisor questionnaire included a
scale measuring the job performance of the employees. Participants were invited from the
authors’ social networks and with the assistance of human resource managers at tourist
hotels. Frontline employees and their immediate supervisors were invited to participate in
this study. The employee and supervisor questionnaires were delivered and collected in
sealed envelopes to ensure anonymity. The paired questionnaires were valid only if the
supervisor and employee questionnaire responses were collected at the same time.
To measure coworker and customer incivility, this study adopted the workplace incivility
scale (1 dimension and 7 items) by Cortina et al. (2001) and the customer incivility scale
(1 dimension and 11 items) by Sliter et al. (2012) – both of which are five-point Likert scales
(1 5 never and 5 5 frequently).
To measure work engagement, this study adopted the Utrecht work engagement scale
introduced by Schaufeli et al. (2002). The scale comprises three dimensions: vigor, dedication
and absorption, which contain six, five and six items, respectively. To measure job
performance, this study employed the service performance scale proposed by Liao and
Chuang (2004), which comprises one dimension and seven items. The scales were scored
using a five-point Likert scale (1 5 strongly disagree and 5 5 strongly agree).
The use of self-report scales to measure organizational behavior–related variables is
prone to social desirability bias, leading to study results that deviate from the true results. To
solve this problem, this study included social desirability–related items to assess the social
desirability effect and test the common method biases. To measure social desirability, the
short-form version of the Marlowe–Crowne scale presented by Reynolds (1982) was adopted.
The scale comprises 13 items with “yes” or “no” answers. Of the 13 items, seven are negatively
worded and six are positively worded. Please see the appendix for details.
Research results
To the 500 paired questionnaires distributed, 312 responses were valid (valid response
rate 5 62.4%). The majority of the participants were female (70.5%), young (aged 21–30
JHTI
7. [56.4%] and 31–40 [27.2%]), university or junior college graduates (83.3%) and single (76.9%).
In addition, most earned NT$20,001–30,000 a month (56.4%) (followed by NT$30,001–40,000
a month [15.4%]), had worked at their current company for three years or less (67.3%) and
worked in the food and beverage department (54.5%) (followed by the customer service
department [33.0%]) (see Table 1). Our sample’s characteristics were consistent with the
hospitality workforce: more employees were female, and they were relatively young (Chen
and Wang, 2019; Goh and Okumus, 2020).
Few survey data (<1%) were missing, and these were imputed using a mean substitution
technique. The mean value of a variable was thus used in place of missing values of that
variable. Overall, the participants perceived moderate coworker incivility; the means of the
coworker incivility–related indicators (i.e. W1–W7) all lay on the two sides of the median (i.e.
3), signifying that the frequency of coworker incivility was within an acceptable range. By
contrast, most of the participants perceived relatively high customer incivility (i.e. all
indicator (C1–C11) scores were higher than 3.5); exhibited relatively high work engagement
(i.e. their vigor (V), dedication (D) and absorption (A) all had means higher than 3.5); and
displayed favorable job performance (i.e. their P1–P7 means were all higher than 3.5). For
each item, the kurtosis (ranging from 0.653 to 0.521) and skewness (ranging from 0.798 to
0.792) supported the normality of the survey data. All variables had Cronbach’s α scored
higher than 0.8, which confirmed the reliability of the scales.
A social desirability score was obtained by counting the socially desirable events reported
by the participants. The mean of the social desirability scale was 5.869, indicating low
correlation between social desirability and the other variables (correlation coefficients
ranging from 0.137 to 0.149) and signifying that the study participants’ answers were
relatively unaffected by social desirability and common method biases. Moreover, none of the
correlation coefficients between the variables had an absolute value that exceeded 1 under a
95% confidence interval, verifying that the scale had favorable discriminant validity.
Demographic characteristics n %
Gender Male 92 29.5
Female 220 70.5
Age 20 and below 18 5.8
21–30 176 56.4
31–40 85 27.2
41–50 22 7.1
51 and above 11 3.5
Education High school 34 10.9
College/university 260 83.3
Graduate school 18 5.8
Marital status Single 240 76.9
Married 72 23.1
Monthly income NT$20,000 and below 43 13.8
NT$20,001–30,000 176 56.4
NT$30,001–40,000 48 15.4
NT$40,001–50,000 30 9.6
NT$50,001 and above 15 4.8
Duration 3 years and below 210 67.3
4–6 years 62 19.9
7 years and above 40 12.8
Department Food and beverage 170 54.5
Customer service 103 33.0
Others 39 12.5
Table 1.
Sample profile
Workplace
incivility,
engagement,
andperformance
8. Partial least squares–structural equation modeling (SEM) – which enables simultaneous
analysis of hypothesized relationships and provides various superior statistical properties
compared with other statistical tools (e.g. regression and covariance-based SEM) – was
adopted to test our current hypotheses. The measurement models showed factor loading
coefficients between 0.711 and 0.950 and t values that reached significant levels, confirming
the validity of each indicator. The reliability (R2
) of each indicator ranged between 0.505 and
0.903, which confirmed their reliability. The composite reliability coefficients of the latent
variables ranged between 0.905 and 0.984, and the average variance extracted ranged
between 0.720 and 0.895, verifying the reliability and validity of the latent variables (see
Table 2).
Concerning the structural models, coworker incivility and work engagement had a path
coefficient of 0.553 (f2
5 0.535; q2
5 0.252), whereas customer incivility and work
engagement had a path coefficient of 0.404 (f2
5 0.268; q2
5 0.173); both incivilities reached
significance. R2
equaled 0.858, indicating that coworker incivility and customer incivility
explained 85.8% of variance in work engagement. Regarding the effects of coworker
incivility and customer incivility on work engagement, the effect of coworker incivility was
stronger. The path coefficients of coworker incivility, customer incivility and work
engagement to job performance were 0.211 (f2
5 0.017; q2
5 0.009), 0.125 (f2
5 0.006;
q2
5 0.001) and 0.720 (f2
5 0.202; q2
5 0.147), respectively. This indicated that only customer
incivility did not have a significant effect on job performance. R2
equaled 0.648, showing that
Variables M (SD)
Factor
loading t
Error
variance t R2
Cr (α) AVE
W1 2.984 0.763 0.835 48.860 0.155 36.259 0.697 0.958 (0.949) 0.767
W2 2.974 0.765 0.858 53.446 0.163 42.938 0.735
W3 2.862 0.697 0.902 85.646 0.168 49.869 0.814
W4 2.907 0.753 0.906 92.336 0.167 50.115 0.821
W5 2.817 0.723 0.929 116.240 0.172 55.555 0.864
W6 3.013 0.806 0.891 77.861 0.166 48.861 0.794
W7 3.039 0.712 0.804 45.714 0.149 36.383 0.647
C1 3.744 0.542 0.867 47.878 0.114 38.408 0.753 0.966 (0.961) 0.720
C2 3.692 0.533 0.875 51.738 0.107 31.901 0.765
C3 3.753 0.561 0.876 54.311 0.114 44.863 0.768
C4 3.689 0.510 0.897 53.476 0.112 43.125 0.804
C5 3.718 0.529 0.857 44.846 0.113 36.475 0.734
C6 3.712 0.514 0.867 43.906 0.109 40.758 0.751
C7 3.721 0.522 0.855 41.514 0.110 40.884 0.730
C8 3.699 0.525 0.885 49.094 0.111 47.820 0.783
C9 3.708 0.502 0.880 47.789 0.109 38.069 0.774
C10 3.571 0.591 0.711 23.029 0.085 21.934 0.505
C11 3.609 0.574 0.742 25.521 0.089 23.263 0.551
V 3.501 0.486 0.880 63.480 0.376 43.122 0.775 0.905 (0.842) 0.760
D 3.608 0.566 0.879 58.906 0.380 43.984 0.772
A 3.534 0.535 0.856 48.865 0.392 44.634 0.733
P1 3.824 0.707 0.945 105.077 0.155 54.682 0.893 0.984 (0.980) 0.895
P2 3.792 0.684 0.948 103.149 0.146 57.169 0.899
P3 3.766 0.694 0.950 108.500 0.147 62.567 0.903
P4 3.824 0.688 0.949 107.556 0.151 62.495 0.901
P5 3.728 0.671 0.947 108.610 0.153 58.283 0.897
P6 3.718 0.720 0.937 94.132 0.151 52.961 0.879
P7 3.737 0.705 0.945 109.070 0.153 49.944 0.893
Note(s): *p < 0.05
Table 2.
Results of
measurement model
JHTI
9. coworker incivility, customer incivility and work engagement explained 64.8% of variance in
job performance. Accordingly, H1, H2, H3 and H5 were supported and H4 was not supported
(see Table 3).
In-depth comparison of the effects of coworker and customer incivility on job performance
revealed that coworker incivility had both significant direct ( 0.211) and indirect ( 0.397)
effects, where the indirect effect accounted for 65.3% (i.e. 0.397/ 0.608) of the overall effect.
Customer incivility demonstrated a nonsignificant direct effect on job performance but a
significant indirect effect (i.e. 0.291). The overall effect of customer incivility on job
performance was significant ( 0.166). Nevertheless, the overall effect of customer incivility
on job performance was merely 27.3% of that of coworker incivility. Employee encounters
with uncivil customers may be one-time occurrences, whereas those with an uncivil coworker
may be frequent. Thus, Schilpzand et al. (2016) presumed that customer incivility is less
detrimental than coworker incivility. Our current empirical evidence corroborates this
presumption for the first time.
Conclusion and recommendations
Conclusions
Our empirical results demonstrate the negative effects of both customer incivility and
coworker incivility on frontline employees’ work engagement: coworker incivility had a
stronger negative effect on work engagement than did customer incivility; furthermore,
coworker incivility and work engagement respectively demonstrated negative and positive
effects on job performance, whereas customer incivility demonstrated no effect on job
performance.
Theoretical implications
Topics related to workplace incivility have been studied extensively in management fields
(Schilpzand et al., 2016). In the field of hospitality, how customer incivility affects job burnout
and the turnover intentions of frontline employees in restaurants and hotels has been studied
(Han et al., 2016; Alola et al., 2019; Chen and Wang, 2019); however, studies comparing the
effects of coworker and customer incivility are rare. In addition, few studies have focused on
how these factors affect job performance or work engagement or on how work engagement
affects job performance in the hospitality industry. Furthermore, relatively little is known
about whether incivility from different sources (i.e. coworkers and customers) can lead to
varied outcomes or severities (Schilpzand et al., 2016). Therefore, this study empirically
examined and compared the effects of coworker incivility and customer incivility on the work
Relationship Direct effect Indirect effect Total effect
Coworker incivility → Work
engagement
0.553* (t 5 14.506) – 0.553* (t 5 14.506)
Customer incivility → Work
engagement
0.404* (t 5 10.453) – 0.404* (t 5 10.453)
Coworker incivility → Job
performance
0.211* (t 5 2.619) 0.397* (t 5 12.114) 0.608* (t 5 8.283)
Customer incivility → Job
performance
0.125 (t 5 1.593) 0.291* (t 5 7.864) 0.166* (t 5 2.163)
Work engagement → Job
performance
0.720* (t 5 9.157) – 0.720* (t 5 9.157)
Note(s): *p < 0.05
Table 3.
Coefficients of direct
effect, indirect effect
and total effect
Workplace
incivility,
engagement,
andperformance
10. engagement and job performance of frontline employees in the hospitality industry, the
results of which can be used as a reference for use in subsequent studies and management
fields. Furthermore, the current results indicate that customer incivility may not affect job
performance negatively. Thus, the mechanism underlying the customer incivility–job
performance relationship (i.e. fostering or hindering factors) warrants further research.
Practical implications
Our current results reveal that customer and coworker incivility reduce the work engagement
and job performance of frontline employees, with coworker incivility having the stronger
effect – corroborating the findings of Lim et al. (2008), Sliter et al. (2012) and Arasli et al. (2018)
and the presumption of Schilpzand et al. (2016). Thus, unhealthy working environments may
trigger workplace incivility (Chen and Wang, 2019). Frontline employees have long working
hours and heavy workloads. The physical and emotional burdens on frontline employees are
thus considerable; therefore, human resource requirements are high, and reasonable
scheduling and timely organizational support are crucial. Furthermore, people tend to act less
civilly toward outgroup members rather than toward in-group members (Cortina, 2008). A
good organizational climate allows employees to generate a sense of social identity. Thus,
upper management in hotels must pay close attention to coworker incivility in and host
regular cultural and recreational activities to relieve employees’ work stress and ensure close
employee relationships – all to prevent the detrimental effects of coworker incivility on
employee work engagement and job performance.
Customer incivility had a significant effect on work engagement, and customer incivility
also had an indirect effect on employee job performance through work engagement. This
study demonstrated for the first time that work engagement mediates the customer
incivility–job performance relationship. Moreover, because customer incivility is a burden on
frontline employees, they consider social support from their immediate supervisors a vital
resource (Demerouti et al., 2001). Therefore, upper management in hotels must look out for
instances of customer incivility, provide timely support and assistance to frontline employees
and stand up to protect their frontline employees’ dignity and rights when they suffer
unreasonable treatment and bullying. These efforts will prevent frontline employees’ work
engagement from worsening and possibly compromising their job performance.
The empirical results did not support the direct effect of customer incivility on job
performance. In fact, the effect was even positive (0.125). The hypothesis proposed in this
study regarding a customer incivility–job performance path coefficient was not significantly
supported by the statistical data. Thus, this study surmised that when faced with customer
incivility, most frontline employees in tourist hotels attempted to accommodate the
customers’ requests rather than confronting them or adopting noncooperative actions to
lower customer interaction. The goal is to achieve internal harmony. Because the job
performance of the frontline employees was evaluated by their immediate supervisors, the
scores might be positively affected by customer incivility. Even if customer incivility has a
positive direct effect on job performance, the total effect of customer incivility on job
performance remains significant and negative. Upper management in hotels thus must
protect their frontline employees from exposure to customer incivility.
Limitations and future directions
This study only selected frontline employees working in tourist hotels as the study
participants. Future studies may incorporate other employee types in the hospitality industry
to expand the generalizability of the theories presented. Our results reveal that coworker
incivility has stronger negative effects on work engagement and job performance than
customer incivility has. However, the mechanism underlying these effects could not be
JHTI
11. identified. Therefore, qualitative studies investigating the reasons the effects of coworker
incivility on work engagement and job performance are stronger than those of customer
incivility are warranted. From a conservation of resources perspective, work passion and
social support can be considered crucial internal and external resources (Hobfoll, 1989, 2001;
Hobfoll and Freedy, 1993). These may alleviate the detrimental effects of job demand
(coworker incivility or customer incivility) on job performance and work engagement.
Nevertheless, such moderating effects have rarely been investigated (Sakurai and Jex, 2012).
Future studies should thus explore whether work passion (internal factor) or social support
(external factor) significantly moderates the effects of workplace incivility on the job
performance and work engagement of frontline employees.
References
Adams, G.A. and Webster, J.R. (2013), “Emotional regulation as a mediator between interpersonal
mistreatment and distress”, European Journal of Work Organization Psychology, Vol. 22 No. 6,
pp. 697-710.
Albrecht, S.L., Bakker, A.B., Gruman, J.A., Macey, W.H. and Saks, A.M. (2015), “Employee
engagement, human resource management practices and competitive advantage”, Journal of
Organizational Effectiveness: People and Performance, Vol. 2 No. 1, pp. 7-35.
Alola, U.V., Olugbade, O.A., Avci, T. and €
Ozt€
uren, A. (2019), “Customer incivility and employees’
outcomes in the hotel: testing the mediating role of emotional exhaustion”, Tourism
Management Perspectives, Vol. 29, pp. 9-17.
Anderson, L.M. and Pearson, C.M. (1999), “Tit or tat? The spiraling effect of incivility in the
workplace”, Academy of Management Review, Vol. 24, pp. 452-471.
Arasli, H., Hejraty Namin, B. and Abubakar, A.M. (2018), “Workplace incivility as a moderator of the
relationships between polychronicity and job outcomes”, International Journal of Contemporary
Hospitality Management, Vol. 30 No. 3, pp. 1245-1272.
Bakker, A.B. and Albrecht, S. (2018), “Work engagement: current trends”, Career Development
International, Vol. 23 No. 1, pp. 4-11.
Baron, R.A. and Neuman, J.H. (1996), “Workplace violence and workplace aggression: evidence on
their relative frequency and potential causes”, Aggressive Behavior, Vol. 22 No. 3, pp. 161-173.
Baum, T., Kralj, A., Robinson, R.N.S. and Solnet, D.J. (2016), “Tourism workforce research: a review,
taxonomy and agenda”, Annals of Tourism Research, Vol. 60, pp. 1-22.
Bonn, M.A. and Forbringer, L.S. (1992), “Reducing turnover in the hospitality industry: an overview of
recruitment, selection and retention”, International Journal of Hospitality Management, Vol. 11
No. 1, pp. 47-63.
Borman, W.C. and Motowidlo, S.J. (1993), “Expanding the criterion domain to include elements of
contextual performance”, in Schmitt, N. and Borman, W. (Eds), Personnel Selection in
Organizations, Jossey-Bass, New York, NY, pp. 71-98.
Breevaart, K., Bakker, A.B., Demerouti, E. and Derks, D. (2015), “Who takes the lead? A multi-source
diary study on leadership, work engagement, and job performance”, Journal of Organizational
Behavior, Vol. 37 No. 3, pp. 309-325.
Campbell, J.P., McHenry, J.J. and Wise, L.L. (1990), “Modeling job performance in a population of jobs”,
Personnel Psychology, Vol. 43 No. 2, pp. 313-575.
Campbell, J.P., McCloy, R.A., Oppler, S.H. and Sager, C.E. (1993), “A theory of performance”, in
Schmitt, N. and Borman, W.C. (Eds), Personnel Selection, Jossey-Bass, San Francisco, CA.
Chen, H.-T. and Wang, C.-H. (2019), “Incivility, satisfaction, and turnover intention of tourist hotel
chefs: moderating effects of emotional intelligence”, International Journal of Contemporary
Hospitality Management, Vol. 31 No. 5, pp. 2034-2053.
Workplace
incivility,
engagement,
andperformance
12. Christian, M.S., Garza, A.S. and Slaughter, J.E. (2011), “Work engagement: a quantitative review and test
of its relations with task and contextual performance”, Personnel Psychology, Vol. 64, pp. 89-136.
Cortina, L.M. (2008), “Unseen injustice: incivility as modern discrimination in organization”, Academy
of Management Review, Vol. 33 No. 1, pp. 55-75.
Cortina, L.M., Magley, V.J., Williams, J.H. and Langhout, R.D. (2001), “Incivility in the workplace:
incidence and impact”, Journal of Occupational Health Psychology, Vol. 6, pp. 64-80.
Demerouti, E., Bakker, A.B., Nachreiner, F. and Schaufeli, W.B. (2001), “The job demands-resources
model of burnout”, Journal of Applied Psychology, Vol. 86 No. 3, pp. 499-512.
Douglas, S.C. and Martinko, M.J. (2001), “Exploring the role of individual differences in the prediction
of workplace aggression”, Journal of Applied Psychology, Vol. 86 No. 4, pp. 547-559.
Estes, B. and Wang, J. (2008), “Workplace incivility: impacts on individual and organizational
performance”, Human Resource Development Review, Vol. 7 No. 2, pp. 218-240.
Ferguson, M. (2011), “You cannot leave it at the office: spillover and crossover of coworker incivility”,
Journal of Organizational Behavior, Vol. 33 No. 4, pp. 571-588.
Glasø, L., Vie, T.L., Holmdal, G.R. and Einarsen, S. (2011), “An application of affective events theory to
workplace bullying: the role of emotions, trait anxiety, and trait anger”, European Psychologist,
Vol. 16 No. 3, pp. 198-208.
Goh, E. and Jie, F. (2019), “To waste or not to waste: exploring motivational factors of generation Z
hospitality employees towards food wastage in the hospitality industry”, International Journal
of Hospitality Management, Vol. 80, pp. 126-135.
Goh, E. and Kong, S. (2016), “Theft in the hotel workplace: exploring frontline employees’ perceptions
towards hotel employee theft”, Tourism and Hospitality Research, Vol. 18 No. 4, pp. 442-455.
Goh, E. and Lee, C. (2018), “A workforce to be reckoned with: the emerging pivotal generation Z
hospitality workforce”, International Journal of Hospitality Management, Vol. 73, pp. 20-28.
Goh, E. and Okumus, F. (2020), “Avoiding the hospitality workforce bubble: strategies to attract and
retain generation Z talent in the hospitality workforce”, Tourism Management Perspectives,
Vol. 33, 100603.
Halbesleben, J.R.B. and Wheeler, A.R. (2008), “The relative roles of engagement and embeddedness in
predicting job performance and intention to leave”, Work and Stress, Vol. 22 No. 3, pp. 242-256.
Han, S.J., Bonn, M.A. and Cho, M. (2016), “The relationship between customer incivility, restaurant
frontline service employee burnout and turnover intention”, International Journal of Hospitality
Management, Vol. 52, pp. 97-106.
Hershcovis, M.S. (2011), “‘Incivility, social undermining, bullying. . . oh my!’: a call to reconcile
constructs within workplace aggression research”, Journal of Organizational Behavior, Vol. 32
No. 3, pp. 499-519.
Hobfoll, S.E. (1989), “Conservation of resources: a new attempt at conceptualizing stress”, American
Psychologist, Vol. 44 No. 3, pp. 513-524.
Hobfoll, S.E. (2001), “The Influence of culture, community, and the nested-self in the stress process:
advancing conservation of resources theory”, Applied Psychology: An International Review,
Vol. 50 No. 3, pp. 337-370.
Hobfoll, S.E. and Freedy, J. (1993), “Conservation of resources: a general stress theory applied to
burnout”, in Schaufeli, W.B., Maslach, C. and Marek, T. (Eds), Professional Burnout: Recent
Developments in Theory and Research, Taylor and Francis, Washington, DC, pp. 115-134.
Hsu, F., Liu, Y. and Tsaur, S. (2019), “The impact of workplace bullying on hotel employees’ well-
being: do organizational justice and friendship matter?”, International Journal of Contemporary
Hospitality Management, Vol. 31 No. 4, pp. 1702-1719.
Hur, W.M., Moon, T. and Jun, J.K. (2016), “The effect of workplace incivility on service employee
creativity: the mediating role of emotional exhaustion and intrinsic motivation”, Journal of
Services Marketing, Vol. 30 No. 3, pp. 302-315.
JHTI
13. Kahn, W.A. (1990), “Psychological conditions of personal engagement and disengagement at work”,
Academy of Management Journal, Vol. 33 No. 4, pp. 692-724.
Karatepe, O.M. (2013), “High-performance work practices and hotel employee performance: the
mediation of work engagement”, International Journal of Hospitality Management, Vol. 32,
pp. 132-140.
Karatepe, O.M. and Aga, M. (2016), “The effects of organization mission fulfillment and perceived
organizational support on job performance: the mediating role of work engagement”,
International Journal of Bank Marketing, Vol. 34 No. 3, pp. 368-387.
Karatepe, O.M. and Olugbade, O.A. (2016), “The mediating role of work engagement in the
relationship between high-performance work practices and job outcomes of employees in
Nigeria”, International Journal of Contemporary Hospitality Management, Vol. 28 No. 10,
pp. 2350-2371.
Katz, D. (1964), “The motivation basis of organizational behavior”, Behavioral Science, Vol. 9 No. 2,
pp. 131-146.
Kim, M.-S. and Koo, D.-W. (2017), “Linking LMX, engagement, innovative behavior, and job
performance in hotel employees”, International Journal of Contemporary Hospitality
Management, Vol. 29 No. 12, pp. 3044-3062.
Laschinger, H.K.S., Leiter, M., Day, A. and Gilin, D. (2009), “Workplace empowerment, incivility, and
burnout: impact on staff nurse recruitment and retention outcomes”, Journal of Nursing
Management, Vol. 17, pp. 302-311.
Lazarus, R.S. (1999), Stress and Emotion: A New Synthesis, Springer, New York, NY.
Lee, K., Ashton, M.C. and Shin, K.H. (2005), “Personality correlates of workplace anti-social behavior”,
Applied Psychology, Vol. 54 No. 1, pp. 81-98.
Lewis, P.S. and Malecha, A. (2011), “The impact of workplace incivility on the work environment,
manager skill, and productivity”, Journal of Nursing Administration, Vol. 41 No. 1, pp. 41-47.
Li, J., Kim, W.G. and Zhao, X. (2017), “Multilevel model of management support and casino employee
turnover intention”, Tourism Management, Vol. 59, pp. 193-204.
Liao, H. and Chuang, A. (2004), “A multilevel investigation of factors influencing employee service
performance and customer outcomes”, Academy of Management Journal, Vol. 47 No. 1, pp. 41-58.
Lim, S. and Cortina, L.M. (2005), “Interpersonal mistreatment in the workplace: the interface and
impact of general incivility and sexual harassment”, Journal of Applied Psychology, Vol. 90
No. 3, pp. 483-496.
Lim, S. and Lee, A. (2011), “Work and nonwork outcomes of workplace incivility: does family support
help?”, Journal of Occupational Health Psychology, Vol. 16 No. 1, pp. 95-111.
Lim, S., Cortina, L.M. and Magley, V.J. (2008), “Personal and workgroup incivility: impact on work and
health outcomes”, Journal of Applied Psychology, Vol. 93 No. 1, pp. 95-107.
Lugosi, P. (2019), “Deviance, deviant behaviour and hospitality management: sources, forms and
drivers”, Tourism Management, Vol. 74, pp. 81-98.
Maslach, C. and Leiter, M.P. (1997), The Truth about Burnout: How Organizations Cause Personal
Stress and what to Do about it, Jossey-Bass, San Francisco, CA.
Morrow, P.C., McElroy, J.C. and Scheibe, K.P. (2011), “Work unit incivility, job satisfaction, and total
quality management among transportation employees”, Transportation Research Part E,
Vol. 47, pp. 1210-1220.
Nadiri, H. and Tanova, C. (2010), “An investigation of the role of justice in turnover intentions, job
satisfaction, and organizational citizenship behavior in hospitality industry”, International
Journal of Hospitality Management, Vol. 29, pp. 33-41.
Nielsen, M.B., Hetland, J., Matthiesen, S.B. and Einarsen, S. (2012), “Longitudinal relationships
between workplace bullying and psychological distress”, Scandinavian Journal of Work,
Environment and Health, Vol. 38 No. 1, pp. 38-46.
Workplace
incivility,
engagement,
andperformance
14. Pearson, C.M., Andersson, L.M. and Porath, C.L. (2000), “Assessing and attacking workplace
incivility”, Organizational Dynamics, Vol. 29 No. 2, pp. 123-137.
Pearson, C.M., Andersson, L.M. and Wegner, J.W. (2001), “When workers flout convention: a study of
workplace incivility”, Human Relations, Vol. 54 No. 11, pp. 1387-1419.
Porath, C.L. and Pearson, C.M. (2010), “The cost of bad behavior”, Organizational Dynamics, Vol. 39
No. 1, pp. 64-71.
Porath, C.L. and Pearson, C.M. (2012), “Emotional and behavioral responses to workplace incivility
and the impact of hierarchical status”, Journal of Applied Social Psychology, Vol. 42 No. 1,
pp. E326-E357.
Ram, Y. (2018), “Hostility or hospitality? A review on violence, bullying and sexual harassment in the
tourism and hospitality industry”, Current Issues in Tourism, Vol. 21 No. 7, pp. 760-774.
Reynolds, W.M. (1982), “Development of reliable and valid short forms of the marlowe-crowne social
desirability scale”, Journal of Clinical Psychology, Vol. 38 No. 1, pp. 119-125.
Rich, B.L., Lepine, J.A. and Crawford, E.R. (2010), “Job engagement: antecedents and effects on job
performance”, Academy of Management Journal, Vol. 53 No. 3, pp. 617-635.
Robinson, S.L. and Bennett, R.J. (1995), “A typology of deviant workplace behaviors: a
multidimensional scaling study”, Academy of Management Journal, Vol. 38 No. 7, pp. 555-572.
Robinson, S.L. and O’Leary-Kelly, A.M. (1998), “Monkey see, monkey do: the influence of work groups
on the antisocial behavior of employees”, Academy of Management Journal, Vol. 41 No. 6,
pp. 658-672.
Robinson, S.L., Wang, W. and Kiewitz, C. (2014), “Coworkers behaving badly: the impact of coworker
deviant behavior upon individual employees”, Annual Review of Organizational Psychology and
Organizational Behavior, Vol. 1 No. 1, pp. 123-143.
Sakurai, K. and Jex, S.M. (2012), “Coworker incivility and incivility targets’ work effort and
counterproductive work behaviors: the moderating role of supervisor social support”, Journal of
Occupational Health Psychology, Vol. 17 No. 2, pp. 150-161.
Salanova, M., Agut, S. and Peir
o, J.M. (2005), “Linking organizational resources and work engagement
to employee performance and customer loyalty: the mediation of service climate”, Journal of
Applied Psychology, Vol. 90 No. 6, pp. 1217-1227.
Schaufeli, W.B. and Bakker, A.B. (2004), “Job demands, job resources, and their relationship with
burnout and engagement: a multi-sample study”, Journal of Organizational Behavior, Vol. 25,
pp. 293-315.
Schaufeli, W.B., Salanova, M., Gonz
alez-rom
a, V. and Bakker, A.B. (2002), The measurement of
engagement and burnout: a two sample confirmatory factor analytic approach”, Journal of
Happiness Studies, Vol. 3 No. 1, pp. 71-92.
Schilpzand, P., De Pater, I.E. and Erez, A. (2016), “Workplace incivility: a review of the literature and
agenda for future research”, Journal of Organizational Behavior, Vol. 37 No. S1, pp. S57-S88.
Shin, Y., Hur, W.-M. and Choi, W.-H. (2020), “Coworker support as a double-edged sword: a moderated
mediation model of job crafting, work engagement, and job performance”, International Journal
of Human Resource Management, Vol. 31 No. 11, pp. 1417-1438.
Sliter, M., Jex, S., Wolford, K. and McInnerney, J. (2010), “How rude! Emotional labor as a mediator
between customer incivility and employee outcomes”, Journal of Occupational Health
Psychology, Vol. 15 No. 4, pp. 468-481.
Sliter, M., Sliter, K. and Jex, S. (2012), “The employee as a punching bag: the effect of multiple sources
of incivility on employee withdrawal behavior and sales performance”, Journal of
Organizational Behavior, Vol. 33, pp. 121-139.
Torres, E.N., van Niekerk, M. and Orlowski, M. (2017), “Customer and employee incivility and its
causal effects in the hospitality industry”, Journal of Hospitality Marketing and Management,
Vol. 26 No. 1, pp. 48-66.
JHTI
15. van Jaarsveld, D.D., Walker, D.D. and Skarlicki, D.P. (2010), “The role of job demands and emotional
exhaustion in the relationship between customer and employee incivility”, Journal of
Management, Vol. 36 No. 6, pp. 1486-1504.
Walker, D.D., van Jaarsveld, D.D. and Skarlicki, D.P. (2014), “Exploring the effects of individual
customer incivility encounters on employee incivility: the moderating roles of entity (in)civility
and negative affectivity”, Journal of Applied Psychology, Vol. 99 No. 1, pp. 151-161.
Wright, T.A. and Cropanzano, R. (1998), “Emotional exhaustion as a predictor of performance and
voluntary turnover”, Journal of Applied Psychology, Vol. 83 No. 3, pp. 486-493.
Yang, L.Q., Spector, P.E., Gallant-Roman, M. and Powell, J. (2012), “Psychosocial precursors and
physical consequences of workplace violence towards nurses: a longitudinal examination with
naturally occurring groups in hospital settings”, International Journal of Nursing Studies,
Vol. 49 No. 9, pp. 1091-1102.
Yen, C.-H. and Teng, H.-Y. (2013), “The effect of centralization on organizational citizenship behavior
and deviant workplace behavior in the hospitality industry”, Tourism Management, Vol. 36,
pp. 401-410.
Zhang, X. and Bartol, K.M. (2010), “Linking empowering leadership and employee creativity: the
influence of psychological empowerment, intrinsic motivation, and creative process
engagement”, Academy of Management Journal, Vol. 53 No. 1, pp. 107-128.
Corresponding author
Chih-Hung Wang can be contacted at: chwang@mail.ntcu.edu.tw
For instructions on how to order reprints of this article, please visit our website:
www.emeraldgrouppublishing.com/licensing/reprints.htm
Or contact us for further details: permissions@emeraldinsight.com
Workplace
incivility,
engagement,
andperformance