The influence of workplace bullying on the performance of hotel employees: the mediating role of emotional intelligence and psychological resilience
Keywords:
Workplace bullying, employee performance, emotional intelligence, psychological resilience, human resource management.Abstract
Workplace bullying has consistently been observed to have negative impacts on employee well-being by researchers. In the field of bullying research, there hasn't been a study that integrates mediators and explains the nexus between the many different factors that have been studied. Therefore, this study aimed to determine the impact of bullying on workers' performance at hotels in North Cyprus and the mediating role played by emotional intelligence and psychological resilience. Data were randomly collected from 442 hotel employees, including those from five- and four-star hotels on the island. The data were analysed using descriptive analysis. Furthermore, the heuristic model was tested using partial least squares structural equation modelling (PLS-SEM). According to the results, workplace bullying significantly and negatively influences an employee's performance. Secondly, emotional intelligence and psychological resilience positively mediated the relationship between bullying and performance among TRNC hotel employees. More cross-cultural and longitudinal research is needed to determine if these mediators have an enduring effect over time and across different cultures.
References
Abraham, R. (2004). Emotional competence as antecedent to performance: a contingency framework. Genetic, Social, and General Psychology Monographs, 130(2), 117-145. https://doi.org/10.3200/MONO.130.2.117-145
Anasori, E., Bayighomog, S. W., & Tanova, C. (2020). Workplace bullying, psychological distress, resilience, mindfulness, and emotional exhaustion. The Service Industries Journal, 40(1-2), 65-89. https://doi.org/10.1080/02642069.2019.1589456
Andrei, F., Smith, M. M., Surcinelli, P., Baldaro, B., & Saklofske, D. H. (2016). The trait emotional intelligence questionnaire: internal structure, convergent, criterion, an incremental validity in an Italian sample. Measurement and Evaluation in Counseling and Development, 49(1), 34-45. https://doi.org/10.1177/074817561559
Aribaba, F. O., Ahmodu, O. A., Olaleye, B. R., & Yusuff, S. A. (2019). Ownership structure and organisational performance in selected listed manufacturing companies, Nigeria. Journal of Business Studies and Management Review, 3(1), 9-14. https://doi.org/10.22437/jbsmr.v3i1.8516
Arifin, Z., Nirwanto, N., & Manan, A. (2019). Analysis of bullying effects on job performance using employee engagement and job satisfaction as mediation. International Journal of Innovation, Creativity and Change, 9(6), 42-56.
Ashraf, F., & Khan, M. A. (2014). Does emotional intelligence moderate the relationship between workplace bullying and job performance? Asian Business & Management, 13(2), 171-190. https://doi.org/10.1057/abm.2013.5
Bentley, T. A., Catley, B., Cooper-Thomas, H., Gardner, D., O'Driscoll, M. P., Dale, A., & Trenberth, L. (2012). Perceptions of workplace bullying in the New Zealand travel industry: prevalence and management strategies. Tourism Management, 33(2), 351-360. https://doi.org/10.1016/j.tourman.2011.04.004
Bilgin, O., & Ta?, ?. (2018). Effects of perceived social support and psychological resilience on social media addiction among university students. Universal Journal of Educational Research, 6(4), 751-758. https://doi.org/10.13189/ujer.2018.060418
Bowling, N. A., & Beehr, T. A. (2006). Workplace harassment from the victim's perspective: a theoretical model and meta-analysis. Journal of Applied Psychology, 91(5), 998. https://doi.org/10.1037/0021-9010.91.5.998
Brotheridge, C. M., & Lee, R. T. (2010). Restless and confused: emotional responses to workplace bullying in men and women. Career Development International, 15(7),687 – 707. https://doi.org/10.1108/13620431011094087
Bunnett, E. R. (2021). Bullying in pre-adolescents: prevalence, emotional intelligence, aggression and resilience. Issues in Educational Research, 31(4), 1049-1066.
Burman, R. (2021). Role of perceived HRM toward workplace bullying and turnover intention: mediating role of resilience and psychological health. Asia-Pacific Journal of Business Administration, 13(4), 433-451. https://doi.org/10.1108/APJBA-12-2020-0448
Chen, Y., Ning, R., Yang, T., Feng, S., & Yang, C. (2018). Is transformational leadership always good for employee task performance? Examining curvilinear and moderated relationships. Frontiers of Business Research in China, 12(1), 1-28. https://doi.org/10.1186/s11782-018-0044-8
Chia, S., & Kee, D. M. H. M. (2018). Workplace bullying and task performance: a study on salespeople in retail industry. Management Science Letters, 8(6), 707-716. https://doi.org/10.5267/j.msl.2018.4.011
Chin-Shan, L., & Szu-Yu, K. (2016). The effect of job stress on self-reported safety behaviour in container terminal operations: The moderating role of emotional intelligence. Transportation Research Part, 37(9-18), 10–26. https://doi.org/10.1016/j.trf.2015.12.008
Cohen, J. (1988). Statistical power analysis for the behavioral sciences. Hillsdale, MI: Lawrence Erlbaum Associates Inc.
Connor, K. M., & Davidson, J. R. (2003). Development of a new resilience scale: the Connor?Davidson resilience scale. Depression and Anxiety, 18(2), 76-82. https://doi.org/10.1002/da.10113
Devonish, D. (2013). Workplace bullying, employee performance and behaviors: The mediating role of psychological well-being. Employee Relations, 35(6), 630-647. https://doi.org/10.1108/ER-01-2013-0004
Einarsen, S., Hoel, H., & Notelaers, G. (2009). Measuring exposure to bullying and harassment at work: validity, factor structure and psychometric properties of the negative acts questionnaire-revised. Work & Stress, 23(1) 24–44. https://doi.org/10.1080/02678370902815673
Escartín, J., Monzani, L., Leong, F., & Rodríguez-Carballeira, Á. (2017). A reduced form of the workplace bullying scale–the EAPA-TR: a useful instrument for daily diary and experience sampling studies. Work & Stress, 31(1), 42-62. https://doi.org/10.1080/02678373.2017.1295113
Fornell, C. & Larcker, D. F. (1981). Structural equation models with unobservable variables and measurement error: Algebra and statistics. Journal of Marketing Research, 18, 382-388. https://doi.org/10.1177/002224378101800313
García-Izquierdo, M., Meseguer-de-Pedro, M., Soler-Sánchez, M. I., & Fernández-Valera, M. M. (2019). The role of resilience between workplace bullying and health: a mediational analysis. Revista de Psicología del Trabajo y de las Organizaciones, 35(3), 177-182. https://doi.org/10.5093/jwop2019a16
Goldenberg, I., Matheson, K., & Mantler, J. (2006). The assessment of emotional intelligence: a comparison of performance-based and self-report methodologies. Journal of Personality Assessment, 86(1), 33-45. https://doi.org/10.1207/s15327752jpa8601_05
Gómez-Trinidad, M. N., Chimpén-López, C. A., Rodríguez-Santos, L., Moral, M. A., & Rodríguez-Mansilla, J. (2021). Resilience, emotional intelligence, and occupational performance in family members who are the caretakers of patients with dementia in Spain: a cross-sectional, analytical, and descriptive study. Journal of Clinical Medicine, 10(18), 4262. https://doi.org/10.3390/jcm10184262
Gupta, R., Bakhshi, A., & Einarsen, S. (2017). Investigating workplace bullying in India: psychometric properties, validity, and cutoff scores of negative acts questionnaire–revised. Sage Open, 7(2). https://doi.org/10.1177/2158244017715674
Hair, J. F., Ringle, C. M., & Sarstedt, M. (2012). Partial least squares: the better approach to structural equation modeling? Long Range Planning, 45(5-6), 312-319. https://doi.org/10.1016/j.lrp.2012.09.011
Hayat, A., & Afshari, L. (2021). Supportive organisational climate: a moderated mediation model of workplace bullying and employee well-being. Personnel Review, 50(7/8), 1685-1704. https://doi.org/10.1108/PR-06-2020-0407
Henseler, J., Ringle, C. M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115-135. https://doi.org/10.1007/s11747-014-0403-8
Hutchinson, M., & Hurley, J. (2013). Exploring leadership capability and emotional intelligence as moderators of workplace bullying. Journal of nursing management, 21(3), 553-562. https://doi.org/10.1111/j.1365-2834.2012.01372.x
Ibrahim, B. (2021). The nexus between social media marketing activities and brand loyalty in hotel facebook pages: a multi-group analysis of hotel ratings. Tourism: An International Interdisciplinary Journal, 69(2), 228-245. https://doi.org/10.37741/t.69.2.5
Ismail, I. R., Poon, J. M., & Arshad, R. (2018). Effects of workplace incivility, negative affectivity and hurt feelings on co-worker helping. Jurnal Pengurusan, 52, 33-45. https://doi.org/10.17576/pengurusan-2018-52-03
Iyer, R. D. (2017). Developing and validating a questionnaire to measure some factors of school culture: a psychometric process. Prabandhan: Indian Journal of Management, 10(11), 7-18. https://doi.org/10.17010/pijom/2017/v10i11/119397
Jackson, D., Clare, J., & Mannix, J. (2002). Who would want to be a nurse? violence in the workplace - a factor in recruitment and retention. Journal of Nursing Management, 10(1), 13-20. https://doi.org/10.1046/j.0966-0429.2001.00262.x
Kline, R. B. (2005). Principles and practice of structural equation modeling (2nd ed.). New York: Guilford Press.
Liefooghe, A. P., & Mac Davey, K. (2001). Accounts of workplace bullying: the role of the organisation. European Journal of Work and Organizational Psychology, 10(4), 375-392. https://doi.org/10.1080/13594320143000762
Livne, Y. & Goussinsky, R. (2018). Workplace bullying and burnout among healthcare employees: the moderating effect of control-related resources. Nursing & Health Sciences, 20(1), 89-98. https://doi.org/10.1111/nhs.12392
Lock, S., Rees, C. S., & Heritage, B. (2020). Development and validation of a brief measure of psychological resilience: the state–trait assessment of resilience scale. Australian Psychologist, 55(1), 10-25. https://doi.org/10.1111/ap.12434
Lutgen?Sandvik, P., Tracy, S. J., & Alberts, J. K. (2007). Burned by bullying in the american workplace: prevalence, perception, degree and impact. Journal of Management Studies, 44(6), 837-862. https://doi.org/10.1111/j.1467-6486.2007.00715.x
Luthar, S. S., Cicchetti, D., & Becker, B. (2000). The construct of resilience: a critical evaluation and guidelines for future work. Child Development, 71(3), 543-562. https://doi.org/10.1111/1467-8624.00164
Maidaniuc-Chiril?, T. (2015). The mediation role of resilience on the relationship between workplace bullying and Romanian employees' strain. Revista de Cercetare ?i Interven?ie Social?, (48), 120-133.
Majeed, M., & Naseer, S. (2021). Is workplace bullying always perceived harmful? The cognitive appraisal theory of stress perspective. Asia Pacific Journal of Human Resources, 59(4), 618-644. https://doi.org/10.1111/1744-7941.12244
Martins, A., Ramalho, N., & Morin, E. (2010). A comprehensive meta-analysis of the relationship between emotional intelligence and health. Personality and Individual Differences, 49(6), 554-564. https://doi.org/10.1016/j.paid.2010.05.029
Mathisen, G. E., Einarsen, S., & Mykletun, R. (2011). The relationship between supervisor personality, supervisors' perceived stress and workplace bullying. Journal of Business Ethics, 99(4), 637-651. https://doi.org/10.1007/s10551-010-0674-z
Mikolajczak, M., Avalosse, H., Vancorenland, S., Verniest, R., Callens, M., Van Broeck, N. & Mierop, A. (2015). A nationally representative study of emotional competence and health. Emotion, 15(5), 653. https://doi.org/10.1037/emo0000034
Ministry of Tourism and Environment (2018). Turkish Republic of Northern Cyprus, Ministry of Tourism and Environment, Tourism Planning Office Statistical yearbook of tourism.
Monks, C. P., Smith, P. K., Naylor, P., Barter, C., Ireland, J. L., & Coyne, I. (2009). Bullying in different contexts: commonalities, differences and the role of theory. Aggression and violent behavior, 14(2), 146-156. https://doi.org/10.1016/j.avb.2009.01.004
Nam, W., Kim, J. W., Kim, Y. K., Koo, J. W. & Park, C. Y. (2010). The reliability and validity of the negative acts questionnaire-revised (NAQ-R) for nurses for the assessment of workplace bullying. Korean Journal of Occupational and Environmental Medicine, 22(2), 129-139. https://doi.org/10.35371/kjoem.2010.22.2.129
Namie, G. (2007). The challenge of workplace bullying. Employment Relations Today, 34(2), 43. https://doi.org/10.1002/ert.20151
Nazim Ali, D., Ihsan, A., & Ahmad, S. (2021). An investigation into the relationship among workplace bullying, job satisfaction, and job performance. Indian Journal of Economics and Business, 20(3), 1641-1647.
Nwaneri, A. C., Onoka, A. C., & Onoka, C. A. (2016). Workplace bullying among nurses working in tertiary hospitals in Enugu, southeast Nigeria: Implications for health workers and job performance. Journal of Nursing Education and Practice, 7(2), 69-78. https://doi.org/10.5430/jnep.v7n2p69
O'Boyle Jr, E. H., Humphrey, R. H., Pollack, J. M., Hawver, T. H., & Story, P. A. (2011). The relation between emotional intelligence and job performance: a meta?analysis. Journal of Organizational Behavior, 32(5), 788-818. https://doi.org/10.1002/job.714
Olaleye, B. R. O. Fapetu, A. A. Asaolu & M. Bojuwon (2021). Nexus between authentic leadership, organisational culture and job performance: mediating role of bullying. FUOYE Journal of Finance and Contemporary Issues, 1(1), 38-48.
Olaleye, B. R., Bojuwon, M., Ibrahim, R. I. M., & Ali-Momoh, B. O. (2021). Nexus between strategic thinking, competitive intelligence and innovation capability: Managerial support as a moderator. Journal of Intelligence Studies in Business, 11(3), 27-41.
Olaleye, B. R., O. M. Fetuga, F. T. Solanke, O. O. Ojo & O. N. Anifowose (2021). Influence of servant leadership and organisational structure on employee innovative behaviour in Nigerian tertiary institutions. KIU. Journal of Humanities, 6(1), 305-308.
Olaleye, B. R., S. Hamdan & R. I. Awwad (2021). The mediation-moderation effect on the nexus between social media adoption, customer satisfaction, social media competence, and SMEs performance during COVID-19 pandemic. International Journal of Data and Network Science, 5(4), 803-814.
Park, & Ono, (2017). Effects of workplace bullying on work engagement and health: the mediating role of job insecurity. The International Journal of Human Resource Management, 28(22), 3202-3225. https://doi.org/10.1080/09585192.2016.1172873
Peng, J., Luo, H., Ma, Q., Zhong, Y., Yang, X., Huang, Y., ... & Song, Y. (2022). Association between workplace bullying and nurses' professional quality of life: the mediating role of resilience. Journal of Nursing Management, 30(6), 1549-1558. https://doi.org/10.1111/jonm.13471
Podsakoff, P. M., MacKenzie, S. B., Lee, J. Y., & Podsakoff, N. P. (2003). Common method biases in behavioral research: a critical review of the literature and recommended remedies. Journal of Applied Psychology, 88(5), 879-903. https://doi.org/10.1037/0021-9010.88.5.879
Pradhan, A., & Joshi, J. (2019). Impact of workplace bullying on employee performance. International Research Journal of Management Science, 4, 1-13.
Robert, F. (2018). Impact of workplace bullying on job performance and job stress. Journal of Management Info, 5(3), 12-15. https://doi.org/10.31580/jmi.v5i3.123
Samnani, A. K., & Singh, P. (2012). 20 years of workplace bullying research: a review of the antecedents and consequences of bullying in the workplace. Aggression and Violent Behavior, 17(6), 581-589. https://doi.org/10.1016/j.avb.2012.08.004
Samnani, A. K., Singh, P., & Ezzedeen, S. (2013). Workplace bullying and employee performance: an attributional model. Organisational Psychology Review, 3(4), 337-359. https://doi.org/10.1177/2041386613475370
Sheehan, M., McCabe, T. J., & Garavan, T. N. (2018). Workplace bullying and employee outcomes: a moderated mediated model. The International Journal of Human Resource Management, 29, 1–38. https://doi.org/10.1080/09585192.2017.1406390
Sidle, S. D. (2009). Is your organisation a great place for bullies to work? Academy of Management Perspectives, 23(4), 89-91. https://doi.org/10.5465/AMP.2009.45590143
Solberg, M. E., & Olweus, D. (2003). Prevalence estimation of school bullying with the Olweus bully/victim questionnaire. Aggressive Behavior: Official Journal of the International Society for Research on Aggression, 29(3), 239-268. https://doi.org/10.1002/ab.10047
Srivastava, S., & Agarwal, S. (2020). Workplace bullying and intention to leave: a moderated mediation model of emotional exhaustion and supervisory support. Employee Relations: The International Journal, 42(6), 1547-1563. dx.doi.org/10.22547/BER/13.3.5
Srivastava, S., & Dey, B. (2019). Workplace bullying and job burnout: a moderated mediation model of emotional intelligence and hardiness. International Journal of Organizational Analysis, 28(1), 183-204. https://doi.org/10.1108/IJOA-02-2019-1664
Sullivan, G. M. & Feinn, R. (2012). Using effect size-or why the p-value is not enough. Journal of Graduate Medical Education, 4(3), 279–282. https://doi.org/10.4300/JGME-D-12-00156.1
Tabassum, S., Siddiqui, I. H., Mangrio, I. A., Ullah, U., & Alwi, S. K. K. (2021). Explaining the role of workplace bullying in hampering the success of employees. International Journal of Management (IJM), 12(1), 975-1001. https://doi.org/10.34218/IJM.12.1.2021.085
Tag-Eldeen, A., Barakat, M., & Dar, H. (2017). Investigating the impact of workplace bullying on employees' morale, performance and turnover intentions in five-star Egyptian hotel operations. Tourism and Travelling,1(1), 4-14. http://dx.doi.org/10.21511/tt.1(1).2017.01
TRNC Census (2006). TRNC Census 2006. Retrieved 2011-05-02 from https://www.devplan.org/index_en.html
Unguren, G., & Arslan, S. (2021). The effect of role ambiguity and role conflict on job performance in the hotel industry: the mediating effect of job satisfaction. Tourism & Management Studies, 17(1), 45-58. https://doi.org/10.18089/tms.2021.170104
Webb, C. A., Schwab, Z. J., Weber, M., DelDonno, S., Kipman, M., Weiner, M. R., & Killgore, W. D. (2013). Convergent and divergent validity of integrative versus mixed model measures of emotional intelligence. Intelligence, 41(3), 149-156. https://doi.org/10.1016/j.intell.2013.01.004
Williams, L. & Anderson, S. (1991). Job satisfaction and organisational commitment as predictors of organisational citizenship and in-role behaviors. Journal of Management, 17(3), 601-617. https://doi.org/10.1177/014920639101700305
Wolff, S. B., Pescosolido, A. T., & Druskat, V. U. (2002). Emotional intelligence as the basis of leadership emergence in self-managing teams. The Leadership Quarterly, 13, 505-522. https://doi.org/10.1016/S1048-9843(02)00141-8
Wolke, D., Woods, S., Stanford, K., & Schulz, H. (2001). Bullying and victimisation of primary school children in england and germany: prevalence and school factors. British Journal of Psychology, 92(4), 673-696. https://doi.org/10.1348/000712601162419
Wong, C., &Law, K. (2002). The effects of leader and follower emotional intelligence on performance and attitude: an exploratory study. Leadership Quarterly, 13, 243-274. https://doi.org/10.1016/S1048-9843(02)00099-1
Young, B. S., Arthur, W. A., Jr., & French, J. (2000). Predictors of Managerial Performance: More than Cognitive Ability. Journal of Business and Psychology, 15, 53–72.
Yilmaz, A. A., & Konaklioglu (2022). Leadership styles and their effect on employees: a comparative study of two Mediterranean tourism destinations. Tourism & Management Studies, 18(2), 51-59. https://doi.org/10.18089/tms.2022.180204
Yu, Y., Peng, L., Liu, B., Liu, Y., Li, M., Chen, L. & Li, J. (2016). The Effects of Anxiety and Depression on Stress-Related Growth among Chinese Army Recruits: Resilience and Coping as Mediators. Journal of Health Psychology, 21(9), 1884-1895.
Downloads
Published
Issue
Section
License
Copyright (c) 2023 Tourism & Management Studies
This work is licensed under a Creative Commons Attribution-NoDerivatives 4.0 International License.
The journal retains published articles’ copyrights, but they are simultaneously licensed under the Creative Commons Attribution License (CC BY-NC-ND), which allows individuals’ to share the relevant papers as long as authorship and publication in this journal are duly acknowledged.
