AN EXAMINATION OF ORGANIZATIONAL MISTREATMENT ON EMPLOYEES COMMITMENT IN HOTEL INDUSTRY IN CAMEROON

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

The hospitality industry heavily depend on employee collaboration, commitment and a supportive environment incing emotional, informational, and instrumental support (Ali et al., 2020). Robert (2018) defines workplace mistreatment as situations where a worker, irrespective of their position, is systematically and repeatedly mistreated or victimized by colleagues, subordinates, or superiors. Such negative conduct results in various adverse effects, including high turnover rates, diminished self-confidence among victims, increased absenteeism, reduced productivity, and subpar job performance. In addition, mistreatment at work consistently correlates with negative psychological well-being, low self-esteem, concentration difficulties, chronic fatigue, anger, and heightened stress levels (Ngale, 2018). Mistreatment behaviors may manifest in various forms, such as assigning unreasonable tasks, setting unattainable deadlines, withholding critical information, and engaging in personal attacks like verbal abuse, unjust criticism, and spreading rumors (Caponecchia, 2020). Regrettably, mistreatment in the workplace poses a significant challenge within this industry, undermining collaboration and the overall organizational atmosphere on a global scale (Ali et al., 2020). Scholars argue that the hospitality sector grapples with organizational challenges such as high work pressure, limited autonomy, unregulated managerial control, and the employment of vulnerable workers (Said & Tanova, 2021). Despite making a substantial positive impact on the global economy by consistently generating a significant number of new jobs annually (Van & Haw, 2021), the hotel industry continue to confront demanding working conditions. According to  Anasori et al. (2020), these unfavorable conditions have the potential to cultivate a hostile workplace environment, thereby contributing to incidents of mistreatment such as bullying. Bullying in the workplace involves repetitive and unwelcome actions or behaviors aimed at humiliating, punishing, or intimidating a specific individual (Einarsen & Notelaers, 2021; Einarsen & Cooper, 2018). However, the resultant humiliation, offense, and distress have detrimental effects on employee loyalty and commitment (Tag-Eldeen et al., 2017), ultimately leading to diminished work performance (Van & Haw, 2021). Furthermore, in the  hospitality sectors, there is a growing trend of employees reporting incidents of workplace mistreatment, with approximately 16% acknowledging experiencing multiple undesirable acts (Teo & Nguyen, 2020). Likewise, the stress induced by workplace mistreatment can significantly impact the victim's mental and physical health. Common to all definitions of workplace mistreatment are three key elements: repetitive negative actions occurring frequently within the workplace and an imbalance of power between the parties involved (Hutadjulu et al., 2017). Pate & Beaumont (2020) estimated that approximately one-fifth of all employees have experienced workplace mistreatment, underscoring its prevalence in contemporary workplaces. Workplace mistreatment not only adversely affects employees but also has repercussions for the organization. Continuous mistreatment can diminish commitment, productivity and creativity, and collaboration among employees, as they become demotivated to utilize their skills and less inclined to contribute new ideas (Hutadjulu et al., 2017). Therefore, a survey will be conducted in order to examine organizational mistreatment on employees commitment in hotel industry in Cameroon.

1.2 Statement of the Problem

Workplace mistreatment adversely impacts organizational performance by diminishing employee performance and commitment, leading to increased rates of absenteeism and turnover. Similarly, it significantly reduces employees' job satisfaction and commitment to the organization (Kang et al., 2018), resulting in higher absenteeism rates and intentions to seek employment elsewhere (Djurkovic et al., 2018). Previous studies have indicated a negative association between workplace mistreatment and employees commitment, as individuals targeted by mistreatment are likely to demonstrate lower levels of commitment to the organization. For instance, there exists a negative correlation between employees commitment and mistreatment in the workplace (McCormack et al., 2016). In terms of its impact on task performance, research by Devonish (2023) and Jackson et al. (2022) demonstrates that increased exposure to workplace mistreatment is linked to compromised job performance and employees’ commitment. Thus, it is in the light of this, the study seeks to examine organizational mistreatment on employees commitment in hotel industry in Cameroon.

1.3  Objectives of the Study

The main purpose of this study is to examine organizational mistreatment on employees commitment in hotel industry in Cameroon.

Specifically, the study will;

Investigate the factors influencing mistreatment in the hotel industry in Cameroon.

Assess the impact of organizational mistreatment on employees’ job satisfaction in hotel industry in Cameroon.

Assess the impact of organizational mistreatment on employees’ morale in hotel industry in Cameroon.

Assess the impact of organizational mistreatment on employees’ commitment in hotel industry in Cameroon.

1.4 Research Questions 

The following questions have been prepared for the study:

What factors influence mistreatment in the hotel industry in Cameroon?

How does organizational mistreatment affect employees' job satisfaction in the hotel industry in Cameroon?

What is the impact of organizational mistreatment on employees' morale in the hotel industry in Cameroon?

How does organizational mistreatment influence employees' commitment in the hotel industry in Cameroon?

1.5 Research Hypotheses

H0: There is no significant relationship between organizational mistreatment and employees commitment in hotel industry in Cameroon.

Ha: There is a significant relationship between organizational mistreatment and employees commitment in hotel industry in Cameroon.

1.6 Significance of the Study

This research will reveal to organizations the underlying issues within the organizational culture that contribute to mistreatment and hinder organizational performance. Also, it will help them in implementing strategies to improve employee retention and reduce turnover rate. Furthermore, subsequent researchers will use it as a literature review. This means that other students who may decide to conduct studies in this area will have the opportunity to use this study as available literature that can be subjected to critical review. Invariably, the result of the study contributes immensely to the body of academic knowledge with regards to organizational mistreatment on employees commitment in hotel industry in Cameroon.

1.7 Scope of the study

The scope of this study is boarded on organizational mistreatment on employees commitment in hotel industry in Cameroon. Empirically, this study will investigate the factors influencing mistreatment in the hotel industry in Cameroon, assess the impact of organizational mistreatment on employees’ job satisfaction, employees’ morale and employees’ commitment in hotel industry in Cameroon.

Geographically, the study will be delimited to employees in some selected hotel industry in Cameroon.

1.8 Limitation of the study

In the course of carrying out this study, the researcher experienced some constraints, which included time constraints, financial constraints, language barriers, and the attitude of the respondents.In addition, there was the element of researcher bias. Here, the researcher possessed some biases that may have been reflected in the way the data was collected, the type of people interviewed or sampled, and how the data gathered was interpreted thereafter. The potential for all this to influence the findings and conclusions could not be downplayed. 

More so, the findings of this study are limited to the sample population in the study area, hence they may not be suitable for use in comparison to other schools, local governments, states, and other countries in the world.

1.9 Definition of Terms

Workplace mistreatment: any form of unjust or oppressive conduct targeted at an employee. This includes behaviours such as verbal mistreatment, coercion, bias, or deliberate obstruction, which frequently result in an unfriendly or poisonous work atmosphere (Pinkos, 2018).

Employee commitment: refers to the level of dedication, loyalty, and engagement that employees have toward their organization, its goals, values, and objectives (Teo et al., 2020).

Bullying: involves repeated aggressive behavior intended to harm, intimidate, or exert control over another person, especially when there is an imbalance of power.