INVESTIGATING THE ROLE OF WORKPLACE INCIVILITY ON EMPLOYEES JOB SATISFACTION IN FINANCIAL INSTITUTIONS IN CAMEROON

CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

Workplace incivility pertains to a type of deviant conduct characterized by its comparatively innocuous nature and an absence of clear intent to cause harm to the individual targeted. This conduct violates the established norms of the workplace, which are to foster mutual respect. Cortina et al. (2021) define workplace incivility as the purposeful and persistent display of impoliteness and snobbery, which signifies a lack of regard for the emotions and welfare of others. Furthermore, it encompasses conduct that demonstrate an absence of regard for colleagues, frequently labeled as disrespectful or discourteous. Likewise, a financial institution setting is distinguished by staff members who exhibit trust in their superiors, derive enjoyment from their tasks, and discover contentment in their fellow workers. Additionally, in the context of productive endeavour, the term "workplace" pertains to a tangible setting, including but not limited to a shop, factory, or office. A site of employment, commonly referred to as a workplace, is a tangible environment in which employees perform a variety of responsibilities, tasks, and undertakings on behalf of their employer. Conversely, incivility is characterized by the lack of tact, decency, or courtesy. In addition to this, it incorporates the condition of being uncivil, which consists of engaging in impolite conduct, treatment, or actions. Incivility is defined as the manifestation of impoliteness or disdain. Incivility is characterized by a boorish or impolite demeanour or behaviour, which signifies an absence of civility (Shernoff, 2019). In addition, according to Pearson, Andersson, and Porath (2018), workplace incivility comprises a range of disruptive actions, including outbursts, explosive fury, biting or sarcastic remarks, and severe criticism. These instances of incivility in the workplace have extremely negative consequences. The majority of employees are cognizant of the fact that such conduct is unacceptable and will result in repercussions within the workplace. Furthermore, employee job satisfaction is defined as a psychological or affective response to one's employment, according to Lim and Teo (2019). Employees are more likely to develop a positive attitude towards their employment when they are content with their job perceptions and labor-related considerations (Cingoz & Kaplan, 2021). However, an unfavourable work environment could potentially induce feelings of anxiety and fatigue among employees. An additional source of helplessness and discontentment is the perception that one is "roboting" to complete responsibilities without participation in the institution decision-making (Uche, Obisi, Okundalaiye, Ukonu & Oyewo, 2020). Concerning this, workers demonstrate discontentment, obstacles to development, and diminished job satisfaction. Consequently, they would exhibit unprofessional conduct and experience discontentment with their professional endeavours (Reio & Ghosh, 2019). Additionally, uncivility and unethical conduct in the workplace endanger employee relationships and the reputation of the institution. However, research has demonstrated that workplace incivility diminishes the inclination of employees to behave impolitely (Lim & Cortina, 2018). This, in turn, negatively affects various financial institution outcomes, including but not limited to increased deviance, absenteeism, turnover, citizenship behaviours and commitment (Lim & Teo, 2019). Therefore, a survey will be conducted in order to investigate the role of workplace incivility on employees job satisfaction in financial institution in Cameroon.

1.2 Statement of the Problem

Porath and Pearson (2019) assert that workplace incivility is widespread among organizations spanning diverse sectors, a situation that is cause for concern. However, the lack of discipline and cohesion in the workplace is what "organizational chaos" refers to, as opposed to workplace incivility (Guo & Kumar, 2020).  According Hanrahan & Leiter (2018), the notion of workplace incivility is a relatively new concept in the enormous body of literature on unethical conduct. While uncivil attitudes are characterized by their disagreeable and haughty nature, which signifies a disregard for others. Also, offensive language and behaviours, such as "ignoring the opinions of others," are frequently employed (Porath & Pearson, 2019). Furthermore, workplace incivility was defined by Andersson and Pearson (2019) as low-intensity deviant behaviour with uncertain intent to injure the target, which violates mutual respect standards. Additionally, engaging in uncivil activities constitutes a breach of corporate regulations that endangers the safety of both the institution and its employees (Lim, Ilies, Koopman, Christoforou & Arvey, 2018). Nevertheless, the performance of a financial institution is adversely affected when colleagues are perceived as engaging in uncivil conduct (Andrusyszyn & Laschinger, 2020). Thus, it is in the light of these that the study seeks to investigate the role of workplace incivility on employees job satisfaction in financial institution in Cameroon.

1.3  Objectives of the Study

The main purpose of this study is to investigate the role of workplace incivility on employees job satisfaction in financial institution in Cameroon. Specifically, the study will;

Examine the level of workplace incivility among employees in financial institutions in Cameroon.

Investigate the relationship between workplace incivility and employee job satisfaction.

Assess the impact of workplace incivility on employees job satisfaction in financial institutions in Cameroon.

1.4 Research Questions

The following questions have been prepared for the study:

What is the current level of workplace incivility among employees in financial institutions in Cameroon?

What is the relationship between workplace incivility and employee job satisfaction?

What are the impact of workplace incivility on employees job satisfaction in financial institutions in Cameroon?

1.5  Research Hypotheses

H0:  Workplace incivility has no significant effect on employees’ job satisfaction in financial institutions in Cameroon.

Ha: Workplace incivility has a significant effect on employees’ job satisfaction in financial institutions in Cameroon.

1.6  Significance of the Study

By conducting this research, various stakeholders including the Cameroonian financial industry, government, policymakers, multinational corporations, and other organizations will be able to evaluate the extent of workplace civility and inform the public about the significance of corporate image and workplace civility in Cameroon. 

Drawing from the findings, it is probable that the researcher will offer suggestions regarding methods to augment and advocate for civility, while also implementing measures to prevent or eliminate incivility within the professional environment. Such recommendations will contribute to a positive perception of the financial institution and its operations. Furthermore, the study will provide valuable insights and discernible patterns concerning employee interactions, thereby facilitating the recognition of potential areas for growth. Also, the research will furnish financial institutions and organizations operating in different industries, with a comprehensive understanding of the significance of corporate image in relation to enhancing employee commitment, profitability, sustainability, and job satisfaction. Additionally, 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 role of workplace incivility on employees job satisfaction in financial institution in Cameroon.

1.7 Scope of the study

The scope of this study is boarded on the role of workplace incivility on employees job satisfaction in financial institution in Cameroon. Empirically, the study will Examine the current level of workplace incivility among employees in financial institutions in Cameroon, investigate the relationship between workplace incivility and employee job satisfaction and assess the role of workplace incivility on employees job satisfaction in financial institutions in Cameroon.

Geographically, the study will be delimited to employees in some selected financial institution in Ndu, 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: is a tangible environment in which employees perform a variety of responsibilities, tasks, and undertakings on behalf of their employer.

Incivility: is defined as the manifestation of impoliteness or disdain. Incivility is characterized by a boorish or impolite demeanour or behaviour, which signifies an absence of civility (Shernoff, 2019)

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) .

Job satisfaction: is a positive assessment of an employee of the work environment, and employees who have feel more satisfied with the results of the work that has been done (Alola et al., 2019).