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All Journal Jurnal Ilmiah Psikologi Terapan TAZKIYA JOURNAL OF PSYCHOLOGY Intuisi Persona: Jurnal Psikologi Indonesia Jurnal Master Pariwisata (JUMPA) Analitika : Jurnal Magister Psikologi UMA JURNAL DIVERSITA Ganaya: Jurnal Ilmu Sosial dan Humaniora Philanthropy: Journal of Psychology JURNAL TARBIYAH Insight : Jurnal Pemikiran dan Penelitian Psikologi Journal of Education, Humaniora and Social Sciences (JEHSS) PSYCHE 165 Psikostudia : Jurnal Psikologi Psikologi Prima Jurnal Pendidikan dan Konseling Journal of Research in Business, Economics, and Education Pintar Harati: Jurnal Pendidikan dan Psikologi Jurnal Penelitian Pendidikan, Psikologi Dan Kesehatan (J-P3K) Jurnal Penelitian Psikologi Psikoborneo : Jurnal Ilmiah Psikologi Metta : Jurnal Ilmu Multidisiplin Jurnal Social Library Psyche 165 Journal Psycho Idea Jurnal Ilmu Multidisplin Ranah Research : Journal of Multidisciplinary Research and Development IDEA: Jurnal Psikologi Riwayat: Educational Journal of History and Humanities Journal of Psychology Students Indonesian Journal of Islamic Psychology ABDI DALEM: Jurnal Pengabdian Kepada Masyarakat
Rianda Elvinawanty
Univeristas Prima Indonesia
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Workplace Incivility Dalam Kaitannya Dengan Organizational Citizenship Behavior Pada Karyawan Hotel Margaretta, Evelinadela; Elvinawanty, Rianda; Situmeang, Saulina Serpi; Meliala, Enzelin Regina S.; Hartini, Sri
Ganaya : Jurnal Ilmu Sosial dan Humaniora Vol 9 No 1 (2026)
Publisher : Jayapangus Press

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.37329/ganaya.v9i1.5277

Abstract

The rapid growth of the hotel industry requires organizations to maintain high service quality to remain competitive. Service quality is influenced not only by formal procedures but also by employees’ voluntary behaviors, known as Organizational Citizenship Behavior (OCB), which enhance organizational effectiveness. However, workplace incivility, characterized by low-intensity deviant behavior such as disrespect and disregard among employees, remains prevalent and may undermine positive work attitudes and behaviors. This study aimed to examine the relationship between workplace incivility and OCB among hotel employees. A quantitative correlational design was employed using Pearson’s correlation analysis. The sample consisted of 105 employees of Lake Toba International Hotel selected through purposive sampling. Data were collected using validated workplace incivility and OCB scales and analyzed statistically. The results revealed a strong and significant negative correlation between workplace incivility and OCB (r = −0.733, p < 0.05), indicating that higher levels of workplace incivility were associated with lower levels of OCB. Furthermore, the coefficient of determination (R² = 0.537) showed that workplace incivility accounted for 53.7% of the variance in OCB, demonstrating a substantial contribution. These findings suggest that workplace incivility plays a critical role in reducing employees’ willingness to engage in voluntary, constructive behaviors that support organizational effectiveness and service quality. In conclusion, minimizing workplace incivility through respectful communication, supportive leadership, and positive organizational culture is essential to foster OCB and enhance overall service performance in the hospitality industry. These strategies strengthen employee cooperation, satisfaction, and long-term organizational sustainability and competitiveness in modern hospitality contexts today.
Co-Authors -, Ivory -, Nurvica Adek Oktaviani Adela Natasya Anastasya Anastasya Angelita Hulu, Stefany Ardila, Rizky Juliani Ariani, Benita Arsandi, Ervina Atrizka, diny Beby Astri Tarigan Bernhard Branyaga Baluya Br Silalahi, Julia Ningsih C Christover Calista Cempaka, Rosari Ratna Chandra, Angelina Charlie Sanlie Christiawan Christiawan Christopher Christopher Citra, Yennie Chairani Claresta Kangginata Claudia Hotnauli Rumahorbo, Yolanda Condinata, Frida Cuangga, Evangelyn Grafany David Junovandy Desi Desi Dhammayanti, Tjeng Ferra Dwi Nova Nauli, Made El Akmal, Mukhaira Elizabeth Simanjuntak, Cinthya Elvina Yaputri Elvira Hardy Emi Emi Erina Septianti Fendro Chandra Fernanda Advenlia Samosir Ferry, Ferry Firda Amelia Fransiscus Fery Anto Silaen Fransiscus Josua Fredy Fredy Gianina Arta Rizka Giawa, Theodora Ananda Giovani Aritonang, Marsela Gisela Gurning Haposan Lumbantoruan Harefa, Lidia Permata Hasanuddin Hendriyo, Hendriyo Husadi, Leany Hutagalung, Mida Uli I Nyoman Sujana Ina Evita Sari Pasaribu Inka Natalia Ivory - Jasmine, Jasmine Jason Kosasi Jeffrey Wong Jeni Mentari Panjaitan Jenny Jenny Jesslyn Wijaya Jovian Julius Julius Junovandy, David Kelly, Grace Kelsi Amanda Khairuddin Khairuddin Khairunnisa Kho, Cecillia Khohiro, Kimiko Kosasi, Jason Laia, Bernadet Selfiana Laura Permata Indah Br Sinaga Lidia Novi Fitriani Liharni Purba, Flora Lim, Vlam Liza, Winda Lorenza, Lorenza Lufthiansyah, Muhammad Fariz Lusiati br Silaban Lydia Yusnita Machiko, Machiko Manurung, Wilda Manurung, Yulinda S. Margaretta, Evelinadela marpaung, winida Martogi Maristella Enjeli Naibaho Martono, Anggitha Faradiba Mega Elfrida Sihombing Meliala, Enzelin Regina S. Mentari, Sabrini Merri Hafni Michelle, Michelle Muhammad Ikhsan My Dora Sinambela Natalia Natalia Natalia, Inka Nathalia Yesica Nathalie Fransisca Nikki Lauda Novlyncia Novlyncia Nur Afni Safarina, Nur Afni Nurmaizar Nilawati Siregar Oktaviani, Adek Petrisely, Welsi Prapanca, Cherin Putri Manurung, Nada Natasya Putri, Yumelia Rina Mirza Ronauli Samosir Sabrini Mentari Rezeki Salim, Alvin Karuna Sandy Sanjaya sanlie, charlie Sarinah Sarinah Sekali, Otniel Karo Sella Sepriani br Sinaga Septa, Adam Siahaan, Eirene Ratushyinkaya Sianturi, Hari Partogi Siauwira, Valesca Sihombing, Mega Elfrida Sihotang, Juni Santy Theresia Silalahi, Lamtiar Simangunsong, Claura Noi Br Simanjorang, Helentina Simatupang, Mahisar Sinaga, Refina Lestari Siregar, Nurmaizar Nilawati Situmeang, Saulina Serpi Situmorang, Elis Fani Soemarco Chaiyadi Sri Hartini Sri Hartini Sri Linda Barus Stephanie Stephanie Syamantha, Arbana Sylvana, Sylvana Tambunan, Clara Elizabeth Tanary, Christy Tanujaya, Marcell Theresia, Jesslyn Thionardi, Felycia Thomas, Jesslyn Tiara Mastari Purba Tito Salim Tjeng Ferra Dhammayanti Untario*, Evelyn Vanissa Vanissa Veni Verawaty Veronica Rania Vicky Firmansyah Siagian Vidi Marsha Lorenza Silitonga Vinanda, Vinanda Viola, Viola Viona Kumalasari Vivian Vivian Vivian Vivian Widya Christiani Sembiring Wijaya, Amanda Priscilia Wijaya, Katherine Winda Liza Wiryateja, Jocelin Wong, Jeffrey Xevyra, Fanni Yaputri, Elvina Yedida Triwara Pasaribu Yennie Chairani Citra Yesika Situmorang Yulinda Septiani Manurung Yulinda Septiani Manurung, Yulinda Septiani Yumelia Putri Yunica Graselica Yusliza Surbakti, Nursyadiva Zebua, Orlana Devina Ariestha