THE EFFECT OF CUSTOMER INCIVILITY ON WORK ENGAGEMENT, MODERATED BY SELF-EFFICACY(A Study at Prama Sanur Beach Hotel, Bali)
DOI:
https://doi.org/10.5281/zenodo.20199476Keywords:
customer incivility, work engagement, self-efficacyAbstract
The hospitality industry is characterised by roles involving a high intensity of service interactions; consequently, employees’ psychological engagement in performing their job roles is a crucial factor in maintaining service quality, as reflected in their level of work engagement. This study aims to analyse the effect of customer incivility on work engagement, with self-efficacy serving as a moderating variable. Testing the job demands–resources theory, this study employs a quantitative approach with a causal design. The study population comprises all frontline employees at Hotel Prama Sanur Beach Bali, selected via saturation sampling. Data were collected using a structured questionnaire and analysed using Structural Equation Modelling – Partial Least Squares (SEM-PLS) WarpPLS. The results indicate that customer incivility has a significant negative effect on work engagement. Self-efficacy was found to mitigate the negative impact of customer incivility on work engagement. These findings underscore the importance of strengthening self-efficacy as a personal resource to maintain employee work engagement when facing the emotional demands of the job.
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