Relationships among workplace incivility, work engagement and job performance

2020 ◽  
Vol 3 (4) ◽  
pp. 415-429 ◽  
Author(s):  
Chih-Hung Wang ◽  
Hsi-Tien Chen
Keyword(s):  
Empirical Study ◽  
Job Performance ◽  
Work Engagement ◽  
Hospitality Industry ◽  
Frontline Employees ◽  
Content Type ◽  
Complete Contact ◽  
Study Participants ◽  
Positive Effect ◽  
Structured Questionnaire

PurposeThis empirical study explored how coworker incivility and customer incivility affect the work engagement and job performance of frontline employees.Design/methodology/approachTo 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.FindingsCoworker incivility and customer incivility reduced work engagement and job performance. The effects of coworker incivility on the work engagement and job performance are greater than those of customer incivility. Furthermore, work engagement has a positive effect on the job performance.Originality/valueAlthough studies have investigated the effects of customer incivility, these effects have not been compared with those of coworker incivility. Moreover, studies on the influence of coworker and customer incivility on job performance and work engagement in the hospitality industry and on those of work engagement on job performance have been scant. The current empirical study investigated the effects of coworker and customer incivility on the job performance and work engagement and of frontline hospitality employees.

Cognitive and affective predictors of occupational stress and job performance: the role of perceived organizational support and work engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ana Junça Silva ◽  
Cannanda Lopes
Keyword(s):  
Job Performance ◽  
Occupational Stress ◽  
Work Engagement ◽  
Organizational Support ◽  
Perceived Organizational Support ◽  
Mediating Effect ◽  
Future Research ◽  
Cross Sectional ◽  
Content Type

PurposeThis study aimed to (1) analyze whether the perceived organizational support (POS) was a significant predictor of performance and stress and (2) explore the mediating role of engagement in these relations.Design/methodology/approachTo test the hypotheses, the authors collected data with 200 working adults in a mandatory quarantine due to COVID-19 pandemic crisis.FindingsThe results showed that the POS contributed to increase engagement, and consequently, job performance. These relations also proved to be significant for stress, because when the POS increased, the work engagement also increased, and as a result decreased occupational stress.Research limitations/implicationsThis study relied on a cross-sectional design. Therefore, future research should consider a daily design to replicate this study and analyze daily fluctuations. Overall, the authors can conclude that work engagement is an affective process through which POS decreases stress and increases performance.Originality/valueThis study tests the mediating effect of work engagement on the link between POS, stress and performance, and its theoretical and practical implications of these findings are discussed.

Effects of job resources factors on nurses job performance (mediating role of work engagement)

2018 ◽  
Vol 31 (8) ◽  
pp. 1000-1013 ◽  
Author(s):  
Muhammad Awais Bhatti ◽  
Norazuwa Mat ◽  
Ariff Syah Juhari
Keyword(s):  
Decision Making ◽  
Job Performance ◽  
Work Engagement ◽  
Factor Model ◽  
Job Characteristics ◽  
Job Security ◽  
Job Resources ◽  
Content Type ◽  
Worker Support ◽  
Participation In Decision Making

Purpose The purpose of this paper is to examine the mediating role of work engagement (vigor and dedication) between job resources (job characteristics, supervisor and co-worker support, participation in decision making and job security) and job performance (task and contextual) rated by the supervisor. Design/methodology/approach A sample of 364 nurses and their supervisors was used. Structural equation modeling with Amos 17 was used to obtain a model fit with path significance of work engagement as the mediator between job resources and job performance. Findings The results found support for the proposed conceptual claim and confirm that work engagement with a two-factor model (vigor and dedication) mediates the relationship between job resources (job characteristics, supervisor and co-worker support, participation in decision making and job security) and with a multidimensional construct of job performance (task and contextual performance) rated by the supervisor. Practical implications The findings of this research will help human resource managers and professionals to further develop the working environment, provide job security and opportunities for employees to participate in decision making in a way that enhances employee work engagement, which, ultimately, improves employee job performance. Originality/value Past studies have not previously tested the two-factor model of work engagement (vigor and dedication) as the mediating variable between job resources (job characteristics, supervisor and co-worker support, participation in decision making and job security) and job performance rated by the supervisor.

Service employees’ workplace fun and turnover intention: the influence of psychological capital and work engagement

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Stephen Tetteh ◽  
Rebecca Dei Mensah ◽  
Christian Narh Opata ◽  
Claudia Nyarko Mensah
Keyword(s):  
Work Engagement ◽  
Turnover Intention ◽  
Psychological Capital ◽  
Frontline Employees ◽  
Design Data ◽  
Cross Sectional ◽  
Content Type ◽  
Service Employees ◽  
Workplace Fun ◽  
The Relationship

Purpose As a way of addressing how best turnover intention among service employees can be reduced through workplace fun, this study aims to examine how psychological capital (PsyCap) and work engagement, respectively, moderates and mediates the relationship between workplace fun and turnover intention in a moderated mediation. Design/methodology/approach Using cross-sectional quantitative design, data were collected by means of questionnaires and convenience sampling. The hypotheses were tested with 482 service employees from the hospitality industry in Ghana using PROCESS macro. Findings The findings depict that work engagement mediates the relationship between workplace fun and turnover intention among service employees. Also, PsyCap moderates the workplace fun–engagement relationship, in addition to the workplace fun–work engagement–turnover intention relationship. Specifically, both relationships are stronger for employees with high PsyCap. Practical implications The authors would like to conclude that as frontline employees are usually subjected to stressful conditions, monotonous working environments and emotional labor, which affect the quitting intention, incorporating fun into the workplace will strategically help frontline employees to be engaged in their work and reduce their intentions to quit. Originality/value With a focus on a developing economy, this work is novel in exploring possible factors that may help increase work engagement and reduce turnover intention among service employees.

Influence strategies and work outcomes: effects of attributions

2019 ◽  
Vol 13 (4) ◽  
pp. 967-984
Author(s):  
Melody P.M. Chong ◽  
Xiji Zhu ◽  
Pingping Fu ◽  
Ling Ying Sarinna Wong
Keyword(s):  
Job Performance ◽  
Organizational Citizenship Behavior ◽  
Negative Impact ◽  
Work Outcomes ◽  
Citizenship Behavior ◽  
Influence Strategies ◽  
Content Type ◽  
Authoritarian Leadership ◽  
Influence Strategy ◽  
Positive Effect

Purpose Previous research on influence strategies has almost exclusively indicated negative relationships between assertive influence and employee work outcomes; the purpose of this study is to argue that an assertive influence strategy can also lead to both positive and negative work outcomes, when subordinates hold different attributions towards the leaders’ motive of using assertive influence (hereafter “the cause”). Design/methodology/approach The empirical study was based on data collected from 930 employees in China. The authors developed hypotheses to test the mediating effects of three types of perception in the relationship between an assertive influence strategy and five outcomes, and additional analyses on persuasive and relational influence strategies are also conducted. Findings Results show that when subordinates attribute the cause to their ability (internal attribution), an assertive influence has indirect positive effect on felt obligation, organizational commitment, job performance and organizational citizenship behavior; when subordinates attribute the cause to the poor relationship with their superiors (relational attribution), an assertive influence has indirect negative impact on most outcomes except for job performance; when subordinates perceive that the cause is to the superiors, such as authoritarian leadership (external attribution), an assertive influence has indirect positive effect on job performance. Practical implications The study highlights the importance of subordinates’ perceptions during the leadership influence processes. Originality/value This study was the first to examine the mediation relationship between three types of influence strategies and five organizational outcomes based on a large sample of front-line staff in China. The findings of the study also enrich the literature of leadership and attribution theories.

Determinants of frontline employee service innovative behavior

2019 ◽  
Vol 42 (9) ◽  
pp. 1076-1094 ◽  
Author(s):  
Mohd A. Al-Hawari ◽  
Shaker Bani-Melhem ◽  
Faridahwati Mohd Shamsudin
Keyword(s):  
Positive Psychology ◽  
Work Engagement ◽  
Service Sector ◽  
Service Climate ◽  
Frontline Employees ◽  
Innovative Behavior ◽  
Content Type ◽  
Factors Affecting ◽  
Workplace Happiness ◽  
The Relationship

Purpose The purpose of this study is to examine the influence of workplace happiness and work engagement on employee service innovative behavior from the perspective of positive psychology. The study also examines if work engagement mediates the relationship between workplace happiness and employee service innovative behavior. Finally, it investigates how co-worker socializing and the service climate of the organization moderate the relationship between work engagement and employee service innovative behavior. Design/methodology/approach The study used survey data from 321 frontline employees working in the service sector in the United Arab Emirates (UAE). Six major hypotheses were established and examined using the SPSS Statistics V22.0 Process. The measurement model was analyzed using Amos 22. Findings Workplace happiness and work engagement are found to be important factors affecting employee service innovative behavior. Workplace happiness influences employee service innovative behavior directly and indirectly through work engagement. Both service climate and co-worker socializing play a significant moderating role in the relationship between work engagement and employee service innovative behavior among frontline employees. Interestingly, service climate erodes this relationship while co-worker socializing enhances it. Practical implications This study provides guidelines for managers and practitioners in the service industry to promote frontline employee service innovative behavior. Specifically, the findings provide guidance for decision-makers on how to use workplace happiness to trigger the innovative service behaviors of frontline employees, taking into consideration the conditional role of service climate and co-worker socializing. Originality/value The literature on factors affecting the service innovative behavior of frontline employees in the service sector from the perspective of positive psychology is limited, especially in the context of the UAE. The data, framework and outcomes of this research address this gap and contribute to the current body of knowledge. Specifically, the study contributes to the broaden-and-build theory of positive emotions in the field of positive psychology by validating the applicability of the theory in a wider organizational context.

Customer delight and work engagement

2014 ◽  
Vol 28 (5) ◽  
pp. 380-390 ◽  
Author(s):  
Donald C. Barnes ◽  
Joel E. Collier ◽  
Stacey Robinson
Keyword(s):  
Role Conflict ◽  
Customer Service ◽  
Work Engagement ◽  
Personal Resources ◽  
Frontline Employees ◽  
Customer Contact ◽  
Content Type ◽  
Customer Delight ◽  
The Impact ◽  
The Relationship

Purpose – The purpose of the current research is to evaluate how customer contact level and customer service-based role conflict influence the relationship between customer emotions and work engagement, while simultaneously evaluating psychological capital as an outcome of work engagement. Customer service research highlights the impact of employee attitudes and behaviors on customer satisfaction. More recently, this relationship has been examined in reverse, evaluating how customer emotions influence the employee. Unfortunately, previous research has not evaluated variables that inhibit the impact of customer emotions on the employee. Design/methodology/approach – Data were collected from frontline employees across high and low customer contact service contexts. The hypothesized relationships were tested using structural equation modeling. Findings – This research provides empirical evidence that employee-perceived customer delight impacts employee work engagement. However, through a process of feedback, customer service-based role conflict impacts the relationship between customer emotions and employee emotions. Finally, the conceptual model illustrates how engaged employees can create their own personal resources vis-à-vis the broaden-and-build theory of positive emotions. Research limitations/implications – This research identifies both antecedent and outcomes variables associated with work engagement, as well as identified mediating factors. Practical implications – Results suggest that the quality and level of contact that frontline employees have with customers impact their work engagement. Furthermore, engaged frontline employees have the ability to create their own personal resources. Originality/value – This research makes contributions to the understanding of the impact of positive customer emotions on frontline employees.

The relationship between customer orientation, emotional labour and job burnout

2017 ◽  
Vol 8 (2) ◽  
pp. 54-76 ◽  
Author(s):  
Xue Wu ◽  
An-Jin Shie
Keyword(s):  
Emotional Intelligence ◽  
Hospitality Industry ◽  
Hospitality Management ◽  
Job Burnout ◽  
Three Dimensions ◽  
Frontline Employees ◽  
Content Type ◽  
Emotional Labour ◽  
The Relationship ◽  
Selection Of

Purpose Drawing on the conservation of resources theory, this study aims to apply the emotional labour concept to illustrate about the relationship between customer orientation (CO) and job burnout, further demonstrating how the relationship is established in the hospitality industry. This study intends to find that emotional intelligence moderates the relationship between CO and emotional labour. Design/methodology/approach The study uses descriptive statistical analysis and reliability analysis. Then, the study uses confirmatory factor analyses to ensure the model fit and discriminant validity of the measures. Finally, the hypothesised relationship model is tested and analysed via regression analysis. Findings The study finds three dimensions of emotional labour all partially mediated the relationship between CO and job burnout. Meanwhile, the study finds that emotional intelligence would moderate the relationship between CO and three dimensions of emotional labour. Research limitations/implications First, the respondents in this study come from five-star hotels in Beijing, China. As the results of this study are based on a sample of Chinese five-star hotel employees, the selection of a single service setting and a single country may raise concerns for the issue of generalisability. Thus, the findings of this study may not generalise to other hospitality contexts, other cultures or other times; research in other settings, geographical areas or times might yield different results. Practical implications High employee job burnout is a thorny problem in the hospitality industry, so it is a great challenge for hospitality management to solve high employee job burnout. As a personality resource, CO will decrease job burnout. Emotional labour is a common issue in hospitality. The study intends to explore the lived experiences of the frontline employees in hospitality industry to explain the role of CO directives on employee job burnout in an emotional labour perspective. The results give suggestions for the hospitality management. Social implications After reviewing of relevant literature, two research gaps are found. First, despite the amount of research showing a negative relationship between CO and job burnout, remarkably little is known about how these relationships are established. Second, a more important gap lies in overlooking the emotional nature of hospitality service work. The results of the study can fill the theoretical gap. Originality/value First, the recruitment and selection of frontline employees should incorporate an assessment of the level of CO. Second, hospitality management should teach and train the employees about the proper control of emotional labour. Third, the recruitment and selection of frontline employees should incorporate an assessment of the level of emotional intelligence; meanwhile, it is necessary to strengthen the emotional intelligence training.

scholarly journals Pengaruh Self-esteem dan Psychological Well Being terhadap Job Performance melalui Work Engagement pada Pegawai Bank di Kota Surabaya

2021 ◽  
Vol 9 (1) ◽  
pp. 42
Author(s):  
Firdha Amalia ◽  
Budiono Budiono
Keyword(s):  
Job Performance ◽  
Work Engagement ◽  
Indirect Effect ◽  
Structural Equation ◽  
Sampling Technique ◽  
Well Being ◽  
Self Esteem ◽  
Psychological Well Being ◽  
Bank Employees ◽  
Positive Effect

This study aims to study the effect of and psychological well-being on job performance through work involvement in bank employees in Surabaya. This study uses a type of causality research that uses quantitative. Sampling technique using accidental sampling. Amount of respondents is 81 bank employees in Surabaya. The statistical analysis in this study is used the Structural Equation Model (SEM) with the help of Smart PLS 3.2.9 software. The results showed that Self-esteem was not a significant positive effect on job performance. Self-esteem has a positive and significant effect on work engagement. The psychological well being did not have a positive effect on job performance. Psychological well being has a positive and significant effect on work engagement; work engagement has a positive and significant effect on job performance, has an indirect effect on job performance through work engagement, psychological well being has an indirect effect on job performance through work engagement.

Employee proactivity, work engagement, job resources and service recovery performance: a study of structural linkages

2020 ◽  
Vol 3 (2) ◽  
pp. 153-168
Author(s):  
Adil Zahoor
Keyword(s):  
Work Engagement ◽  
Service Recovery ◽  
Proactive Personality ◽  
Job Resources ◽  
Frontline Employees ◽  
Content Type ◽  
Service Recovery Performance ◽  
Recovery Performance ◽  
Moderating Role

PurposeThis study explores the driver influence of employee proactive personality on service recovery performance with work engagement as mediator. The moderating role of job resources (social support, supervisory coaching and performance feedback) is also examined in the proactivity-performance linkage to analyze the interaction effect of employee proactivity and job resources on recovery performance.Design/methodology/approachPrimary data pertaining to the constructs under investigation were collected using a structured questionnaire from 432 dyads of employees from four companies operating in the Indian retail banking sector. Each dyad comprised of one frontline employee and her peer (colleague). Responses to work engagement and job resources were self-reported by frontline staff, as peer ratings were solicited for frontline employees' proactivity and recovery performance.FindingsEmpirical findings suggest that frontline employees' proactive personality significantly ameliorates their work engagement which in turn exerts a positive driver effect on their service recovery performance. In the case of less proactive employees (those with a proactivity score of less than mean value), service recovery performance is boosted when they receive constant feedback on their recovery performance. The results, however, did not provide significant evidence with regard to the moderating role of social support and supervisory coaching.Originality/valueThis study is one of the maiden attempts to relate employee proactive personality with service recovery performance. Since the research relating personality with recovery performance is largely underexplored yet fundamentally important, this study expands the available literature by examining as to what type of employee is more likely to deliver superior service recovery performance with little organizational support.

Who benefits from time-spatial job crafting? The role of boundary characteristics in the relationship between time-spatial job crafting, engagement and performance

2020 ◽  
Vol 16 (1) ◽  
pp. 1-19
Author(s):  
Jurgita Lazauskaite-Zabielske ◽  
Arunas Ziedelis ◽  
Ieva Urbanaviciute
Keyword(s):  
Job Performance ◽  
Work Engagement ◽  
Job Crafting ◽  
Content Type ◽  
Work Arrangements ◽  
Boundary Characteristics ◽  
Indirect Relationship ◽  
The Relationship ◽  
Work And Life

PurposeUsing the theoretical framework of job demands-resources and boundary management, the purpose of this paper is to explore the moderating role of work and life boundary characteristics in the relationship between time-spatial job crafting, work engagement and job performance.Design/methodology/approachA total of 176 employees working in the IT sector and having an opportunity to use flexible work arrangements were surveyed online.FindingsWork and life boundary characteristics were found to moderate the relationship between time-spatial job crafting and work engagement as well as between time-spatial job crafting and job performance. Moreover, boundary characteristics moderated the indirect relationship between time-spatial job crafting and job performance through work engagement.Practical implicationsTime-spatial job crafting becomes a key strategy for maintaining work engagement and job performance, when work–life boundaries are less flexible and less permeable.Originality/valueThe study demonstrates that boundary characteristics determine the effects of time-spatial job crafting on work engagement and job performance.

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