Customer Perceptions of Workplace Incivility in Singapore

Ho, Maye S.M.; Tan, Anthea A. L.

Publication:
Customer Perceptions of Workplace Incivility in Singapore

dc.contributor.author	Ho, Maye S.M.
dc.contributor.author	Tan, Anthea A. L.
dc.contributor.department	Shatec Institutes Pte Ltd
dc.contributor.department	Shatec Institutes
dc.date	2024-03-13T19:52:22.000
dc.date.accessioned	2024-04-26T19:55:42Z
dc.date.available	2024-04-26T19:55:42Z
dc.date.issued	2018-05-10
dc.description.abstract	Workplace incivility is found to be on the rise and exists widely in Asian workplaces. The combination of stress, less formal organisational structures and technological advancements has been found to contribute to a surge in workplace incivility. The negative effects of workplace incivility lead to problems in productivity, employee retention and service delivery. This exploratory study aims to examine whether workplace incivility is prevalent in 5-star hotels and premier restaurants in Singapore, from the perception of customers. Results of the conducted study show that customers see that workplace incivility is prevalent. Findings showed that co-workers did not greet or acknowledge each other during work and the critical service values of courtesy and friendliness were also not consistently demonstrated towards their internal or external guests. We suspect that key stakeholders within the hospitality and tourism industry in Singapore are unaware that workplace incivility can critically paralyse the ability of their staff to deliver excellent service and can hinder Singapore from achieving high ratings in the Customer Service Index.
dc.identifier.doi	https://doi.org/10.7275/vhnb-w692
dc.identifier.uri	https://hdl.handle.net/20.500.14394/39407
dc.relation.url	https://scholarworks.umass.edu/cgi/viewcontent.cgi?article=1009&context=palat&unstamped=1
dc.source.status	published
dc.subject	Hospitality Tourism
dc.title	Customer Perceptions of Workplace Incivility in Singapore
dc.title.alternative	Customer Perceptions of Workplace Incivility in Singapore
dc.type	article
dc.type	article
digcom.contributor.author	isAuthorOfPublication\|email:mayeho@shatec.sg\|institution:Shatec Institutes Pte Ltd\|Ho, Maye S.M.
digcom.contributor.author	isAuthorOfPublication\|email:antheatan@shatec.sg\|institution:Shatec Institutes\|Tan, Anthea A. L.
digcom.identifier	palat/vol3/iss1/1
digcom.identifier.contextkey	871517
digcom.identifier.submissionpath	palat/vol3/iss1/1
dspace.entity.type	Publication
relation.isJournalIssueOfPublication	e81c1fe6-e4df-4a61-a1d6-1e0a571f387b
relation.isJournalIssueOfPublication.latestForDiscovery	e81c1fe6-e4df-4a61-a1d6-1e0a571f387b
relation.isJournalOfPublication	7f2df704-78c7-4a37-a15c-4cdefbaa030a