Workplace Incivility among Portuguese Hotel Employees: Is Lack of Respect Burning Them Out?

Martina Nitzsche; Luisa Ribeiro; Tito Laneiro

Martina Nitzsche Centre for Research in Psychology, Universidade Autónoma de Lisboa, Lisbon
Luisa Ribeiro Centre for Research in Psychology, Universidade Autónoma de Lisboa, Lisbon
Tito Laneiro Centre for Research in Psychology, Universidade Autónoma de Lisboa, Lisbon

Keywords: Workplace Incivility; Respect; Burnout; Hotel Employees

Abstract

Workplace incivility is defined as rude behaviour that violates social norms at work. It has been linked to psychological distress (burnout), mainly in healthcare and educational
settings. Burnout is a serious public health concern. Studies addressing the impact of workplace incivility on employee well-being in the hospitality industry are scarce. The
primary aim of this study was to examine the relationship between workplace incivility and burnout among hotel employees. Cross-sectional data for 385 Portuguese hotel employees
(54% male; Mage = 33.9, SD = 11.3) were analysed using bootstrap regression models. Results revealed that (1) supervisor incivility was significantly more frequent than coworker
incivility; (2) supervisor and co-worker incivility were significant positive predictors of emotional exhaustion and cynicism, the core components of burnout; (3) supervisor
incivility was the stronger predictor of emotional exhaustion, and co-worker incivility the stronger predictor of cynicism; and (4) severe burnout was highly prevalent in our sample.
This study provides insight into the phenomena of workplace incivility and burnout among Portuguese hotel employees. Our results have practical value for management strategies
aiming to prevent or reduce burnout, which in turn has the potential to enhance individual, group, customer and organizational outcomes within the hospitality industry.

Author Biographies

Martina Nitzsche, Centre for Research in Psychology, Universidade Autónoma de Lisboa, Lisbon

Master in Psychology and BA in Modern Languages and Literatures from the University College Cork. Is member of the Research Centre for Psychology CIP / UAL where assumes various responsibilities in the New Work Research Group (GINT).

Luisa Ribeiro, Centre for Research in Psychology, Universidade Autónoma de Lisboa, Lisbon

PhD in Psychology and Graduation in Psychology and Computer. Professor at Autonomous University of Lisbon. Member. Is member of the New Work Research Group (GINT) of the Research Center in Psychology CIP / UAL and author and reviewer in reputable national and international scientific journals.

Tito Laneiro, Centre for Research in Psychology, Universidade Autónoma de Lisboa, Lisbon

PhD in Psychology. Full time Professor at Autonomous University of Lisbon. Scientific Coordinator of the Psychology Degree and member of the Scientific Committee and School Board. Is member of the Research Center in Psychology CIP / UAL, coordinator of the New Work Research Group (GINT) and author and reviewer in reputable national and international scientific journals.

References

Available in the full paper.