Customer incivility, employee emotional exhaustion, and job embeddedness relationship in the Indonesian hospitality sector: The socio-economic status perspective

Gustiawan, Deni; Noermijati, Noermijati; Aisjah, Siti; Indrawati, Nur Khusniyah

doi:10.1080/23311886.2023.2178613

Cited by 3 publications

(4 citation statements)

References 56 publications

Supporting

Mentioning

Contrasting

Order By: Relevance

“…Fundamentally, an ever-increasing problem that can have severe consequences at the individual, group and organizational level, is incivility in the workplace (Sürücü, 2021). Workplace incivility can emanate from a number of factors/sources like from supervisor and co-workers to customers (Deni et al, 2023;Hamid et al, 2021;Xiao et al, 2023). More importantly, it has been found that incivility in the workplace has negative influence on people who witness uncivil behaviour directly (Raza et al, 2023;Razzaq et al, 2023).…”

Section: Discussionmentioning

confidence: 99%

“…In the HRM literature, employees-related outcomes (such as satisfaction, performance, intention to stay, productivity, etc) have been extensively documented (Deni et al, 2023;Egberi & Olufolahan, 2021;Raza et al, 2023). According to Chen and Wang (2019) and Dahri et al (2020), employees' satisfaction is a pleasant emotional state generated by evaluating the employee job role.…”

Section: Employee Satisfactionmentioning

confidence: 99%

“…Extant literature (Dahri, Asif, & Mallah, 2020;Tricahyadinata et al, 2020;Vasconcelos, 2020) suggested that incivility in the workplace negatively affects the satisfaction of employees. In the human resource management (HRM) literature, the most domineering workplace incivility is related to supervisors and co workers simply due to their level of placements in the organizational hierarchy (Daniels & Jordan, 2019;Deni, Noermijati, Aisjah, & Indrawati, 2023).…”

Section: Introductionmentioning

confidence: 99%

See 2 more Smart Citations

Does workplace incivility affect the satisfaction of employees? Evidence from small and medium enterprises

Agbarha

2023

IJAEFA

View full text Add to dashboard Cite

There are few empirical studies that have examined whether workplace incivility affects employees' satisfaction of small and medium-sized firms (SMEs) in Nigeria, despite the fact that we acknowledged the strong extant literature on the relationship between workplace incivility and employees' contentment. Consequently, this study investigated whether workplace incivility affects the satisfaction of employees among small and medium enterprises (SMEs) in Nigeria. The study employed a survey design, utilising a questionnaire as the primary tool for data collection. The questionnaire was circulated among six hundred (600) respondents. Out of the six hundred questionnaires distributed, five hundred and eighty (580) were successfully completed and returned. Data obtained in the survey was analyzed using descriptive statistics (simple percentages, frequency counts, mean, standard deviation, skewness, kurtosis, and Pearson correlation), post-estimation statistics (variance inflation factor), and inferential statistics (multiple regression). Findings revealed that supervisors’ incivility (t= -9.17; Prob.= 0.000) and co-workers’ incivility (t = -7.44; Prob.=0.000) negatively and significantly affect employees’ satisfaction. The study concludes that workplace incivility affects employees’ satisfaction of small and medium scale enterprises. The suggestion posits that individuals who own small and medium enterprises, as well as human resource professionals, have the potential to mitigate instances of uncivil conduct and practices, thereby fostering a culture of civility within the workplace.

show abstract

Section: Discussionmentioning

confidence: 99%

Section: Employee Satisfactionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Does workplace incivility affect the satisfaction of employees? Evidence from small and medium enterprises

Agbarha

2023

IJAEFA

View full text Add to dashboard Cite

show abstract

“…Firstly, the data used to measure cyberloafing was self-reported by employees. In cultures with high power distance, such as Indonesia, employees may underreport their cyberloafing behavior due to fear of their managers becoming aware of it (Gustiawan et al, 2023;Hofstede, 2003). Therefore, future research should use social desirability bias as a control variable to minimize such biases.…”

Section: Discussionmentioning

confidence: 99%

Cyberloafing: A preliminary study from Indonesian workers

Hendryadi,

Mustika

2023

JMSAB

View full text Add to dashboard Cite

The primary objective of this study was to create a comprehensive measurement scale for cyberloafing from the perspective of Generation Z in Indonesia. The research was conducted in two stages. The first stage involved 145 participants for initial validity, and the second stage included 214 respondents for the final validation. Two distinct factors were identified through exploratory factor analysis (EFA) and confirmatory factor analysis (CFA): personal interest and social cyberloafing. These factors comprised 11 items, providing a more in-depth understanding of cyberloafing and its prevalence in Gen Z populations. The article also discussed the study's limitations and provided recommendations for future research.

show abstract

Evaluating the impact of service encounter incivility on employee job stress, turnover intentions and labor attrition: a study on frontline employees in the fast food service industry

Dangaiso,

Mukucha

2024

Cogent Business & Management

View full text Add to dashboard Cite

Customer incivility, employee emotional exhaustion, and job embeddedness relationship in the Indonesian hospitality sector: The socio-economic status perspective

Cited by 3 publications

References 56 publications

Does workplace incivility affect the satisfaction of employees? Evidence from small and medium enterprises

Does workplace incivility affect the satisfaction of employees? Evidence from small and medium enterprises

Cyberloafing: A preliminary study from Indonesian workers

Evaluating the impact of service encounter incivility on employee job stress, turnover intentions and labor attrition: a study on frontline employees in the fast food service industry

Contact Info

Product

Resources

About