The study aims to determine the effects of cyber incivility on employee work stress and turnover intent in the company. A total of 385 rank-and-file employees in the BPO industry, aged 18-55 years old, were requested to answer a 4-part questionnaire covering 4 constructs. Data gathered were processed through SPSS for Windows version 20 and AMOS version 24. SEM surprisingly resulted to an emerging model which deviated from the hypothesized model and particular influences of some constructs to the underlying dimensions of the other constructs. The results of the study raises awareness among the Human Resource practitioners regarding how cyber incivility affects BPO employees’ level of work stress and how committed they are to their organizations. Recommendations were made by the researchers, which may help the management to develop projects and programs that will lessen turnover intent.
Table of Contents
1. INTRODUCTION
2. THEORETICAL BACKGROUND
2.1 Theoretical Framework
2.2 Literature Review
2.2.1 Cyber Incivility
2.2.2 Stress
2.2.3 Turnover Intent
2.2.4 Work-life Balance
2.3 The Hypothesized Model
3. METHODS
3.1 Design
3.2 Sample and Study Site
3.3 Instrumentation
3.4 Data Gathering Procedure and Ethical Consideration
3.5 Data/Mode of Analysis
4. DISCUSSION
5. CONCLUSION
Research Objectives and Core Topics
The primary objective of this research is to analyze the causal relationships between cyber incivility, work stress, and work-life balance among employees in the Business Process Outsourcing (BPO) industry, and to determine how these factors influence their turnover intentions.
- Impact of digital communication and cyber incivility on workplace culture.
- Role of work stress as a mediator between cyber incivility and work-life balance.
- Effects of technological dependency on the boundaries between work and personal life.
- Identification of organizational factors that contribute to employee turnover.
- Development of management strategies to foster a healthier work environment.
Excerpt from the Book
1. INTRODUCTION
In the advent of a new century, rapid advances and increased technological reliance changed the manner we interact and commune in the organization. The increase in communications and virtual connectedness lead to the discovery of new management practices (Golson, 1977), changing the way of work and the overall work culture (Digital workplace and culture How digital technologies are changing the workforce and how enterprises can adapt and evolve, Buchanan, Kelley, Hatch, Deloitte). Furthermore, Online communications are utilized in the 21st century working world (Madden & Jones, 2008; Purcell & Rainie, 2014) and electronic communication systems has been a popular medium today due to its ease, speed, and efficiency (Kahai & Cooper, 2003).
The increasing reliance and dependency on these systems however, provided new avenues to infiltrate incivility in the workplace (Chin & Lim, 2006). Its convenient nature made it a popular medium for incivility (Francis, Holmvall,& O’Brien, 2015). For the purpose of this study, Cyber Incivility is determined as communicative behaviors manifested in the context of computer mediated formats which violate workplace norms for mutual respect---harmonious with the previous definition provided in cyber incivility research (Lim & Teo, 2009). This study investigated how communication platforms used by BPO companies such as applications like Viber, Facebook Messenger, Google Hangouts and iMessage, to name a few be used as medium to infiltrate incivility. 91% of financial employees from Singapore experienced cyber incivility in the last year (Lim & Teo, 2009).
Summary of Chapters
1. INTRODUCTION: Outlines the rise of technological reliance in modern organizations and identifies cyber incivility as a growing workplace issue that impacts employee well-being and turnover.
2. THEORETICAL BACKGROUND: Details the theoretical framework, including Affective Events Theory and the Spillover-Crossover Model, and reviews existing literature on cyber incivility, stress, turnover, and work-life balance.
3. METHODS: Describes the quantitative approach, sampling of 385 BPO employees, the instruments used for data collection, and the application of Structural Equation Modeling (SEM).
4. DISCUSSION: Interprets the findings regarding the impact of cyber incivility on work stress and the mediation effects on work-life balance and turnover intention.
5. CONCLUSION: Provides a summary of the findings and suggests organizational recommendations to mitigate cyber incivility and improve employee retention.
Keywords
cyber incivility, work stress, turnover intent, work life balance, BPO industry, communication platforms, organizational commitment, structural equation modeling, workplace environment, employee retention, interpersonal deviance, technological stressors, human resource management, job satisfaction, spillover-crossover model
Frequently Asked Questions
What is the core focus of this research?
The research focuses on assessing how cyber incivility experienced through electronic communication channels impacts work stress and work-life balance among BPO employees, ultimately influencing their intention to leave their organizations.
What are the central themes examined in the study?
The study explores themes such as the negative effects of digital communication, the mediator role of work stress, the conflict between professional and personal life, and the determinants of turnover intent.
What is the primary research goal?
The primary goal is to validate a hypothesized model that links cyber incivility to work stress and work-life balance, providing HR practitioners with insights to design more efficient management interventions.
Which scientific methodology was applied?
The study utilized a quantitative approach, gathering survey data from 385 BPO employees and analyzing the results using Structural Equation Modeling (SEM) through SPSS and AMOS software.
What topics are covered in the main body?
The main body covers the theoretical foundations (Affective Events Theory, Conservation of Resources, Spillover-Crossover Model), literature reviews, detailed methodology, and a discussion of the resulting empirical model.
Which keywords define this work?
Key terms include cyber incivility, work stress, turnover intent, work-life balance, and the BPO industry, among others related to organizational psychology and HR.
How did cyber incivility affect turnover intent?
The study found that cyber incivility acts as a stressor that negatively impacts work-life balance, which in turn leads to a higher probability of employees intending to quit their jobs.
What specific role does the supervisor play?
The findings indicate that supervisors are key actors in the perpetration of cyber incivility, with behaviors such as ignoring emails or sending rude messages significantly contributing to employee stress.
What do the authors recommend for management?
The authors suggest implementing training programs on communication skills, emotional intelligence, and establishing policies to reduce work-related communication after office hours.
- Quote paper
- Kathleen Ballon (Author), Jan Benedict Andres (Author), Danica Ashley Bautista (Author), 2018, Effects of Cyber Incivility on Stress and Work Life Balance in the BPO Industry, Munich, GRIN Verlag, https://www.grin.com/document/424865
