Date Log
Submitted
4 May 2023
Accepted
4 September 2023
Published
28 November 2023
Customer Incivility and Employee Silence: A Short-Longitudinal Model Relationship and Its Effect on Turnover Intention
Corresponding Author(s) : Edi Sugiono
Jurnal Minds: Manajemen Ide dan Inspirasi,
Vol. 10 No. 2 (2023): December
Abstract
The main objective of this study is to explore the dynamic relationship between customer incivility and employee silence in the hospitality sector over time. In addition, turnover intention as an outcome of workplace incivility and employee silence is also analyzed. The data was collected from two waves of 226 frontline employees from six hotels to test the proposed model. PLS-SEM analysis revealed a stable relationship between workplace incivility and employee silence at Time 1 and 2, respectively. This study also shows that workplace incivility is positively related to employee silence, and in the future, employee silence is also positively associated with customer incivility. Furthermore, both workplace incivility and employee silence are predictors of turnover intention. This study offers theoretical and practical implications for future researchers and practitioners to study employee silence and incivility in the hospitality sector.
Keywords
Customer Incivility
Employee Silence
Turnover Intention
Reciprocal Relationship
Hospitality Industry
Sugiono, E., Achmadi, A., Hendryadi, H., Gustiawan, D., & Gusliana Mais, R. (2023). Customer Incivility and Employee Silence: A Short-Longitudinal Model Relationship and Its Effect on Turnover Intention . Jurnal Minds: Manajemen Ide Dan Inspirasi, 10(2), 219–238. https://doi.org/10.24252/minds.v10i2.37354
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References
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Afshan, G., Kashif, M., Sattayawaksakul, D., Cheewaprakobkit, P., & Wijenayake, S. (2022). Abusive supervision, supervisor undermining, and turnover intentions: mediation of quiescent silence and desire to seek revenge among Thai banking frontliners. Management Research Review, 45(11), 1479–1502. https://doi.org/10.1108/MRR-03-2021-0240
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Barzani, M. M., Sadeghi, M., & Rashidpour, A. (2022). Mediating Role of Organizational Hypocrisy in the Relationship Between Organizational Silence and Organizational Rumor. International Journal of Psychology and Educational Studies, 8(2), 1–13. https://doi.org/10.52380/ijpes.2021.8.2.177
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Bravo, G. A., Won, D., & Chiu, W. (2019). Psychological contract, job satisfaction, commitment, and turnover intention: Exploring the moderating role of psychological contract breach in National Collegiate Athletic Association coaches. International Journal of Sports Science & Coaching, 14(3), 273–284. https://doi.org/10.1177/1747954119848420
Brinsfield, C. T. (2013). Employee silence motives: Investigation of dimensionality and development of measures. Journal of Organizational Behavior, 34(5), 671–697. https://doi.org/10.1002/job.1829
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Cheng, B., Dong, Y., Zhou, X., Guo, G., & Peng, Y. (2020). Does customer incivility undermine employees’ service performance? International Journal of Hospitality Management, 89, 102544. https://doi.org/10.1016/j.ijhm.2020.102544
Cheng, B., Guo, G., Tian, J., & Shaalan, A. (2020). Customer incivility and service sabotage in the hotel industry. International Journal of Contemporary Hospitality Management, 32(5), 1737–1754. https://doi.org/10.1108/IJCHM-06-2019-0545
Chou, S. Y., & Chang, T. (2020). Employee Silence and Silence Antecedents: A Theoretical Classification. International Journal of Business Communication, 57(3), 401–426. https://doi.org/10.1177/2329488417703301
Chung, H., Quan, W., Koo, B., Ariza-Montes, A., Vega-Muñoz, A., Giorgi, G., & Han, H. (2021). A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates? International Journal of Environmental Research and Public Health, 18(12), 6616. https://doi.org/10.3390/ijerph18126616
Colarelli, S. M. (1984). Methods of communication and mediating processes in realistic job previews. Journal of Applied Psychology, 69(4), 633–642. https://doi.org/10.1037/0021-9010.69.4.633
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Cortina, L. M., Kabat-Farr, D., Leskinen, E. A., Huerta, M., & Magley, V. J. (2013). Selective Incivility as Modern Discrimination in Organizations. Journal of Management, 39(6), 1579–1605. https://doi.org/10.1177/0149206311418835
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), 64–80. https://doi.org/https://doi.apa.org/doi/10.1037/1076-8998.6.1.64
Dess, G. G., & Shaw, J. D. (2001). Voluntary Turnover, Social Capital, and Organizational Performance. Academy of Management Review, 26(3), 446–456. https://doi.org/10.5465/amr.2001.4845830
Faheem, M. A., Ali, H. Y., Akhtar, M. W., & Asrar-ul-Haq, M. (2022). Turn the table around: workplace incivility, coworker deviance, turnover intentions and nurses’ job performance. Kybernetes. https://doi.org/10.1108/K-09-2021-0837
French, K. A., Allen, T. D., Miller, M. H., Kim, E. S., & Centeno, G. (2020). Faculty time allocation in relation to work-family balance, job satisfaction, commitment, and turnover intentions. Journal of Vocational Behavior, 120, 103443. https://doi.org/10.1016/j.jvb.2020.103443
Ghosh, R. (2017). Workplace Incivility in Asia- How do we take a Socio-Cultural Perspective? Human Resource Development International, 20(4), 263–267. https://doi.org/10.1080/13678868.2017.1336692
Gustiawan, D., Noermijati, Aisjah, S., & Indrawati, N. K. (2023a). Customer incivility, employee emotional exhaustion, and job embeddedness relationship in the Indonesian hospitality sector: The socio-economic status perspective. Cogent Social Sciences, 9(1). https://doi.org/10.1080/23311886.2023.2178613
Gustiawan, D., Noermijati, Aisjah, S., & Indrawati, N. K. (2023b). Workplace incivility to predict employee silence: Mediating and moderating roles of job embeddedness and power distance. Cogent Business & Management, 10(1). https://doi.org/10.1080/23311975.2023.2188982
Gustiawan, D., Noermijati, N., Aisjah, S., Indrawati, N. K., & Hendryadi, H. (2022). The link between workplace incivility, emotional exhaustion, and job embeddedness: examining the moderating role of power distance. Journal of Organizational Effectiveness: People and Performance. https://doi.org/10.1108/JOEPP-10-2021-0278
Guzeller, C. O., & Celiker, N. (2019). Examining the relationship between organizational commitment and turnover intention via a meta-analysis. International Journal of Culture, Tourism and Hospitality Research, 14(1), 102–120. https://doi.org/10.1108/IJCTHR-05-2019-0094
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hao, L., Zhu, H., He, Y., Duan, J., Zhao, T., & Meng, H. (2022). When Is Silence Golden? A Meta-analysis on Antecedents and Outcomes of Employee Silence. Journal of Business and Psychology, 37(5), 1039–1063. https://doi.org/10.1007/s10869-021-09788-7
Hassan, S., DeHart‐Davis, L., & Jiang, Z. (2019). How empowering leadership reduces employee silence in public organizations. Public Administration, 97(1), 116–131. https://doi.org/10.1111/padm.12571
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Henseler, J., Ringle, C. M., & Sarstedt, M. (2016). Testing measurement invariance of composites using partial least squares. International Marketing Review, 33(3), 405–431. https://doi.org/10.1108/IMR-09-2014-0304
Hobfoll, S. E. (2001). The Influence of Culture, Community, and the Nested-Self in the Stress Process: Advancing Conservation of Resources Theory. Applied Psychology, 50(3), 337–421. https://doi.org/https://doi.org/10.1111/1464-0597.00062
Im, A. Y., & Cho, S. (2022). Mediating mechanisms in the relationship between supervisor incivility and employee service delivery in the hospitality industry. International Journal of Contemporary Hospitality Management, 34(2), 642–662. https://doi.org/10.1108/IJCHM-06-2021-0814
Jha, N., Potnuru, R. K. G., Sareen, P., & Shaju, S. (2019). Employee voice, engagement and organizational effectiveness: a mediated model. European Journal of Training and Development, 43(7/8), 699–718. https://doi.org/10.1108/EJTD-10-2018-0097
Karatepe, O. M., Kim, T. T., & Lee, G. (2019). Is political skill really an antidote in the workplace incivility-emotional exhaustion and outcome relationship in the hotel industry? Journal of Hospitality and Tourism Management, 40, 40–49. https://doi.org/https://doi.org/10.1016/j.jhtm.2019.06.001
Khalid, J., & Ahmed, J. (2016). Perceived organizational politics and employee silence: supervisor trust as a moderator. Journal of the Asia Pacific Economy, 21(2), 174–195. https://doi.org/10.1080/13547860.2015.1092279
Khan, R., Murtaza, G., Neveu, J. P., & Newman, A. (2022). Reciprocal relationship between workplace incivility and deviant silence—The moderating role of moral attentiveness. Applied Psychology, 71(1), 174–196. https://doi.org/10.1111/apps.12316
Kim, H., & Qu, H. (2019). The Effects of Experienced Customer Incivility on Employees’ Behavior Toward Customers and Coworkers. Journal of Hospitality & Tourism Research, 43(1), 58–77. https://doi.org/10.1177/1096348018764583
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Lam, L. W., & Xu, A. J. (2019). Power Imbalance and Employee Silence: The Role of Abusive Leadership, Power Distance Orientation, and Perceived Organisational Politics. Applied Psychology, 68(3), 513–546. https://doi.org/10.1111/apps.12170
Loh, J. M. I., & Loi, N. (2018). Tit for tat: burnout as a mediator between workplace incivility and instigated workplace incivility. Asia-Pacific Journal of Business Administration, 10(1), 100–111. https://doi.org/10.1108/APJBA-11-2017-0132
Madhan, K., Shagirbasha, S., & Iqbal, J. (2022). Does incivility in quick service restaurants suppress the voice of employee? A moderated mediation model. International Journal of Hospitality Management, 103, 103204. https://doi.org/10.1016/j.ijhm.2022.103204
Madrid, H. P., Patterson, M. G., & Leiva, P. I. (2015). Negative core affect and employee silence: How differences in activation, cognitive rumination, and problem-solving demands matter. Journal of Applied Psychology, 100(6), 1887–1898. https://doi.org/10.1037/a0039380
Mao, C., Chang, C.-H., Johnson, R. E., & Sun, J. (2019). Incivility and employee performance, citizenship, and counterproductive behaviors: Implications of the social context. Journal of Occupational Health Psychology, 24(2), 213–227. https://doi.org/10.1037/ocp0000108
Maqbool, S., Černe, M., & Bortoluzzi, G. (2019). Micro-foundations of innovation. European Journal of Innovation Management, 22(1), 125–145. https://doi.org/10.1108/EJIM-01-2018-0013
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Namin, B. H., Øgaard, T., & Røislien, J. (2021). Workplace Incivility and Turnover Intention in Organizations: A Meta-Analytic Review. https://doi.org/10.3390/ijerph19010025
Parray, Z. A., Islam, S. U., & Shah, T. A. (2022). Exploring the effect of workplace incivility on job outcomes: testing the mediating effect of emotional exhaustion. Journal of Organizational Effectiveness: People and Performance. https://doi.org/10.1108/JOEPP-07-2022-0178
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Pu, B., Ji, S., & Sang, W. (2022). Effects of customer incivility on turnover intention in China’s hotel employees: A chain mediating model. Journal of Hospitality and Tourism Management, 50, 327–336. https://doi.org/10.1016/j.jhtm.2022.02.004
Rai, A., & Agarwal, U. A. (2018). Workplace bullying and employee silence. Personnel Review, 47(1), 226–256. https://doi.org/10.1108/PR-03-2017-0071
Saeidipour, B., Akbari, P., & Alizadeh, Z. (2021). The Role of Organizational Silence & Organizational Mobbing on the Turnover Intention. International Journal of Ethics & Society, 3(1), 59–69. https://doi.org/10.52547/ijethics.3.1.59
Srivastava, S., Jain, A. K., & Sullivan, S. (2019). Employee silence and burnout in India: the mediating role of emotional intelligence. Personnel Review, 48(4), 1045–1060. https://doi.org/10.1108/PR-03-2018-0104
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Gustiawan, D., Noermijati, N., Aisjah, S., Indrawati, N. K., & Hendryadi, H. (2022). The link between workplace incivility, emotional exhaustion, and job embeddedness: examining the moderating role of power distance. Journal of Organizational Effectiveness: People and Performance. https://doi.org/10.1108/JOEPP-10-2021-0278
Guzeller, C. O., & Celiker, N. (2019). Examining the relationship between organizational commitment and turnover intention via a meta-analysis. International Journal of Culture, Tourism and Hospitality Research, 14(1), 102–120. https://doi.org/10.1108/IJCTHR-05-2019-0094
Hair, J. F., Risher, J. J., Sarstedt, M., & Ringle, C. M. (2019). When to use and how to report the results of PLS-SEM. European Business Review, 31(1), 2–24. https://doi.org/10.1108/EBR-11-2018-0203
Hao, L., Zhu, H., He, Y., Duan, J., Zhao, T., & Meng, H. (2022). When Is Silence Golden? A Meta-analysis on Antecedents and Outcomes of Employee Silence. Journal of Business and Psychology, 37(5), 1039–1063. https://doi.org/10.1007/s10869-021-09788-7
Hassan, S., DeHart‐Davis, L., & Jiang, Z. (2019). How empowering leadership reduces employee silence in public organizations. Public Administration, 97(1), 116–131. https://doi.org/10.1111/padm.12571
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8
Henseler, J., Ringle, C. M., & Sarstedt, M. (2016). Testing measurement invariance of composites using partial least squares. International Marketing Review, 33(3), 405–431. https://doi.org/10.1108/IMR-09-2014-0304
Hobfoll, S. E. (2001). The Influence of Culture, Community, and the Nested-Self in the Stress Process: Advancing Conservation of Resources Theory. Applied Psychology, 50(3), 337–421. https://doi.org/https://doi.org/10.1111/1464-0597.00062
Im, A. Y., & Cho, S. (2022). Mediating mechanisms in the relationship between supervisor incivility and employee service delivery in the hospitality industry. International Journal of Contemporary Hospitality Management, 34(2), 642–662. https://doi.org/10.1108/IJCHM-06-2021-0814
Jha, N., Potnuru, R. K. G., Sareen, P., & Shaju, S. (2019). Employee voice, engagement and organizational effectiveness: a mediated model. European Journal of Training and Development, 43(7/8), 699–718. https://doi.org/10.1108/EJTD-10-2018-0097
Karatepe, O. M., Kim, T. T., & Lee, G. (2019). Is political skill really an antidote in the workplace incivility-emotional exhaustion and outcome relationship in the hotel industry? Journal of Hospitality and Tourism Management, 40, 40–49. https://doi.org/https://doi.org/10.1016/j.jhtm.2019.06.001
Khalid, J., & Ahmed, J. (2016). Perceived organizational politics and employee silence: supervisor trust as a moderator. Journal of the Asia Pacific Economy, 21(2), 174–195. https://doi.org/10.1080/13547860.2015.1092279
Khan, R., Murtaza, G., Neveu, J. P., & Newman, A. (2022). Reciprocal relationship between workplace incivility and deviant silence—The moderating role of moral attentiveness. Applied Psychology, 71(1), 174–196. https://doi.org/10.1111/apps.12316
Kim, H., & Qu, H. (2019). The Effects of Experienced Customer Incivility on Employees’ Behavior Toward Customers and Coworkers. Journal of Hospitality & Tourism Research, 43(1), 58–77. https://doi.org/10.1177/1096348018764583
Kock, N. (2017). Common Method Bias: A Full Collinearity Assessment Method for PLS-SEM BT - Partial Least Squares Path Modeling: Basic Concepts, Methodological Issues and Applications. In H. Latan & R. Noonan (Eds.), Partial Least Squares Path Modeling (pp. 245–257). Springer International Publishing. https://doi.org/10.1007/978-3-319-64069-3_11
Lam, L. W., & Xu, A. J. (2019). Power Imbalance and Employee Silence: The Role of Abusive Leadership, Power Distance Orientation, and Perceived Organisational Politics. Applied Psychology, 68(3), 513–546. https://doi.org/10.1111/apps.12170
Loh, J. M. I., & Loi, N. (2018). Tit for tat: burnout as a mediator between workplace incivility and instigated workplace incivility. Asia-Pacific Journal of Business Administration, 10(1), 100–111. https://doi.org/10.1108/APJBA-11-2017-0132
Madhan, K., Shagirbasha, S., & Iqbal, J. (2022). Does incivility in quick service restaurants suppress the voice of employee? A moderated mediation model. International Journal of Hospitality Management, 103, 103204. https://doi.org/10.1016/j.ijhm.2022.103204
Madrid, H. P., Patterson, M. G., & Leiva, P. I. (2015). Negative core affect and employee silence: How differences in activation, cognitive rumination, and problem-solving demands matter. Journal of Applied Psychology, 100(6), 1887–1898. https://doi.org/10.1037/a0039380
Mao, C., Chang, C.-H., Johnson, R. E., & Sun, J. (2019). Incivility and employee performance, citizenship, and counterproductive behaviors: Implications of the social context. Journal of Occupational Health Psychology, 24(2), 213–227. https://doi.org/10.1037/ocp0000108
Maqbool, S., Černe, M., & Bortoluzzi, G. (2019). Micro-foundations of innovation. European Journal of Innovation Management, 22(1), 125–145. https://doi.org/10.1108/EJIM-01-2018-0013
Miner, K. N., & Cortina, L. M. (2016). Observed Workplace Incivility toward Women, Perceptions of Interpersonal Injustice, and Observer Occupational Well-Being: Differential Effects for Gender of the Observer. Frontiers in Psychology, 7. https://doi.org/10.3389/fpsyg.2016.00482
Morrison, E. W. (2014). Employee Voice and Silence. Annual Review of Organizational Psychology and Organizational Behavior, 1, 173–197. https://doi.org/10.1146/annurev-orgpsych-031413-091328
Morrison, E. W., Wheeler-Smith, S. L., & Kamdar, D. (2011). Speaking up in groups: A cross-level study of group voice climate and voice. Journal of Applied Psychology, 96(1), 183–191. https://doi.org/10.1037/a0020744
Murtaza, G., Khan, R., & Pierre Neveu, J. (2020). Workplace Incivility and Deviant Silence: The Role of Moral Attentiveness. Academy of Management Proceedings, 2020(1), 19290. https://doi.org/10.5465/AMBPP.2020.19290abstract
Naeem, M., Weng, Q. (Derek), Ali, A., & Hameed, Z. (2020). Linking family incivility to workplace incivility: Mediating role of negative emotions and moderating role of self‐efficacy for emotional regulation. Asian Journal of Social Psychology, 23(1), 69–81. https://doi.org/10.1111/ajsp.12391
Namin, B. H., Øgaard, T., & Røislien, J. (2021). Workplace Incivility and Turnover Intention in Organizations: A Meta-Analytic Review. https://doi.org/10.3390/ijerph19010025
Parray, Z. A., Islam, S. U., & Shah, T. A. (2022). Exploring the effect of workplace incivility on job outcomes: testing the mediating effect of emotional exhaustion. Journal of Organizational Effectiveness: People and Performance. https://doi.org/10.1108/JOEPP-07-2022-0178
Pearson, C. M., Andersson, L. M., & Wegner, J. W. (2001). When Workers Flout Convention: A Study of Workplace Incivility. Human Relations, 54(11), 1387–1419. https://doi.org/10.1177/00187267015411001
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common Method Biases in Behavioral Research: A Critical Review of the Literature and Recommended Remedies. Journal of Applied Psychology, 88(5), 879–903. https://doi.org/10.1037/0021-9010.88.5.879
Pu, B., Ji, S., & Sang, W. (2022). Effects of customer incivility on turnover intention in China’s hotel employees: A chain mediating model. Journal of Hospitality and Tourism Management, 50, 327–336. https://doi.org/10.1016/j.jhtm.2022.02.004
Rai, A., & Agarwal, U. A. (2018). Workplace bullying and employee silence. Personnel Review, 47(1), 226–256. https://doi.org/10.1108/PR-03-2017-0071
Saeidipour, B., Akbari, P., & Alizadeh, Z. (2021). The Role of Organizational Silence & Organizational Mobbing on the Turnover Intention. International Journal of Ethics & Society, 3(1), 59–69. https://doi.org/10.52547/ijethics.3.1.59
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