(Luận văn thạc sĩ) 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 1.1 Background of the Study 1.1.1 Practical Issues 1.1.2 Theoretical Issues 1.2 Research Objective and Research Questions 1.3 Subject and Scope of the Study 1.4 Outline of the Thesis CHAPTER LITERATURE REVIEW AND HYPOTHESES DEVELOPMENT 2.1 Review of Conceptual Framework and Literature Background 2.1.1 Interpersonal Conflict 2.1.2 Social Support 16 2.1.3 Occupational Stress 20 2.1.4 Organizational Commitment 24 2.2 Review of Relevant Theoretical Model 26 2.3 Hypotheses Development and Conceptual Model 30 2.3.1 Interpersonal Conflict with Supervisors and Organizational Commitment 31 2.3.2 Interpersonal Conflict with Colleagues and Organizational Commitment 31 2.3.3 Social Support and Occupational Stress 32 2.3.4 Occupational Stress and Organizational Commitment 33 2.3.5 Social Support and Organizational Commitment 34 2.3.6 Interpersonal Conflict with Supervisors and Occupational Stress 34 2.3.7 Interpersonal Conflict with Colleagues and Occupational Stress 35 CHAPTER RESEARCH METHODOLOGY 39 3.1 Sampling 39 3.2 Data Collection Procedures 40 3.3 Data Analysis 41 3.4 Measurements 41 3.5 The Development Processs of the Questionnaire 42 CHAPTER RESEARCH ANALYSIS AND RESULTS 44 4.1 Demographic Analysis 45 4.1.1 Frequency Analysis 45 4.1.2 Descriptive Analysis 47 4.1.3 Reliability and EFA Analysis 51 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 Interpersonal Conflict types in an organization 10 Table 2.2 The reviewed instruments for measuring Interpersonal Conflict 14 Table 2.3 All items of the measured instruments for Interpersonal Conflict with Supervisors and Colleagues ((Spector & Jex, 1998) (Belausteguigoitia et al., 2016) 15 Table 2.4 The reviewed instruments for measuring Social Support 18 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) 26 Table 3.1 Measured Instruments of all related variables in the study 42 Table 4.1.1 The Frequency Statistics Table 45 Table 4.1.2 The table of Frequency Analysis for Age, Gender and Education Level 46 Table 4.1.3 The codes of relevant variables 48 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 49 Table 4.1.6 The descriptive statistics table of Social Support 49 Table 4.1.7 The descriptive statistics table of Occupatoinal Stress 50 Table 4.1.8 The descriptive statistics table of Organizational Commitment 51 Table 4.1.9 The Reliability Table of Interpersonal Conflict with Supervisors 52 Table 4.1.10 The table of EFA Analyzing for Interpersonal Conflict with Supervisors 53 Table 4.1.11 The Reliability Table of Interpersonal Conflict with Colleagues 54 Table 4.1.12 The table of EFA Analyzing for Interpersonal Conflict with Colleagues 54 Table 4.1.13 The Reliability Table of Social Support 56 Table 4.1.14 KMO and Barlett‟s Test, and Total Variance tables of Social Support 57 Table 4.1.15 The table of Rotated Component Matrix for Social Support before removing items 57 iii Table 4.1.16 The table of Rotated Component Matrix for Social Support after removing items 58 Table 4.1.17 The Reliability Table of Occupational Stress 59 Table 4.1.18 The table of EFA Analyzing for Occupational Stress 60 Table 4.1.19 The Reliability Table of Organizational Commitment 62 Table 4.1.20 The table of EFA Analyzing for Organizational Commitment 63 Table 4.2.1 The correlations table of three variables ICC, ICS and OC 65 Table 4.2.2 The results of Regression Analysis for ICS, ICC and OC 67 Table 4.3.1 The correlations table of Interpersonal Conflict and Occupational Stress 69 Table 4.3.2 The regression analysis table of Interpersonal Conflict and Occupational Stress 70 Table 4.4.1 The outcome variables of the mediator relationship (with Social Support from Family) 73 Table 4.4.2 The description of effect of Social Support from Family on Organizational Commitment 75 Table 4.4.3 The outcome variables of the mediator relationship (with Social Support from Friends) 77 Table 4.4.4 The description of effect of Social Support from Friends on Organizational Commitment 78 iv LIST OF FIGURES Figure 2.1 The conceptual model of the effect of Interpersonal Conflict on Organizational Commitment (Imanol Belausteguigoitia et al., 2016) 27 Figure 2.2 The general view of the Interpersonal Conflict‟s impacts (Frone, 2000) 28 Figure 2.3 The Model of the relationship between Interpersonal Conflict and Job Stress (Haq, 2011) 29 Figure 2.4 The conceptual research model of the study 37 Figure 4.1 The results of impacts from Interpersonal Conflict on Occupational Stress 71 Figure 4.2 The effect of mediation relationship between Social Support from Family, Occupational Stress and Organizational Commitment 76 Figure 4.3 The resuts of all variables in Robert Bosch Company 81 Figure 4.4 The resuts of all variables in VietAbank Company 82 Figure 5.1 The research model with final results 91 v REFERENCE National Institute for 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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 Please indicate your age: A From 18 to 24 C From 31 to 40 B From 25 to 30 D Over 40 Please indicate your gender: A Male B Female Please indicate your education level: A The Associate Degree B The bachelor‟s Degree C Postgraduate Degree D Other (Please specify) 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 pretty 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 Consent Level 5 5 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 angry I not feel a strong sense of belonging to my organization 10 11 There is a special person who is around when I am in need My supervisor gets into arguments with others at 5 12 I am usually calm and at ease when I am working 13 15 My family really tries to help me I think that I could easily become as attached to another organization as I am to this one My colleagues and I often get angry while working together 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 14 21 22 23 5 5 There is a special person in my life who cares about my feelings There often are tensions in the relationship between my 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 I would be very happy to spend the rest of my career with this organization My colleagues and I generally dislike interacting with each other 5 28 I have a special person who is a real source of comfort to me 29 This organization has a great deal of personal meaning for me 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 A Từ 18 đến 24 tuổi B Từ 25 đến 30 tuổi C Từ 31 đến 40 tuổi D Trên 40 tuổi Giới tính Anh/Chị A Nam B Nữ Trình độ học vấn Anh/Chị A Cao đẳng C Cao học B Đại 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 Trả lời Sếp cư xử thô lỗ với làm việc Tôi nhân giúp đỡ mặt cảm xúc từ gia đình Nhiều khía cạnh công việc làm cảm thấy buồn phiền 5 Tôi đồng nghiệp mối quan hệ tốt với 5 10 11 12 Tôi cảm thấy vấn đề tổ chức vấn đề Có người đặc biệt mà tơi sẵn sàng chia sẻ niềm vui nỗi buồn Sếp lớn tiếng với nơi làm việc Nhiều lần công việc tơi khiến tơi cảm thấy khó chịu bực dọc Tôi không cảm thấy khao khát gắn bó với tổ chức làm việc Có người đặc biệt bên cạnh cần Sếp hay xảy tranh cãi với người khác cơng ty Tơi cảm thấy bình thường thư thả làm việc 5 5 5 5 15 Gia đình thực cố gắng giúp đỡ tơi Tơi nghĩ tơi dễ dàng gắn bó với tổ chức khác 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 17 Tôi cảm thấy nhiều áp lực đặt lên công việc 13 14 18 19 20 21 22 23 24 Tơi đếm số lượng bạn bè bên cạnh điều không may xảy đến với Tôi khơng cảm thấy tình cảm gắn bó với tổ chức Sếp tơi gây khó chịu với tơi nơi làm việc Có người sống sẵn sàng quan tâm đến cảm xúc tơi Có mối căng thẳng đồng nghiệp công ty Tơi khơng cảm thấy phần tổ chức Tơi kể vấn đề gặp phải với gia đình 5 5 5 5 25 26 27 28 Tôi kể vấn đề gặp phải với bạn bè Tơi hạnh phúc dành phần lại nghiệp với tổ chức Tôi đồng nghiệp cảm thấy khó chịu phải tương tác với Có người nguồn động lực để an ủi 5 5 29 Tổ chức có nhiều ý nghĩa cá nhân 30 Bạn bè thực cố gắng giúp đỡ 31 32 33 Khi làm việc công ty, cảm thấy căng thẳng lo âu Tơi có người bạn mà tơi sẵn sàng chia sẻ niềm vui buồn Tôi thường thoải mái đề cập đến tổ chức nói chuyện với người ... 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? ??... ICC and OC 67 Table 4.3.1 The correlations table of Interpersonal Conflict and Occupational Stress 69 Table 4.3.2 The regression analysis table of Interpersonal Conflict and Occupational Stress. .. 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