Workplace Incivility Outcomes: Role of Coping Strategies & Mindfulness - Do Uyen Tam

MINISTRY OF EDUCATION AND TRANING UNIVERSITY OF ECONOMICS HO CHI MINH CITY DO UYEN TAM WORKPLACE INCIVILITY AND ITS OUTCOMES: THE ROLE OF COPING STRATEGIES AND MINDFULNESS DISSERTATION HO CHI MINH CITY – 2024 MINISTRY OF EDUCATION AND TRAINING UNIVERSITY OF EONOMICS HO CHI MINH CITY WORKPLACE INCIVILITY AND ITS OUTCOMES: THE ROLE OF COPING STRATEGIES AND MINDFULNESS Major: Business Administration Training direction: Research Code: 9340101 DISSERTATION Academic advisors: Asso. Nguyen Thi Mai Trang HO CHI MINH CITY – 2024 i STATEMENT OF AUTHENTICATION I hereby declare that this dissertation is my own work and has not been submitted for any previous degree or qualification. Collaborative contributions were clearly indicated and acknowledged. References have been adequately provided on all supporting documents and resources.

Author ii ACKNOWLEDGEMENTS There are many individuals to whom I am highly grateful for their support throughout this process. First, I would like to express my infinite gratitude to my supervisor for her constant guidance, advice, support, and patience with developing knowledge throughout my academic journey. With her excellent knowledge, she gave suggestions to help me better understand the various aspects of the research process, enabling me to improve my research knowledge and academic writing skills, which helped me build a strong foundation for my educational career. Also, she is genuinely kind and is my role model—an academician and a human being.

I do not think a few words can express my gratitude to her. I feel incredibly fortunate to have her as my supervisor. Secondly, this journey would not have been possible without the dedicated support of my family. Thanks to my family for caring for my newborn daughter, empathy, and always encouraging me to follow my dreams.

Especially my husband, who always supports me and never adds any further stress during my studying. Without the support and understanding from my family, it was challenging for me to complete this academic journey. I also thank my lovely daughter, who was born during my PhD journey. Although my life has dramatically changed since you were born, it has been extremely busy, but your smile has helped me overcome every challenge.

Thirdly, I would like to thank my closest lecturers (Mr. Vương), who have emotionally assisted and cheered me up when things get tough. You are all the first ones with whom I shared sadness and any achievements in this journey. I also want to thank all the lecturers and classmates in the UEH PhD program.

I learned from everyone, and together, we shared beautiful memories. Finally, I would also like to thank my collaborators at banks and airports for their time, energy, and support during the data collection for my dissertation. Even with your hectic schedule, you are willing to help me. I highly appreciated it.

iii “When you want something, all the universe conspires in helping you to achieve it. While the process is often not easy, full of tears and cheers, thanks to everyone for accompanying me and making this journey enjoyable and memorable. Author iv TABLE OF CONTENTS STATEMENT OF AUTHENTICATION. ii TABLE OF CONTENTS.

iv LIST OF ABBREVIATIONS. viii LIST OF FIGURES. ix LIST OF TABLES. xi CHAPTER 1: INTRODUCTION.

Research background and research problem. Review of studies on workplace incivility .2 Identify research gaps. Research objectives of study 1. Research objective of study 2.

Aviation and banking sectors as research context. Study 1 – Banking sector as research context, and coworkers and supervisors are main sources of workplace incivility. Study 2 - The aviation sector as the research context, and customers and supervisors are the main sources of workplace incivility .26 SUMMARY OF CHAPTER 1 .27 CHAPTER 2: LITERATURE REVIEW. Conservation of resources.

The work-home resources (W-H R) model. Theory of work-family enrichment. Overview of the study variables. Work-family enrichment.

Subjective well-being. In-role and extra-role performance. Examining the non-work outcomes of Workplace incivility - Study 1: Linking workplace incivility and frontline employees’ subjective well- being: The role of work-home enrichment and coping strategies. Workplace incivility, work-family enrichment, and subjective well- being.

Coping strategies as a moderator. Gaps in the workplace incivility research. Examining the work-related outcome of Workplace incivility - Study 2: Linking customer and supervisor incivility and service performance among airport frontline employees: the role of psychological distress and mindfulness. Workplace incivility and job performance.

Workplace incivility, psychological distress and job performance. The moderating role of mindfulness. Gaps in the workplace incivility research .58 SUMMARY OF CHAPTER 2 .59 CHAPTER 3: EXAMINING THE NON-WORK OUTCOMES OF WORKPLACE INCIVILITY .61 vi Study 1: Linking workplace incivility and frontline employees’ subjective well-being: The role of work-home enrichment and coping strategies. Design and sample.

Sample profile and measures. Data analysis and results. Assessment of the measurement model. Common method variance (CMV) tests.

Assessment of the structural model .74 SUMMARY OF CHAPTER 3 .76 CHAPTER 4: EXAMINING THE WORK-RELATED OUTCOME OF WORKPLACE INCIVILITY .77 Study 2 - Linking customer and supervisor incivility and service performance among airport frontline employees: the role of psychological distress and mindfulness. Design and sample. Sample profile and measures. Data analysis and results.

Tests of reliability and validity. Common method variance (CMV) tests. PLS-SEM results: hypothesis testing .87 SUMMARY OF CHAPTER 4. Integrating the theoretical contributions.

Contribution to research on workplace incivility. Contribution to theories and theoretical framework. Limitations and suggestions for further research .100 SUMMARY OF CHAPTER 5 .101 THE PUBLIC OF THE RESEARCH. DESCRIPTIVE STATISTICS OF STUDIES ON WORKPLACE INCIVILITY.

CO-CITATION NETWORK OF WORKPLACE INCIVILITY RESEARCH TOPIC. KEYWORD ANALYSIS AND CO-WORD NETWORK. LIST OF EXPERTS/STAFFS .145 APPENDIX 5 - THE FIRST DRAFT SCALE. OUTLINE FOR IN-DEPTH INTERVIEWS.

SUMMARY OF RESULTS AFTER IN-DEPTH INTERVIEWS. SECOND DRAFT SCALE (AFTER QUALITATIVE PRELIMINARY RESEARCH). THE OFFICIAL SURVEY QUESTIONNAIRE. RESULTS OF QUANTITATIVE PILOT STUDY.

EVALUATION OF COMMON METHOD BIAS.211 viii LIST OF ABBREVIATIONS AVE Average variance extracted CMV Common method variance CR Composite reliability COR Conservation of resources COPING Coping strategies COI Coworker incivility CUS Customer incivility EXP Extra-role performance FLEs Frontline employees INP In-role performance PD Psychological distress PLS -SEM Partial least square structural equation model SWB Subjective well-being SI Supervisor incivility TSN' Int Tan Son Nhat International Airport VIF Variance inflation factor WFE Work-family enrichment WH-R Work-home resources WI Workplace incivility ix LIST OF FIGURES Figure 1. Co-citation Clusters in WI research 6 Figure 1. The overall conceptual: the link between the Workplace 25 and its work-related and non-work-related outcomes Figure 1. Research model of Study 1 25 Figure 1.

Research model of Study 2 26 Figure 2. Study 1: Conceptual Model and Hypotheses 45 Figure 2. Study 2: Conceptual Model and Hypotheses 46 Figure 3. Experimental research process 63 Figure 3.

COPING as a moderator of the relationship between COI 74 and WFE x LIST OF TABLES Table 1. Keyword analysis 5 Table 1.2 Co-citation Clusters and representative citations of each group 7 Table 3. Demographics of frontline employees 64 Table 3. Scale items and latent construct evaluation 67 Table 3.3 Discriminant validity (Fornell-Larcker criterion) 68 Table 3.

Heterotrait-Monotrait Ratio (HTMT) 69 Table 3. Collinearity assessment 71 Table 3. Summary of the structural model 72 Table 4. Respondents' demographic data 79 Table 4.

Scale items and loadings 81 Table 4. Fornell-Larcker criterion analysis for checking discriminant 83 validity Table 4.4 The Heterotrait-Monotrait Ratio (HTMT) 83 Table 4. Results for hypotheses testing 85 xi ABSTRACT The dissertation focuses on understanding the mechanisms that connect workplace incivility to non-work-related outcomes, such as subjective well-being, and work- related outcomes, such as job performance. The studies draw on theories, including the conservation of resources theory, the theory of work-family enrichment, and the work-home resources model to propose the hypotheses.

Two studies were conducted to address the research questions. Study 1 aimed to determine the mechanism of the effect of supervisor and coworker incivility on employees’ subjective well-being by focusing on the mediating role of work-family enrichment and the moderating role of coping strategies. Study 2 aimed to identify the effect of customer and supervisor incivility on employees’ in-role and extra-role performance by focusing on the mediating role of psychological distress and the moderating role of mindfulness. The data of both studies were analyzed using partial least square structural equation modelling (PLS-SEM).

For study 1, cross-sectional data was collected from 266 banking frontline employees, revealing that coworker incivility negatively affected work-family enrichment, subsequently reducing subjective well-being. Coping strategies were found to moderate the relationship between coworker incivility and work-family enrichment. Study 2 collected cross-sectional data from 186 check-in staff in the aviation sector. The results showed that both customer and supervisor incivility were associated with increased psychological distress, leading to reduced extra-role performance.

Besides, supervisor incivility directly impacted employees' in-role performance rather than an indirect effect. The study also found that employees with low levels of mindfulness experienced a stronger impact of customer and supervisor incivility on psychological distress. Further implications and several avenues for future research will also be discussed. Keywords: coping strategies; mindfulness; psychological distress; subjective well- being; work-family enrichment; workplace incivility; job performance xii TÓM TẮT Luận án này nhằm tìm hiểu cơ chế tác động của hành vi khiếm nhã tại nơi làm việc đối với khía cạnh gia đình của nhân viên, ví dụ sự hạnh phúc chủ quan và đối với khía cạnh công việc của nhân viên, ví dụ hiệu quả công việc.

Lý thuyết bảo tồn nguồn lực, lý thuyết sự làm giàu thêm nguồn lực tại gia đình thông qua công việc và mô hình lan tỏa nguồn lực giữa công việc và gia đình được sử dụng nhằm đề xuất các giả thuyết nghiên cứu. Hai nghiên cứu được tiến hành để trả lời các câu hỏi nghiên cứu. Nghiên cứu 1 xác định cơ chế tác động của hành vi khiếm nhã từ người giám sát và đồng nghiệp đối với sự hạnh phúc chủ quan của nhân viên thông qua đề xuất vai trò trung gian của sự làm giàu thêm nguồn lực cho gia đình từ công việc và vai trò điều tiết của các chiến lược đối phó trong mối quan hệ này. Nghiên cứu 2 nhằm xác định tác động gián tiếp của hành vi khiếm nhã từ khách hàng và người giám sát đối với hiệu suất công việc theo yêu cầu và tự nguyện của nhân viên thông qua đề xuất sự căng thẳng về tâm lý đóng vai trò trung gian và chánh niệm đóng vai trò điều tiết trong mối quan hệ này.

Phương pháp bình phương nhỏ nhất bán phần được sử dụng để phân tích dữ liệu. Nghiên cứu 1, sử dụng số liệu chéo được khảo sát từ 266 nhân viên tuyến đầu làm việc tại các ngân hàng. Kết quả cho thấy sự khiếm nhã của đồng nghiệp ảnh hưởng tiêu cực đến sự làm giàu thêm nguồn lực cho gia đình từ công việc và từ đó làm giảm mức độ hạnh phúc chủ quan. Bên cạnh đó, kết quả nghiên cứu cũng cho thấy các chiến lược đối phó đã làm giảm tác động tiêu cực của hành vi khiếm nhã từ đồng nghiệp đến sự làm giàu thêm nguồn lực cho gia đình từ công việc.

Nghiên cứu 2 sử dụng dữ liệu chéo thu thập được từ 186 nhân viên tuyến đầu làm việc trong ngành hàng không. Kết quả nghiên cứu cho thấy hành vi khiếm nhã của khách hàng và người giám sát được phát hiện làm tăng căng thẳng về tâm lý đối với nhân viên, từ đó làm giảm hiệu suất của công việc tự nguyện.