THE INFLUENCE OF CO-WORKER INCIVILITY TOWARDS DEVIANT BEHAVIOUR: A QUANTITATIVE STUDY OF CASUAL DINING RESTAURANTS FRONTLINE EMPLOYEES IN THE KLANG VALLEY, MALAYSIA

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Narehan Hassan, et. al.

Abstract

The past decade has seen a growing number of casual dining restaurants in Malaysia. This trend of consumption is due to modern lifestyle, socio-demographic, and social media influence. Nevertheless, restaurants struggle to maintain a productive work environment and report to have association with incivility and deviant behaviour which in long run create destruction. The aim of this paper is to examine the influence of co-worker incivility towards employees performing deviant behaviour with the moderating role of emotional labour. Total of 120 questionnaires were distributed to the frontline employees of casual restaurants in the Klang Valley. The result pointed out that there was a significant positive correlation between co-worker incivility and deviant behaviour with a moderating effect of emotional labour.


 

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