Workplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulnessWorkplace incivility and its outcomes the role of coping strategies and mindfulness
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 Prof Dr 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 Duy, Ms Quy, Ms Kha, Ms Hằng, Ms Lệ, 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.” - Paulo Coelho 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 i ACKNOWLEDGEMENTS ii TABLE OF CONTENTS iv LIST OF ABBREVIATIONS viii LIST OF FIGURES ix LIST OF TABLES x ABSTRACT xi CHAPTER 1: INTRODUCTION 1 1.1 Research background and research problem .1 1.1.1 Review of studies on workplace incivility .1 1.1.2 Identify research gaps .10 1.2 Research Objectives 14 1.2.1 Research objectives of study 1 15 1.2.2 Research objective of study 2 15 1.3 Research significance 15 1.4 Research methodology 17 1.5 Research context 18 1.5.1 Aviation and banking sectors as research context .18 1.5.2 Study 1 – Banking sector as research context, and coworkers and supervisors are main sources of workplace incivility 21 1.5.3 Study 2 - The aviation sector as the research context, and customers and supervisors are the main sources of workplace incivility 22 1.6 Overview articles 24 1.7 Dissertation structure 26 SUMMARY OF CHAPTER 1 27 CHAPTER 2: LITERATURE REVIEW 28 2.1 Theoretical framework 28 2.1.1 Conservation of resources 28 v 2.1.2 The work-home resources (W-H R) model .30 2.1.3 Theory of work-family enrichment .31 2.2 Overview of the study variables 32 2.2.1 Workplace incivility 32 2.2.2 Work-family enrichment 38 2.2.3 Psychological distress .39 2.2.4 Subjective well-being 40 2.2.5 In-role and extra-role performance 41 2.2.6 Coping strategies .42 2.2.7 Mindfulness .43 2.3 Hypothesis development .46 2.3.1 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 46 2.3.1.1 Workplace incivility, work-family enrichment, and subjective well- being 46 2.3.1.2 Coping strategies as a moderator 49 2.3.1.3 Gaps in the workplace incivility research 51 2.3.2 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 53 2.3.2.1 Workplace incivility and job performance 53 2.3.2.2 Workplace incivility, psychological distress and job performance .55 2.3.2.3 The moderating role of mindfulness 57 2.3.2.4 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 61 3.1 Research Method 61 3.1.1 Design and sample 61 3.1.2 Sample profile and measures 63 3.2 Data analysis and results 65 3.2.1 Analytical approach 65 3.2.2 Results .65 3.2.2.1 Assessment of the measurement model 65 3.2.2.2 Common method variance (CMV) tests 70 3.2.2.3 Assessment of the structural model 71 3.3 Discussion .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 .77 4.1 Research method 77 4.1.1 Design and sample 77 4.1.2 Sample profile and measures 78 4.2 Data analysis and results 80 4.2.1 Tests of reliability and validity 80 4.2.2 Common method variance (CMV) tests 83 4.2.3 PLS-SEM results: hypothesis testing 84 4.3 Discussion .87 SUMMARY OF CHAPTER 4 88 CHAPTER 5: CONCLUSION .90 vii 5.1 General discussion .90 5.2 Integrating the theoretical contributions 91 5.2.1 Contribution to research on workplace incivility 92 5.2.2 Contribution to theories and theoretical framework 94 5.3 Managerial implications .96 5.4 Limitations and suggestions for further research 100 SUMMARY OF CHAPTER 5 101 THE PUBLIC OF THE RESEARCH .103 APPENDIX 1 DESCRIPTIVE STATISTICS OF STUDIES ON WORKPLACE INCIVILITY 134 APPENDIX 2 CO-CITATION NETWORK OF WORKPLACE INCIVILITY RESEARCH TOPIC .140 APPENDIX 3 KEYWORD ANALYSIS AND CO-WORD NETWORK .142 APPENDIX 4 LIST OF EXPERTS/STAFFS 145 APPENDIX 5 - THE FIRST DRAFT SCALE 148 APPENDIX 6 OUTLINE FOR IN-DEPTH INTERVIEWS 153 APPENDIX 7 SUMMARY OF RESULTS AFTER IN-DEPTH INTERVIEWS .161 APPENDIX 8 SECOND DRAFT SCALE (AFTER QUALITATIVE PRELIMINARY RESEARCH) 166 APPENDIX 9 THE OFFICIAL SURVEY QUESTIONNAIRE 171 APPENDIX 10 SURVEY QUESTIONNAIRE (ENGLISH VERSION) .178 APPENDIX 11 RESULTS OF QUANTITATIVE PILOT STUDY 184 APPENDIX 12 DEMOGRAPHIC CHARACTERISTICS 201 APPENDIX 13 MEASUREMENT ASSESSMENT 203 APPENDIX 14 EVALUATION OF COMMON METHOD BIAS 211 viii AVE LIST OF ABBREVIATIONS CMV CR Average variance extracted COR Common method variance COPING COI Composite reliability CUS Conservation of resources EXP FLEs Coping strategies INP Coworker incivility PD Customer incivility PLS -SEM Extra-role performance SWB Frontline employees SI In-role performance TSN' Int Psychological distress VIF Partial least square structural equation model WFE Subjective well-being WH-R Supervisor incivility WI Tan Son Nhat International Airport Variance inflation factor Work-family enrichment Work-home resources Workplace incivility