English
20(4)2025
Tác động của hành vi khiếm nhã tại nơi làm việc đến sự xa lánh công việc của nhân viên: Trường hợp nhân viên tuyến đầu tại cảng hàng không quốc tế Tân Sơn Nhất
Tác giả liên hệ, Email:Ngày nộp: 09-07-2024
Ngày duyệt đăng: 22-11-2024 Ngày xuất bản: 03-01-2025
Tóm tắt
Chỉ số JEL
Từ khóa
Trích dẫn:
Do, T. U. (2025). Tác động của hành vi khiếm nhã tại nơi làm việc đến sự xa lánh công việc của nhân viên: Trường hợp nhân viên tuyến đầu tại cảng hàng không quốc tế Tân Sơn Nhất [The impact of workplace incivility on work alienation: A study of frontline staff at Tan Son Nhat international airport]. Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh – Kinh tế và Quản trị Kinh doanh, 20(4), 62-75. https://doi.org/10.46223/HCMCOUJS.econ.vi.20.4.3550.2025
Tài liệu tham khảo
Al-Romeedy, B. S., & El-Sisi, S. (2023). Does workplace incivility affect travel agency performance through innovation, organizational citizenship behaviors, and organizational commitment? Tourism Review, 79(8), 1474-1491. https://doi.org/10.1108/TR-06-2023-0389
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. https://doi.org/10.5465/AMR.1999.2202131
Arnold, K. A., & Walsh, M. M. (2015). Customer incivility and employee well-being: Testing the moderating effects of meaning, perspective taking and transformational leadership. Work & Stress, 29(4), 362-378. https://doi.org/10.1080/02678373.2015.1075234
Bagozzi, R. P., & Yi, Y. (1998). On the evaluation of structural equation models. Journal of the Academy of Marketing Science, 16(1), 74-94.
Banai, M., Reisel, W. D., & Probst, T. M. (2004). A managerial and personal control model: Predictions of work alienation and organizational commitment in Hungary. Journal of International Management, 10(3), 375-392. https://doi.org/10.1016/j.intman.2004.05.002
Baumeister, R. F., Masicampo, E. J., & Vohs, K. D. (2011). Do conscious thoughts cause behavior? Annual Review of Psychology, 62(1), 331-361. https://doi.org/10.1146/annurev.psych.093008.131126
Bergman, M. E. (2006). The relationship between affective and normative commitment: Review and research agenda. Journal of Organizational Behavior, 27(5), 645-663. https://doi.org/10.1002/job.372
Brislin, R. W. (1970). Back-translation for cross-cultural research. Journal of Cross-Cultural Psychology, 1(s3), 185-216, https://doi.org/10.1177/135910457000100301.
Chen, F. Y., & Chang, Y. H. (2005). Examining airline service quality from a process perspective. Journal of Air Transport Management, 11(2), 79-87. https://doi.org/10.1016/j.jairtraman.2004.09.002
Cho, M., Bonn, M. A., Han, S. J., & Lee, K. H. (2016). Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance. International Journal of Contemporary Hospitality Management, 28(12), 2888-2912. https://doi.org/10.1108/ijchm-04-2015-0205
Chua, B. L., Al-Ansi, A., Kim, S. (Sam), Wong, A. K. F., & Han, H. (2022). Examining airline employees’ work-related stress and coping strategies during the global tourism crisis. International Journal of Contemporary Hospitality Management, 34(10), 3715-3742. https://doi.org/10.1108/IJCHM-09-2021-1085
Cortina, L. M., Kabat-Farr, D., Leskinen, E. A., Huerta, M., & Magley, V. J. (2013). Selective incivility as modern discrimination in organizations: Evidence and impact. Journal of Management, 39(6), 1579-1605. https://doi.org/10.1177/0149206311418835
Fornell, C., & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18(3), 382-388. https://doi.org/10.2307/3150980
Gallus, J. A., Bunk, J. A., Matthews, R. A., Barnes-farrell, J. I., & Magley, V. J. (2014). An eye for an eye? exploring the relationship between workplace incivility experiences and perpetration. Journal of Occupational Health Psychology, 19(2), 143-154.
Gefen, D., & Straub, D. (2000). The relative importance of perceived ease of use in IS adoption: A study of e-commerce adoption. Journal of the Association for Information Systems, 1(1), 1-30. https://doi.org/10.17705/1jais.00008
Gilmer, D. O., Magley, V. J., Dugan, A. G., Namazi, S., & Cherniack, M. G. (2023). Relative importance of incivility and loneliness in occupational health outcomes. Occupational Health Science, 7(3), 531-555. https://doi.org/10.1007/s41542-023-00145-z
Gouldner, A. W. (1960). The norm of reciprocity: A preliminary statement. American Sociological Review, 25(2), 161-178.
Grandey, A. A., Dickter, D. N., & Sin, H. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior, 25(3), 397-418. https://doi.org/10.1002/job.252
Grégoire, Y., & Fisher, R. J. (2006). The effects of relationship quality on customer retaliation. Marketing Letters, 17(1), 31-46. https://doi.org/10.1007/ s11002-006-3796-4
Hair, J. F., Anderson, R. E., Tatham, R. L., & Black, W. C. (1998). Multivariate data analysis (5th ed., Vol. 5). Prentice Hall.
Hirschfeld, R. R., & Feild, H. S. (2000). Work centrality and work alienation: Distinct aspects of a general commitment to work. Journal of Organizational Behavior, 21(7), 789-800. https://doi.org/10.1002/1099-1379(200011)21:7<789:AID-JOB59>3.0.CO;2-W
Horowitz, I. L. (1966). On alienation and the social order. Philosophy and Phenomenological Research, 27(2), 230-237. https://doi.org/10.2307/2105361
Hulin, C., Netemeyer, R., & Cudeck, R. (2001). Can a reliability coefficient be too high? Journal of Consumer Psychology, 10(1), 55-58. https://doi.org/10.2307/1480474
Jawahar, I. M., & Schreurs, B. (2018). Supervisor incivility and how it affects subordinates’ performance: A matter of trust. Personnel Review, 47(3), 709-726. https://doi.org/10.1108/PR-01-2017-0022
Kanungo, R. N. (1979). The concepts of alienation and involvement revisited. Psychological Bulletin, 86(1), 119-138. https://doi.org/10.1037/0033-2909.86.1.119
Karatepe, O. M., & Choubtarash, H. (2014). The effects of perceived crowding, emotional dissonance, and emotional exhaustion on critical job outcomes: A study of ground staff in the airline industry. Journal of Air Transport Management, 40, 82-191. https://doi.org/10.1016/j.jairtraman.2014.07.006
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
Mercurio, Z. A. (2015). Affective commitment as a core essence of organizational commitment - An integrative literature review. Human Resource Development Review, 14(4), 389-414. https://doi.org/10.1177/1534484315603612.
Michaels, R. E., Cron, W. L., Dubinsky, A. J., & Joachimsthaler, E. A. (1988). Influence of formalization on the organizational commitment and work alienation of salespeople and industrial buyers. Journal of Marketing Research, 25(4), 376-383. https://doi.org/10.1177/002224378802500405
Montal-Rosenberg, R., Bamberger, P. A., Nahum-Shani, I., Wang, M., Larimer, M., & Bacharach, S. B. (2023). Supervisor undermining, social isolation and subordinates’ problematic drinking: The role of depression and perceived drinking norms. Journal of Drug Issues, 53(1), 37-60. https://doi.org/10.1177/00220426221098981
Mowday, R. T., Porter, L. W., & Steers, R. M. (1982). Employee-organization linkages: The psychology of commitment, absenteeism, and turnover. Academic Press.
Nair, N., & Vohra, N. (2009). Developing a new measure of work alienation. Journal of Workplace Rights, 14(3), 293-309. https://doi.org/10.2190/WR.14.3.c
Nair, N., & Vohra, N. (2010). An exploration of factors predicting work alienation of knowledge workers. Management Decision, 48(4), 600-615. https://doi.org/10.1108/00251741011041373
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), Article 25. https://doi.org/10.3390/ijerph19010025
Overend, T. (1975). Alienation: A conceptual analysis. Philosophy and Phenomenological Research, 35(3), 301-322. https://doi.org/10.2307/2106338
Perreira, T. A., Morin, A. J. S., Hebert, M., Gillet, N., Houle, S. A., & Berta, W. (2018). The short form of the Workplace Affective Commitment Multidimensional Questionnaire (WACMQ-S): A bifactor-ESEM approach among healthcare professionals. Journal of Vocational Behavior, 106, 62-83. https://doi.org/10.1016/j.jvb.2017.12.004
Porath, C. L., & Erez, A. (2007). Does rudeness really matter? The effects of rudeness on task performance and helpfulness. Academy of Management Journal, 50(5), 1181-1197. https://doi.org//10.2307/20159919
Porath, C., & Pearson, C. (2013). The price of incivility. Harvard Business Review, 91(1/2), 114-121.
Rokach, A. (2004). Loneliness then and now: Reflections on social and emotional alienation in everyday life. Current Psychology, 23(1), 24-40. https://doi.org/10.1007/s12144-004-1006-1
Rupp, D. E., & Spencer, S. (2006). When customers lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions. Journal of Applied Psychology, 91(4), 971-978. https://doi.org/10.1037/0021-9010.91.4.971
Sakurai, K., & 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, 17(2), 150-161. https://doi.org/10.1037/a0027350
Salancik, G. R. (1977). Commitment is too easy! Organizational Dynamics, 6(1), 62-80. https://doi.org/10.1016/0090-2616(77)90035-3
Sarstedt, M., Hair, J. F., Cheah, J. H., Becker, J. M., & Ringle, C. M. (2019). How to specify, estimate, and validate higher-order constructs in PLS-SEM. Australasian Marketing Journal, 27(3), 197-211. https://doi.org/10.1016/j.ausmj.2019.05.003
Sarwar, A., Zakariya, R., Afshari, L., & Ishaq, E. (2022). But I’ve got my powers: Examining a moderated mediation model of punitive supervision, work alienation and well-being in hospitality industry. Journal of Hospitality and Tourism Management, 51, 303-311. https://doi.org/10.1016/j.jhtm.2022.03.018
Schacht, R. (2015). Alienation. Psychology Press. https://doi.org/10.4324/9781315712703
Schilpzand, P., De Pater, I. E., & Erez, A. (2016). Workplace incivility: A review of the literature and agenda for future research. Journal of Organizational Behavior, 37(4),
s57-s88. https://doi.org/10.1002/job.1976
Shantz, A., Alfes, K., Bailey, C., & Soane, E. (2015). Drivers and outcomes of work alienation. Journal of Management Inquiry, 24(4), 382-393. https://doi.org/10.1177/1056492615573325
Shore, L. M., Tetrick, L. E., Lynch, P., & Barksdale, K. (2006). Social and economic exchange: Construct development and validation. Journal of Applied Social Psychology, 36(4),
837-867. https://doi.org/10.1111/j.0021-9029.2006.00046.x
Shoss, M. K., Eisenberger, R., Restubog, S. L. D., & Zagenczyk, T. J. (2013). Blaming the organization for abusive supervision: The roles of perceived organizational support and supervisor’s organizational embodiment. Journal of Applied Psychology, 98(1), 158-168. https://doi.org/10.1037/a0030687
Spector, P. E., & Jex, S. M. (1998). Development of four self-report measures of job stressors and strain: Interpersonal conflict at work scale, organizational constraints scale, quantitative workload inventory, and physical symptoms inventory. Journal of Occupational Health Psychology, 3(4), 356-367.
Usman, M., Ali, M., Mughal, F., & Agyemang-Mintah, P. (2021). Policy alienation and street-level bureaucrats’ psychological wellbeing: The mediating role of alienative commitment. Journal of Public Administration Research and Theory, 31(2), 278-294. https://doi.org/10.1093/jopart/muaa043
Vasconcelos, A. F. (2020). Workplace incivility: A literature review. International Journal of Workplace Health Management, 13(5), 513-542. https://doi.org/10.1108/IJWHM-11-2019-0137
Weiss, H. M., & Cropanzano, R. (1996). Affective events theory: A theoretical discussion of the structure, causes and consequences of affective experiences at work. In B. M. Staw & L. L. Cummings (Eds.), Research in organizational behavior: An annual series of analytical essays and critical reviews (Vol. 18, pp. 1-74). Elsevier Science/JAI Press.
Welbourne, J. L., & Sariol, A. M. (2017). When does incivility lead to counterproductive work behavior? Roles of job involvement, task interdependence, and gender. Journal of Occupational Health Psychology, 22(2), 194-206. https://doi.org/10.1037/ocp0000029
Xia, B., Wang, X., Li, Q., He, Y., & Wang, W. (2022). How workplace incivility leads to work alienation: A moderated mediation model. Frontiers in Psychology, 13. https://doi.org/10.3389/fpsyg.2022.921161
Yu, H., Yang, F., Wang, T., Sun, J., & Hu, W. (2021). How perceived overqualification relates to work alienation and emotional exhaustion: The moderating role of LMX. Current Psychology, 40(12), 6067-6075. https://doi.org/10.1007/s12144-019-00538-w
Yue, Y., Wang, K. L., & Groth, M. (2022). It went downhill from there: The spillover effect from previous customer mistreatment on frontline employees’ service delivery. Journal of Service Research, 25(3), 478-493. https://doi.org/10.1177/10946705211049098
© The Author(s) 2025. This is an open access publication under CC BY NC licence.