TURNOVER INTENTION IN THE FACE OF WORKPLACE INCIVILITY AMONG HUMAN SERVICE PROFESSIONALS: POWER OF NON-WORK SOCIAL SUPPORT
Main Article Content
Keywords
Workplace Incivility, turnover intention, Non-Work Social Support, Human Service Professionals, Workplace challenges and stressors
Abstract
Workplace incivility became an emerging issue and point of discussion since last few years. Scholars were in view point that workplace incivility acts like a workplace challenge for employees and can lead to negative consequence like burnout, turnover intention etc. Present study aimed at investigating the protective role of non-work social support in relation between workplace incivility and turnover intention among human service professionals. In order to meet the study objective family support index (subscale given by Caplan et al., 1975), Turnover Intention scale (O’Driscoll & Beehr, 1994) and newly developed workplace incivility scale were used. All measures have good reliability index. 545 human service professionals (doctors, nurses, teachers) with age range 25-50 years (M = 1.66, SD = 0.47) were recruited conveniently. Present study revealed that workplace incivility and all of its six subscales were significantly positively associated with turnover intention. It was also observed that workplace incivility and all of its subscales (except workplace disruption and intrusive behavior) were significantly negatively associated with non work social support. Findings underscored that non work social support could significantly moderate the relationship between workplace incivility along with its three subscales (professional disparagement, workplace discourtesy, workplace disrespect) with turnover intention among human service professionals. Present study highlighted the need for organizations to address the issue of workplace incivility in order to retain employees and to cut the cost for the employers.
References
2. Alcover, C. M., Chambel, M. J., Fernández, J. J., & Rodríguez, F. (2018). Perceived organizational support‐burnout‐satisfaction relationship in workers with disabilities: The moderation of family support. Scandinavian journal of psychology, 59(4), 451-461.
3. Alola, U. V., Asongu, S., & Alola, A. A. (2019). Linking supervisor incivility with job embeddedness and cynicism: The mediating role of employee self-efficacy. Gadjah Mada International Journal of Business, 21(3), 330-352.
4. Andersson, L. M., & Pearson, C. M. (1999). Tit for tat? The spiraling effect of incivility in the workplace. Academy of management review, 24(3), 452-471.
5. Bajaba, S., Azim, M. T., & Uddin, M. A. (2022). Social support and employee turnover intention: The mediating role of work-family conflict. Revista brasileira de gestão de negócios, 24, 48-65.
6. Caplan, R. D., Cobb, S., & French, J. R. (1975). Relationships of cessation of smoking with job stress, personality, and social support. Journal of applied psychology, 60(2), 211.
7. Chen, H. T., & Wang, C. H. (2019). Incivility, satisfaction and turnover intention of tourist hotel chefs: Moderating effects of emotional intelligence. International Journal of Contemporary Hospitality Management, 31(5), 2034-2053.
8. Chen, Y., Wang, Z., Peng, Y., Geimer, J., Sharp, O., & Jex, S. (2019). The multidimensionality of workplace incivility: Cross-cultural evidence. International Journal of Stress Management, 26(4), 356.
9. Cohen, S. E., & Syme, S. I. (1985). Social support and health. Academic press.
10. Cohen, S., & Wills, T. A. (1985). Stress, social support, and the buffering hypothesis. Psychological bulletin, 98(2), 310.
11. Cortina, L. M., Magley, V. J., Williams, J. H., & Langhout, R. D. (2001). Incivility in the workplace: incidence and impact. Journal of occupational health psychology, 6(1), 64.
12. Daniels, K., & De Jonge, J. (2010). Match making and match breaking: The nature of match within and around job design. Journal of Occupational and Organizational Psychology, 83(1), 1-16.
13. Fida, R., Laschinger, H. K. S., & Leiter, M. P. (2018). The protective role of self-efficacy against workplace incivility and burnout in nursing: A time-lagged study. Health care management review, 43(1), 21-29.
14. Giumetti, G. W., McKibben, E. S., Hatfield, A. L., Schroeder, A. N., & Kowalski, R. M. (2012). Cyber incivility@ work: The new age of interpersonal deviance. Cyberpsychology, Behavior, and Social Networking, 15(3), 148-154.
15. Hancock, J. I., Allen, D. G., Bosco, F. A., McDaniel, K. R., & Pierce, C. A. (2013). Meta-analytic review of employee turnover as a predictor of firm performance. Journal of management, 39(3), 573-603.
16. Handoyo, S., Samian, Syarifah, D., & Suhariadi, F. (2018). The measurement of workplace incivility in Indonesia: evidence and construct validity. Psychology Research and Behavior Management, 217-226.
17. Hobfoll, S. E., & Lerman, M. (1989). Predicting receipt of social support: a longitudinal study of parents' reactions to their child's illness. Health psychology, 8(1), 61.
18. Holm, K., Torkelson, E., & Bäckström, M. (2015). Models of workplace incivility: The relationships to instigated incivility and negative outcomes. BioMed research international, 2015.
19. House, J. S., Umberson, D., & Landis, K. R. (1988). Structures and processes of social support. Annual review of sociology, 14(1), 293-318.
20. Huang, H. T., & Lin, C. P. (2019). Assessing ethical efficacy, workplace incivility, and turnover intention: a moderated-mediation model. Review of Managerial Science, 13, 33-56.
21. Jiménez, P., Bregenzer, A., Leiter, M., & Magley, V. (2018). Psychometric properties of the German version of the workplace incivility scale and the instigated workplace incivility scale. Swiss Journal of Psychology.
22. Kavaklı, B. D., & Yildirim, N. (2022). The relationship between workplace incivility and turnover intention in nurses: A cross‐sectional study. Journal of Nursing Management, 30(5), 1235-1242.
23. Kern, J. H., & Grandey, A. A. (2009). Customer incivility as a social stressor: the role of race and racial identity for service employees. Journal of occupational health psychology, 14(1), 46.
24. Le, H., Lee, J., Nielsen, I., and Nguyen, T.L.A. (2022) Turnover intentions: The roles of job satisfaction and family support. Personnel Review (Accepted 25 July 2022, A-ranked, ABDC). DOI: https://doi.org/10.1108/PR-08-2021-0582.
25. Leavy, R. L. (1983). Social support and psychological disorder: A review. Journal of community psychology, 11(1), 3-21.
26. Lim, S., & Lee, A. (2011). Work and nonwork outcomes of workplace incivility: Does family support help? Journal of Occupational Health Psychology, 16(1), 95–111. https://doi.org/10.1037/a0021726
27. Lim, S., & Lee, A. (2011). Work and nonwork outcomes of workplace incivility: Does family support help?. Journal of occupational health psychology, 16(1), 95.
28. Mackey, J. D., Bishoff, J. D., Daniels, S. R., Hochwarter, W. A., & Ferris, G. R. (2019). Incivility’s relationship with workplace outcomes: Enactment as a boundary condition in two samples. Journal of Business Ethics, 155, 513-528.
29. Manzoor, M. T., Manzoor, T., & Khan, M. (2020). Workplace incivility: a cynicism booster leading to turnover intentions. Decision, 47(1), 91-99.
30. Martin, R. J., & Hine, D. W. (2005). Development and validation of the uncivil workplace behavior questionnaire. Journal of occupational health psychology, 10(4), 477.
31. Matthews, R. A., & Ritter, K. J. (2019). Applying adaptation theory to understand experienced incivility processes: Testing the repeated exposure hypothesis. Journal of occupational health psychology, 24(2), 270.
32. Miner, K. N., Smittick, A. L., He, Y., & Costa, P. L. (2019). Organizations behaving badly: Antecedents and consequences of uncivil workplace environments. The Journal of psychology, 153(5), 528-554.
33. Mobley, W. H., Horner, S. O., & Hollingsworth, A. T. (1978). An evaluation of precursors of hospital employee turnover. Journal of Applied psychology, 63(4), 408.
34. Namin, B. H., Marnburg, E., & Bakkevig Dagsland, Å. H. (2022). The effect of a caring climate on frontline employees’ turnover intention in the service industry: a serial multiple mediation model. Scandinavian Journal of Hospitality and Tourism, 22(3), 235-254.
35. Namin, B. H., Øgaard, T., & Røislien, J. (2021). Workplace incivility and turnover intention in organizations: A meta-analytic review. International Journal of Environmental Research and Public Health, 19(1), 25.
36. O'Driscoll, M. P., & Beehr, T. A. (1994). Supervisor behaviors, role stressors and uncertainty as predictors of personal outcomes for subordinates. Journal of organizational Behavior, 15(2), 141-155.
37. Park, L. S., & Martinez, L. R. (2022). An “I” for an “I”: A systematic review and meta-analysis of instigated and reciprocal incivility. Journal of Occupational Health Psychology, 27(1), 7.
38. Pearson, C. M., Andersson, L. M., & Porath, C. L. (2000). Assessing and attacking workplace incivility. Organizational dynamics, 29(2), 123-137.
39. Porath, C. L., & Pearson, C. M. (2010). The cost of bad behavior. Organizational dynamics, 39(1), 64-71.
40. Potipiroon, W., & Ford, M. T. (2019). Relational costs of status: Can the relationship between supervisor incivility, perceived support, and follower outcomes be exacerbated?. Journal of Occupational and Organizational Psychology, 92(4), 873-896.
41. Pu, B., Sang, W., Ji, S., Hu, J., & Phau, I. (2024). The effect of customer incivility on employees' turnover intention in hospitality industry: A chain mediating effect of emotional exhaustion and job satisfaction. International Journal of Hospitality Management, 118, 103665.
42. Rubab, S. (2024). Effect of customer incivility and emotional exhaustion on job satisfaction and turnover intentions in nurses at a tertiary care cancer hospital in Pakistan.
43. Razzaq, A. A., Bowra, Z. A., & Khan, S. (2023). Spillover of workplace incivility on family satisfaction of nurses: Role of work-to-family conflict and family support. Annals of Human and Social Sciences, 4(1), 180-191.
44. Rubab, S. (2024). Effect of customer incivility and emotional exhaustion on job satisfaction and turnover intentions in nurses at a tertiary care cancer hospital in Pakistan (Unpublished master's dissertation). Aga Khan University, Karachi, Pakistan.
45. Sao, R., Chandak, S., & Bhadade, P. (2022). Price of workplace incivility: impact on turnover intention. ECS Transactions, 107(1), 8939.
46. Thoresen, C. J., Kaplan, S. A., Barsky, A. P., Warren, C. R., & De Chermont, K. (2003, November). The affective underpinnings of job perceptions and attitudes: a meta-analytic review and integration. In 17th Annual Conference of the Society for Industrial and Organizational Psychology, Toronto, ON, Canada; An earlier version of this study was presented at the aforementioned conference. (Vol. 129, No. 6, p. 914). American Psychological Association.
47. Ursachi, G., Horodnic, I. A., & Zait, A. (2015). How reliable are measurement scales? External factors with indirect influence on reliability estimators. Procedia Economics and Finance, 20, 679-686.
48. Viswesvaran, C., Sanchez, J. I., & Fisher, J. (1999). The role of social support in the process of work stress: A meta-analysis. Journal of vocational behavior, 54(2), 314-334.
Article Sidebar
Article Details
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
All articles published in JPTCP are licensed under Copyright Creative Commons Attribution-NonCommercial 4.0 International License.
Saba Zer Naz Hafsa
Senior Lecturer, Department of Applied Psychology, Riphah International University Gulberg Greens Islamabad, Pakistan
Anis-ul-Haque
Professor, Department of Applied Psychology, National University of Modern Languages, Islamabad, Pakistan.
Jawairia Zafar
PhD Scholar, Senior Lecturer, Department of Applied Psychology, Riphah International University, Gulberg Greens Islamabad, Pakistan.
Arooj Fatima Mazhar
Lecturer, Department of Applied Psychology, Riphah International University, Gulberg Greens Islamabad, Pakistan.
Syeda Rabia Shaheen
M. Phil, National Institute of Psychology, Quaid-i-Azam University, Islamabad, Pakistan.
Syeda Ismat Ikram
Psychologist Govt of Punjab Special Education Department. M.Phil Quaid-i- Azam University Islamabad, Pakistan.