Article Per Year (5 Year)
p-Index From 2021 - 2026
0.23
P-Index
This Author published in this journals
All Journal International Research Journal of Business Studies
Wisesa, I Made Siddhi
Unknown Affiliation
Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Social Sciences

Published : 1 Documents Claim Missing Document
Claim Missing Document
Check
Articles

Found 1 Documents
Search

 1 
Does Self-Efficacy Moderate the Effect of Customer Incivility on Work Engagement? Wisesa, I Made Siddhi; Rahyuda, Agoes Ganesha
International Research Journal of Business Studies Vol. 17 No. 3 (2024): December 2024 - March 2025
Publisher : Universitas Prasetiya Mulya

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.21632/irjbs.17.3.281-292

Abstract

This research aims to determine how customer incivility can impact frontlines’ work engagement and how self-efficacy moderates the relationship between customer incivility and frontlines’ work engagement. This research uses a saturated or census sampling technique, which is included in non-probability sampling with a sample of 70 participants. The data for this research is obtained through questionnaires and interviews. This research uses Moderated Regression Analysis (MRA) using the Statistical Package for the Social Sciences (SPSS). Research analysis shows that customer incivility can reduce the level of work engagement of frontline employees. A high level of self-efficacy can maintain or increase the level of work engagement of frontline employees even though these employees experience customer incivility.
Co-Authors Agoes Ganesha Rahyuda