Role stressors, injustice and workplace incivility in banking sector: Mediating effect of negative emotion and moderating effect of self-monitoring

In the context of service sector, uncivil behavior toward customers is likely to harm the effectiveness of the service provider. This study aimed at identifying the level of instigated workplace incivility in the banking sector in Malaysia, particularly in Kuala Lumpur and Penang. Built upon the st...

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Main Author:	Lim, Hui Ling
Format:	Thesis
Language:	eng eng
Published:	2016
Subjects:	HD58.7 Organizational Behavior. HF5548.7-5548.85 Industrial Psychology
Online Access:	https://etd.uum.edu.my/6317/1/s93001_01.pdf https://etd.uum.edu.my/6317/2/s93001_02.pdf
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id	my-uum-etd.6317
record_format	uketd_dc
institution	Universiti Utara Malaysia
collection	UUM ETD
language	eng eng
advisor	Mohd. Shamsudin, Faridahwati
topic	HD58.7 Organizational Behavior. HF5548.7-5548.85 Industrial Psychology
spellingShingle	HD58.7 Organizational Behavior. HF5548.7-5548.85 Industrial Psychology Lim, Hui Ling Role stressors, injustice and workplace incivility in banking sector: Mediating effect of negative emotion and moderating effect of self-monitoring
description	In the context of service sector, uncivil behavior toward customers is likely to harm the effectiveness of the service provider. This study aimed at identifying the level of instigated workplace incivility in the banking sector in Malaysia, particularly in Kuala Lumpur and Penang. Built upon the stressor-emotion model of counterproductive work behavior developed by Spector and Fox in 2005, the study was also to determine the causes of instigated workplace incivility among bank employees by proposing that role conflict, role ambiguity and interactional justice might provoke uncivil behaviors through the mediation of negative emotion. In addition, self-monitoring was introduced as a moderator between negative emotion and instigated workplace incivility. Twohundred and eleven employees of commercial banks were selected using a multistage cluster sampling technique. In general, it was found that workplace incivility was not an uncommon occurrence among employees in the banking sector. The results from the structural equation modeling (SEM) showed that role conflict had a direct effect on instigated workplace incivility. This effect was partially mediated by negative emotion. Interactional justice had an impact on instigated workplace incivility through a full mediation of negative emotion. However, role ambiguity was not found to provoke a negative emotion and uncivil behaviors at all. Results also indicated that self-monitoring moderated the relationship between negative emotion and instigated workplace incivility. High self-monitors were less likely to instigate uncivil behaviors at the workplace although they encountered negative emotion. Practically, these findings could help banks in the country to mitigate the impact of role conflict and interactional justice, and incorporate self-monitoring as one of the employee selection criteria. Limitations and future directions are also highlighted in the study.
format	Thesis
qualification_name	Doctor of Business Administration (DBA)
qualification_level	Doctorate
author	Lim, Hui Ling
author_facet	Lim, Hui Ling
author_sort	Lim, Hui Ling
title	Role stressors, injustice and workplace incivility in banking sector: Mediating effect of negative emotion and moderating effect of self-monitoring
title_short	Role stressors, injustice and workplace incivility in banking sector: Mediating effect of negative emotion and moderating effect of self-monitoring
title_full	Role stressors, injustice and workplace incivility in banking sector: Mediating effect of negative emotion and moderating effect of self-monitoring
title_fullStr	Role stressors, injustice and workplace incivility in banking sector: Mediating effect of negative emotion and moderating effect of self-monitoring
title_full_unstemmed	Role stressors, injustice and workplace incivility in banking sector: Mediating effect of negative emotion and moderating effect of self-monitoring
title_sort	role stressors, injustice and workplace incivility in banking sector: mediating effect of negative emotion and moderating effect of self-monitoring
granting_institution	Universiti Utara Malaysia
granting_department	Othman Yeop Abdullah Graduate School of Business
publishDate	2016
url	https://etd.uum.edu.my/6317/1/s93001_01.pdf https://etd.uum.edu.my/6317/2/s93001_02.pdf
_version_	1747828057635291136
spelling	my-uum-etd.63172021-04-05T03:17:18Z Role stressors, injustice and workplace incivility in banking sector: Mediating effect of negative emotion and moderating effect of self-monitoring 2016 Lim, Hui Ling Mohd. Shamsudin, Faridahwati Othman Yeop Abdullah Graduate School of Business Othman Yeop Abdullah Graduate School of Business HD58.7 Organizational Behavior. HF5548.7-5548.85 Industrial Psychology In the context of service sector, uncivil behavior toward customers is likely to harm the effectiveness of the service provider. This study aimed at identifying the level of instigated workplace incivility in the banking sector in Malaysia, particularly in Kuala Lumpur and Penang. Built upon the stressor-emotion model of counterproductive work behavior developed by Spector and Fox in 2005, the study was also to determine the causes of instigated workplace incivility among bank employees by proposing that role conflict, role ambiguity and interactional justice might provoke uncivil behaviors through the mediation of negative emotion. In addition, self-monitoring was introduced as a moderator between negative emotion and instigated workplace incivility. Twohundred and eleven employees of commercial banks were selected using a multistage cluster sampling technique. In general, it was found that workplace incivility was not an uncommon occurrence among employees in the banking sector. The results from the structural equation modeling (SEM) showed that role conflict had a direct effect on instigated workplace incivility. This effect was partially mediated by negative emotion. Interactional justice had an impact on instigated workplace incivility through a full mediation of negative emotion. However, role ambiguity was not found to provoke a negative emotion and uncivil behaviors at all. Results also indicated that self-monitoring moderated the relationship between negative emotion and instigated workplace incivility. High self-monitors were less likely to instigate uncivil behaviors at the workplace although they encountered negative emotion. Practically, these findings could help banks in the country to mitigate the impact of role conflict and interactional justice, and incorporate self-monitoring as one of the employee selection criteria. Limitations and future directions are also highlighted in the study. 2016 Thesis https://etd.uum.edu.my/6317/ https://etd.uum.edu.my/6317/1/s93001_01.pdf text eng public https://etd.uum.edu.my/6317/2/s93001_02.pdf text eng public dba dba Universiti Utara Malaysia Abdul Rahman, A.R. (2008). 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