WORKPLACE INCIVILITY: AN ASSESSMENT OF ITS IMPACT ON EMPLOYEES PERFORMANCE IN SERVICE INDUSTRY OF CAMEROON

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

Workplace incivility (WI), a form of mild misconduct characterized by ambiguous intentions to cause harm, has garnered much attention and is now recognised as a significant problem in organizations. This is due to its widespread prevalence among both internal and external stakeholders in organizations (Vasconcelos, 2020). Employees may conceal information from others due to workplace insecurity (WI). Arshad and Ismail (2018) argue that this phenomenon negatively impacts an organization's effectiveness. The presence of managers' workplace interference diminishes employee morale and leads to their disengagement from their tasks. This diminishes employees' job satisfaction and incentivizes them to relinquish their employment (Jawahar & Schreurs, 2018; Aruoren & Oisamoje, 2023). Recent research in organizational behaviour has shifted its focus towards negative elements, such as incivility, that are present in the workplace. Several studies have examined the impact of inappropriate workplace behaviour on organizations, groups, and individuals. According to Schilpzand et al (2020), previous research has primarily focused on the harmful impacts of negative workplace behaviour, such as aggression, abusive supervision, bullying, and deviance, on the attitudes and behaviours of the individuals targeted. However, workplace incivility (WI) is a relatively recent addition to these negative behaviours. Instances of workplace incivility, as identified by Gabriel and Akani (2019), include the use of derogatory language, veiled threats, spreading gossip, disregarding coworker requests, using inappropriate names to refer to others, isolating individuals, insulting others, taking credit for others' work, shifting blame for our own mistakes, engaging in distracting behaviours such as checking email or texting during meetings, condescending attitudes towards others, failing to listen, belittling others, withholding information, showing little interest in or respect for others' opinions, avoiding certain individuals, yelling at others, or generally displaying disrespect towards coworkers. Such uncivil behaviours are prevalent in modern workplaces across all industries. Manzoor et al (2020) conducted a poll which revealed that 93% of individuals have experienced such behaviour. Additionally, a quarter of the respondents reported encountering this behaviour at least once per week. Gadi et al (2022) showed that a significant proportion of uncivil behaviour, ranging from 73% to 89%, was seen among several professional groups including nurses, judicial workers, university staff, and law enforcement officials. Moreover, studies on employee performance (EP) mostly concentrate on examining factors that contribute to positive EP. According to the studies conducted by Atatsi et al (2019) and Diamantidis & Chatzoglou (2019), there is limited evidence suggesting that stresses, such as incivility, have a negative impact on EP. Jawahar and Schreurs (2018) have found that research on workplace innovation (WI) across several enterprises and sectors has produced inconclusive results. This highlights the need for further studies focusing on specific industries. Therefore, a survey will be conducted in order to assess the impact of workplace incivility on employees performance in service industry of Cameroon.

1.2 Statement of the Problem

Workplace incivility arises when employees regard an interpersonal interaction as unfair or unjust, thereby violating the internationally recognised standard of respect in the workplace (Arasli et al., 2018). However, this perspective creates a harmful effect and encourages the tendency to react with an impolite action, starting a cycle of impolite behaviours. The tipping point occurs when a little injustice finally triggers a sudden and more severe reaction. Uncivil behaviours escalate into increasingly aggressive and hostile actions, intensifying the seriousness and the probability of causing harm. Workplace violence is not a spontaneous action, but rather a consequence of gradually escalating negative interactions between individuals. Additionally, workplace incivility acts as a precursor to more openly aggressive behaviours in the workplace, as the emotional reactions to repeated episodes intensify (Wilson & Holmuall, 2019). An examination of impolite behaviours in the workplace is especially relevant to service workplace. Service providers' capacity to perform safe and effective service delivery is diminished when they encounter workplace stressors like verbal abuse. The allocation of emotional energy away from customers impedes their performance. Beyond that, service providers have crucial obligations that can significantly impact the loyalty of their customers. This has significant ramifications for the effectiveness of organizations as well as for the well-being of customers and employees. Conflict in service industry work situations has negative consequences for both individuals and interpersonal interactions (Shernoff, 2018). In their study, Pearson, Andersson, and Porath (2019) discovered that conflicts have negative effects on interpersonal relationships, resulting in sentiments of anger, avoidance, and an unfavourable perception of others. Thus, it is in the light of these that the study seeks to assess the impact of workplace incivility on employees performance in service industry of Cameroon.

1.3  Objectives of the Study

The main purpose of this study is to assess the impact of workplace incivility on employees performance in service industry of Cameroon. Specifically, the study will;

1.Examine the prevalence of workplace incivility in service industry of Cameroon 

2.Examine the impact of  workplace incivility on employees performance in service industry of Cameroon 

3.Propose effective strategies for mitigating workplace incivility and enhancing employee performance in service industry of Cameroon.

1.4 Research Questions

The following questions have been prepared for the study:

What is the prevalence of workplace incivility in the service industry of Cameroon?

How does workplace incivility impact employee performance in the service industry of Cameroon?

What effective strategies can be proposed for mitigating workplace incivility and enhancing employee performance in the service industry of Cameroon?

1.5  Research Hypotheses

H0:  There is no significant impact of workplace incivility on employees performance in service industry of Cameroon.

Ha: There is a significant impact of workplace incivility on employees performance in service industry of Cameroon.

1.6  Significance of the Study

The study's results will provide management with valuable insights on the significance of protecting employees from discrimination and fostering a culture of mutual respect for diversity. This will aid in diminishing labour turnover and improving employee retention inside the organization. Furthermore, it is imperative to adopt and execute regulations that prohibit discrimination. All accusations of discrimination should be meticulously examined and, if applicable, forwarded to the employees' disciplinary committee for suitable measures to be taken. 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 regard to the impact of workplace incivility on employees performance in service industry of Cameroon.

1.7 Scope of the study

The scope of this study is boarded on assess the impact of workplace incivility on employees performance in service industry of Cameroon. Empirically, the study will examine the prevalence of workplace incivility in service industry of Cameroon, examine the impact of  workplace incivility on employees performance in service industry of Cameroon, investigate the elements that mediate the relationship between workplace incivility and employee performance and propose effective strategies for mitigating workplace incivility and enhancing employee performance in service industry of Cameroon

Geographically, the study will be delimited to employees in service industries, Douala.

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

Employee performance: the efficacy and efficiency of an individual in carrying out their duties and attaining objectives within an organization.

Workplace Incivility: refers to the deliberate and consistent exhibition of rudeness and discourtesy, demonstrating a disregard for the well-being and feelings of others  (Cortina et al., 2021) .