A CRITICAL INVESTIGATION OF THE EFFECT OF WORKPLACE INCIVILITY ON ORGANIZATION PRODUCTIVITY

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

Workplace incivility refers to a form of deviant behaviour that is relatively mild in nature and has unclear intentions to do harm to the target. This behaviour goes against the established workplace norms that promote mutual respect. According to Cortina et al. (2021) workplace incivility refers to the deliberate and consistent exhibition of rudeness and discourtesy, demonstrating a disregard for the well-being and feelings of others. In addition, it refers to behaviours that display a lack of respect for others in the workplace, often characterized as impolite or discourteous. However, Pearson, Andersson, and Porath (2018) define the workplace as a physical or virtual setting where individuals engage in employment either for an employer or as self-employed individuals. Similarly, a workplace is characterized by employees who have confidence in their superiors, take pleasure in their work, and find satisfaction in their colleagues. Furthermore, workplace refers to a physical location, such as an office, shop, or factory, where individuals engage in productive activities. A workplace, also known as a place of employment, is a physical setting where individuals carry out various duties, jobs, and projects on behalf of their employer. Incivility, on the other hand, denotes the absence of civility, decency, or politeness. Beyond that, it encompasses the state of being uncivil, which involves displaying discourteous behaviour, treatment, or engaging in uncivil acts. Incivility refers to the act of displaying rudeness or disrespect. Incivility is defined as a demeanour or conduct that is rude or impolite, indicating a lack of civility (Shernoff, 2019). Furthermore, workplace incivility, as defined by Pearson, Andersson, and Porath (2018), encompasses disruptive behaviours such as outbursts, explosive rage, biting or sarcastic comments, and harsh criticism. These examples of workplace incivility have a very detrimental impact. Typically, employees are aware that they cannot engage in this type of behaviour without facing consequences in the workplace. Productivity at an organization refers to the contribution that each team makes to the overall success of the business. The purpose of measuring the output of people or teams is to have a deeper understanding of how an organization can maximize its workflow efficiency. However, productivity at an organization, also known as organizational productivity, is a measure of the efficiency of an individual worker or a group of workers. Additionally, organizational productivity refers to the level of efficiency with which tasks and objectives are accomplished inside an organization. Workplace incivility originates from an interpersonal encounter that certain employees perceive as unfair or unjust, thereby breaching the universally accepted standard of respect in the workplace (Arasli el al., 2018). Workplace incivility serves as a forerunner to more overtly hostile behaviours in the workplace, as the emotional responses to repeated incidents become more strong (Wilson & Holmuall, 2020). Abubakar (2018) found that disagreements had detrimental consequences on interpersonal relationships, leading to feelings of animosity, avoidance, and an unfavourable perception of others. Organizational impacts encompass diminished production and hindered team coordination and collaboration. Consequently, the adverse social environment at the office persists, leading to a decline in the overall quality of work life. While, incivility encompasses discreet unfavourable interactions among employees that are frequently overlooked by organizational executives. Acts of incivility can extend beyond harsh verbal communication, such as belittling or insulting, to encompass disrespectful nonverbal behaviours such glaring, ignoring, or excluding. However, it may be uncertain whether there is a desire to cause harm. While Estes and Wang (2018) conducted a literature review which found that workplace incivility is a common occurrence and has negative effects on both employee health and organizational performance. The authors' analysis led them to the conclusion that workplace incivility is not well comprehended and is not acknowledged as a significant concern within organizations (Shernoff, 2018). Furthermore, researchers have discovered that incivility encompasses a broad spectrum of behaviours, ranging from little actions like not returning a smile to intentionally causing emotional harm (Al-Zyoud and Mert, 2019). Moreover, workplace incivility has been identified as a prelude to more aggressive and violent behaviours.  Therefore, a survey will be conducted in order to critically investigate the effect of workplace incivility on organizational productivity.

1.2 Statement of the Problem

The rise in workplace incivility has resulted in significant financial losses for organizations, as it has had a detrimental effect on both human resources and the overall profitability and productivity of the organizations. However, unresolved workplace disagreements are the most significant expenses that can be reduced by an organization. Workplace incivility refers to a form of aberrant behaviour that is characterized by its low intensity and uncertain intention to hurt an employee (Helmes, 2020). Also, according to Ahmed (2019), it is an uncivil behaviour that is inherently impolite and disrespectful, demonstrating a disregard for others. However, retaining and cultivating highly proficient staff is frequently crucial to an organization's human resource management. In addition, workplace incivility, which is not well comprehended, is often not recognized as a problem that requires care. Empirical research has demonstrated the presence of incivility in organizations, with a noticeable increase in uncivil behaviours. Although, some managers have neglected to address these uncivil behaviours and acknowledge the advantages of reducing workplace incivility in their organizations if left uncontrolled. Furthermore, employees have encountered instances of uncivil discrimination based on factors such as their ethnicity, religious beliefs, gender, and political views. Many individuals have been denied opportunities for advancement, training, or performance-based compensation due to their refusal to engage in sexual advances from employers or superiors. Additionally, some individuals have encountered rudeness from customers due to the captivating notion of customers' sovereignty. This concept promotes the belief that consumers possess a superior social standing and authority in service interactions as a result of their financial influence. Consistent occurrence of this phenomenon results in elevated levels of stress among employees, higher turnover rates, decreased employee retention, diminished performance, less motivation, and apathy (Al-Zyoud and Mert, 2019). Ultimately, these negative consequences have an adverse impact on both the organization and the overall economy. The study and management of workplace incivility is crucial due to its potentially detrimental impact on both organizations and individuals. Given the increasing occurrence of workplace incivility and its detrimental effects on organizations, it is imperative to conduct further research on many aspects of incivility. To successfully address potential remedies for workplace incivility, it is necessary to comprehend the causes and results. Thus, it is in the light of these that the study seeks to critically investigate the effect of workplace incivility on organizational productivity.

1.3  Objectives of the Study

The main purpose of this study is to critically investigate the effect of workplace incivility on organizational productivity. Specifically, the study will;

Determine whether there is a significant relationship between workplace incivility and organizational productivity.

Investigate on the underlying cause of workplace incivility in an organization.

Investigate the effect of workplace incivility on the productivity of  an organization.

Proffer ways workplace incivility can be prevented or mitigated in an organization.

1.4 Research Questions

The following questions have been prepared for the study:

Is there a significant relationship between workplace incivility and organizational productivity?

What is the underlying cause of workplace incivility in an organization?

What are the effect of workplace incivility on the productivity of  an organization?

What are the ways workplace incivility can be prevented or mitigated in an organization?

1.5  Research Hypotheses

H0: There is no significant relationship between workplace incivility and organizational productivity.

Ha: There is a significant relationship between workplace incivility and organizational productivity.

1.6  Significance of the Study

This research will help human resource professionals to develop effective strategies for preventing and managing workplace incivility in organizations. Additionally, it will provide insights into the psychological mechanisms underlying uncivil behavior and its impact on organizational productivity. 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 effect of workplace incivility on organizational productivity

1.7 Scope of the study

The scope of this study is boarded on the effect of workplace incivility on organizational productivity Empirically, the study will determine whether there is a significant relationship between workplace incivility and organizational productivity, investigate on the underlying cause of workplace incivility in an organization and investigate the effect of workplace incivility on the productivity of  an organization.

Geographically, the study will be delimited to employees in some selected organizations in 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

Productivity: is a metric that quantifies the efficiency of completing a particular activity or the overall performance of 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) .