Impacts of interpersonal conflict and occupational stress on the organizational commitment of vietnamese employees, and the role of social support

VIETNAM NATIONAL UNIVERSITY, HANOI VIETNAM JAPAN UNIVERSITY - NGUYEN QUANG MINH IMPACTS OF INTERPERSONAL CONFLICT AND OCCUPATIONAL STRESS ON THE ORGANIZATIONAL COMMITMENT OF VIETNAMESE EMPLOYEES, AND THE ROLE OF SOCIAL SUPPORT MASTER’S THESIS BUSINESS ADMINISTRATION Hanoi, 2020 VIETNAM NATIONAL UNIVERSITY, HANOI VIETNAM JAPAN UNIVERSITY NGUYEN QUANG MINH IMPACTS OF INTERPERSONAL CONFLICT AND OCCUPATIONAL STRESS ON THE ORGANIZATIONAL COMMITMENT OF VIETNAMESE EMPLOYEES, AND THE ROLE OF SOCIAL SUPPORT MAJOR: BUSINESS ADMINISTRATION CODE: 8340101.01 RESEARCH SUPERVISORS: Prof Dr MOTONARI TANABU Assoc.Prof Dr NHAM PHONG TUAN Hanoi, 2020 ACKNOWLEDGEMENT In this part, I would like to express my deepest gratitude and massive thanks to my supervisors Prof Motonari Tanabu and Assoc.Prof Nham Phong Tuan With your support, guidance, comments, recommendations and encouragements, I have already overcome troubles in doing the master thesis and finally completed it I would like to share my thanks to all of respondents who helped me accomplish the thesis with your provided data I also want to send my big thanks to Huong-san, an assistant of MBA Programs and all member of MBA-03 class Thank to them, I have the memorable and meaningful time in Vietnam Japan University in two years and I will never forget it Thank you Viet Nam Japan University for supporting me a lot as well as giving me an memorable opportunity to experience the academic environment that I could gain beneficial knowledge and assist me in expanding my perspective in life Thank you so much for everything For me, that was unforgettable time in my life and also the great motivation and inspiration for me to improve myself in the future Nguyen Quang Minh 11/5/2020 ABSTRACT Purpuse of the study: In the real time, the working context in Vietnam is recognized with the high level of competitive pace, so the ratio of workers rotation is a crucial point for the development of busisses As a result, many Vietnamese employees have a sense of changing their works because they tend to seek for the better working environment in the new places where they can be treated with full of respective This is a noticeable issue because it places a crucial task for Human Resource Managers in controlling and managing the labour of the company My research concentrates on two main parts that have already occured in the working environmenet in Vietnam The first problem links to the impacts from interpersonal conflict with both supervisors and coworkers on the commitment behaviors of Vietnamese employees In the second part, the issue of social support that employees can gain from outside of the company will decides the level of organizational commitment of them Besides, the factor occupational stress will also interfere in this relationship with the specific role as a mediator Within this relationship between three factors, the study contribute exams the effect from social support on engagement attitude of Vietnamese workers in both direct and indirect effect Research Methodology/Design: The research will be implemented through 217 responses of employees who are working in Vietnam After collecting data from respondents, the next process will be using the SPSS tool for the analyzing step Findings: Conflict with supervisors is the important point to decide commitment behavior of Vietnamese employees, but the conflict with colleagues seems to increase a weak significant on their commitment Besides, Social Support will strongly contribute for the organizational commitment behavior, but it is lower when stress at work interferes Stress also has the weak positive effect with social support and commitment, and takes a role as mediator when receiving the effect from social support on the side of family Research Limitations: The way that employees produce the weak positive effect from their conflict with coworkers to their commitment behavior has not been clear with its reasons Another limitaition is the size of social support is only narrowed in the scale from Family and Friends And the final limitation is there is a shortage of determination about the positive impact from Stress at work with social support and organizational commitment Contribution: Explore the factors affecting on Vietnamese workers‟ commitment behavior Keyword: interpersonal conflict, social support, occupational stress, organizational commitment TABLE OF CONTENTS CHAPTER INTRODUCTION 1.1Background of the Study 1.1.1Practical Issues 1.1.2Theoretical Issues 1.2Research Objective and Research Questions 1.3Subject and Scope of the Study 1.4Outline of the Thesis CHAPTER LITERATURE REVIEW AND HYPOTHESES DEVELOPMENT 2.1Review of Conceptual Framework and Literature Background 2.1.1Interpersonal Conflict 2.1.2Social Support 2.1.3Occupational Stress 2.1.4Organizational Commitment 2.2Review of Relevant Theoretical Model 2.3Hypotheses Development and Conceptual Model 2.3.1Interpersonal Conflict with Supe 2.3.2Interpersonal Conflict with Coll 2.3.3Social Support and Occupationa 2.3.4Occupational Stress and Organiz 2.3.5Social Support and Organizatio 2.3.6Interpersonal Conflict with Supe 2.3.7Interpersonal Conflict with Coll CHAPTER RESEARCH METHODOLOGY 3.1Sampling 3.2Data Collection Procedures 3.3Data Analysis 3.4Measurements 3.5The Development Processs of the Questionnaire CHAPTER RESEARCH ANALYSIS AND RESULTS 4.1Demographic Analysis 4.1.1Frequency Analysis 4.1.2Descriptive Analysis 4.1.3Reliability and EFA Analysis i 4.2 Analyzing results of the relationship between “Interpersonal Conflict” and “Organizational Commitment” 64 4.3 Analyzing results of the relationship between “Interpersonal Conflict” and “Occupational Stress” 68 4.4 Analyzing results of the relationship between “Social Support”, “Occupational Stress” and “Organizational Commitment” 72 4.4.1 The result of the relationship among Social Support from Family, Occupational Stress and Organizational Commitment 72 4.4.2 Analyzing the relationship among Social Support from Friends, Occupational Stress and Organizational Commitment 76 4.5 Hypotheses Testing 79 4.6 The comparison of the research result between Robert Bosch Corporation and VietAbank 80 4.6.1 Robert Bosch Gmbh Company 80 4.6.2 VietAbank Company 82 CHAPTER 5: DISCUSSIONS, IMPLICATIONS AND LIMITATIONS OF THE STUDY 84 5.1 Discussions of the Study 84 5.1.1 The relationship between “Interpersonal Conflict” and “Organizational Commitment” 84 5.1.2 The relationship between “Interpersonal Conflict” and “Occupational Stress” 87 5.1.3 The result of the relationship between “Social Support”, “Occupational Stress” and “Organizational Commitment” 88 5.1.4 The difference in these relationships between Robert Borsch Corporation and VietAbank 91 5.2 Implications of the Study 93 5.3 Limitations of the Study 96 CONCLUSION 99 REFERENCE 101 APENDIX ii LIST OF TABLES Table 2.1 The general definition of Inte Table 2.2 The reviewed instruments fo Table 2.3 All items of the measured instruments for Interpersonal Conflict with Supervisors and Colleagues ((Spector & Jex, 1998) (Belausteguigoitia et al., 2016) Table 2.4 The reviewed instruments for measuring Social Support Table 2.5 All items of the MSPSS instruments for measuring Social Support (Zimet et al., 1988) 20 Table 2.6 All items of the measured instrument for Occupational Stress (Cullen et al., 1985) 23 Table 2.7 All items of the measured instrument for Organizational Commitment (Allen & Meyer, 1990) Table 3.1 Measured Instruments of all related variables in the study Table 4.1.1 The Frequency Statistics Table Table 4.1.2 The table of Frequency Analysis for Age, Gender and Education Level Table 4.1.3 The codes of relevant variables Table 4.1.4 The descriptive statistics table of “Interpersonal Conflict with Supervisors 48 Table 4.1.5 The descriptive statistics table of “Interpersonal Conflict with Colleagues Table 4.1.6 The descriptive statistics table of Social Support Table 4.1.7 The descriptive statistics table of Occupatoinal Stress Table 4.1.8 The descriptive statistics table of Organizational Commitment Table 4.1.9 The Reliability Table of Interpersonal Conflict with Supervisors Table 4.1.10 The table of EFA Analyzing for Interpersonal Conflict with Supervisors Table 4.1.11 The Reliability Table of Interpersonal Conflict with Colleagues Table 4.1.12 The table of EFA Analyzing for Interpersonal Conflict with Colleagues 54 Table 4.1.13 Table 4.1.14 Table 4.1.15 The table of Rotated Component Matrix for Social Support before removing items 57 The R KMO iii 103 34 Hair, J., Black, W., Babin, B., & Anderson, R (2014) Multivariate Data Analysis (7 ed.) 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Zimet, S., & Farley, G (1988) The Multidimensional Scale of Perceived Social Support Journal of Personality Assessment, 52(1), 30-41 109 APENDIX QUESTIONNAIRE Dear everyone I am Nguyen Quang Minh, a master‟s student in Business Administration at Vietnam Japan University in Hanoi At present, I am conducting the survey on the commitment to organization The first thing is to give my massive thank to everyone who is observing this survey, and I hope all of you may be happy and comfortable to share your thoughts and perceptions about the important topic I am tackling with I assure that your response will be kept confidential and that results from this survey will be used for purely academic purposes, not for any commercial purpose Once again, thank you very much for your kindness and wish all of you may have the success and happiness in your life It takes you around 10 minutes to complete answering the questionnaire A From 18 to 24 C From 31 to 40 Please indicate your age: A Male Please indicate your gender: Please indicate your education level: A The Associate Degree C Postgraduate Degree Throughout your experience at the work place and your life, please select the level of your consent with each statement based on the scale from to 5: Strongly Disagree Strongly Agree No Description My supervisors rudes to me at work I get the emotional help and support I need from my family There are a lot of aspects about my job that can make me p upset about things My colleagues and I not get along well with each other I really feel as if this organization‟s problems are my own There is a special person with whom I can share joys and sorrows Supervisor yells at you at work A lot of the times, my job makes me very frustrated or ang I not feel a strong sense of belonging to my organization 10 There is a special person who is around when I am in need 11 My supervisor gets into arguments with others at 12 I am usually calm and at ease when I am working 13 My family really tries to help me 14 I think that I could easily become as attached to another 15 organization as I am to this one My colleagues and I often get angry while working togethe 16 My family is willing to make decisions 17 I feel that I am under a lot of pressure when I am at work 18 I can count on my friends when things go wrong 19 I not feel ‟emotionally attached‟ to this organization 20 My supervisor does nasty things to me at 21 22 There is a special person in my life who cares about my fee There often are tensions in the relationship between my 23 colleagues and myself I not feel like „part of the family‟ at my organization 24 I can talk about my problems with my family 25 I can talk about my problems with my friends 26 27 28 I would be very happy to spend the rest of my career with t organization My colleagues and I generally dislike interacting with eac other I have a special person who is a real source of comfort to m 29 This organization has a great deal of personal meaning for 30 My friends really try to help me 31 When I‟m at work, I often feel tense or uptight 32 I have friends with whom I can share my joys and sorrows 33 I enjoy discussing my organization with people outside it BẢNG HỎI Kính chào quý Anh/Chị Tôi tên Nguyễn Quang Minh, sinh viên thạc sĩ quản trị kinh doanh Trường Đại học Việt Nhật, Đại học Quốc Gia Hà Nội Hiện thực khảo sát cam kết đến tổ chức nhân viên Việt Nam Đầu tiên, muốn cảm ơn tất Anh/Chị quan sát khảo sát hi vọng Anh/Chị thực cảm thấy thoải mái để chia sẻ cảm nghĩ đề tài mà tơi thực Các ý kiến Anh/Chị giúp ích cho tơi nhiều việc hồn thiện cho khảo sát này, xin cam đoan kết khảo sát hoàn toàn phục vụ cho mục đích nghiên cứu khơng mục đích thương mại Một lần xin cảm ơn Anh/Chị nhiệt tình trợ giúp buổi thảo luận chúc Anh/Chị luôn đạt nhiều thành công hạnh phúc cơng việc sống Mong Anh/Chị dành 10 phút để trả lời bảng hỏi bên dưới: Tuổi Anh/Chị B Từ 25 đến 30 tuổi A Từ 18 đến 24 tuổi D Trên 40 tuổi C Từ 31 đến 40 tuổi Giới tính Anh/Chị A Nam B Nữ Trình độ học vấn Anh/Chị A Cao đẳng B Đại học C Cao học D Khác (Xin vui lòng nêu rõ) Qua trải nghiệm nơi làm việc sống anh chị, xin lựa chọn câu trả lời cho nhận định đây, với thang đo từ đến Rất không đồng ý Rất đồng ý STT Câu hỏi Sếp cư xử thô lỗ với làm việc Tôi nhân giúp đỡ mặt cảm xúc từ gia đì Nhiều khía cạnh cơng việc làm cảm thấy buồ Tôi đồng nghiệp mối quan hệ tốt v 10 11 Tôi cảm thấy vấn đề tổ chức vấn Có người đặc biệt mà tơi sẵn sàng chia sẻ nỗi buồn Sếp lớn tiếng với nơi làm việc Nhiều lần công việc khiến cảm thấy khó dọc Tơi khơng cảm thấy q khao khát gắn bó với t làm việc Có người đặc biệt bên cạnh cần 12 Sếp hay xảy tranh cãi với người kh cơng ty Tơi cảm thấy bình thường thư thả làm việc 13 Gia đình thực cố gắng giúp đỡ tơi 14 Tơi nghĩ tơi dễ dàng gắn bó với tổ c 15 cách tơi gắn bó với tổ chức tơi làm việc Tôi đồng nghiệp cáu gắt làm việc với 16 Gia đình tơi sẵn sàng đưa định cho t 17 18 19 Tôi cảm thấy nhiều áp lực đặt lên Tơi đếm số lượng bạn bè bên cạnh đ may xảy đến với Tôi khơng cảm thấy tình cảm gắn bó với tổ ch 20 21 22 23 24 Sếp gây khó chịu với tơi nơi làm việc Có người sống sẵn sàng quan tâm đế tơi Có mối căng thẳng tơi đồng nghiệp Tơi khơng cảm thấy phần tổ ch Tơi kể vấn đề gặp phải v 25 26 27 28 Tơi kể vấn đề gặp phải v Tơi hạnh phúc dành phần lại n chức Tơi đồng nghiệp cảm thấy khó chịu phải tươn Có người nguồn động lực để an ủi 29 Tổ chức có nhiều ý nghĩa cá nhân tơi 30 Bạn bè thực cố gắng giúp đỡ 31 Khi làm việc công ty, cảm thấy căng thẳng 32 33 Tơi có người bạn mà tơi sẵn sàng chia buồn Tôi thường thoải mái đề cập đến tổ chức k chuyện với người ngồi ... 5.1.2 The relationship between ? ?Interpersonal Conflict? ?? and ? ?Occupational Stress? ?? 87 5.1.3 The result of the relationship between ? ?Social Support? ??, ? ?Occupational Stress? ?? and ? ?Organizational Commitment? ??... received supportive perception from their family The research on the effects of Interpersonal Conflict, Social Support, and Occupational Stress on Organizational Commitment when setting in the context... levels and various forms Table 2.1 The general definition of Interpersonal Conflict types in an organization Levels of Conflicts Intrapersonal Conflict Interpersonal conflict Intragroup Conflict