How does mindfulness affect employee attitude and behavior toward work-related outcomes?
Purpose – This study examined the influence of mindfulness in its relationship to creativity and work engagement, which could increase proactive service performance and customer satisfaction while reducing the negative impact of customer incivility. Methodology/Design/Approach – The survey was co...
| Main Authors: | , , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
Faculty of tourism and hospitality management
2023-08-01
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| Series: | Tourism and Hospitality Management |
| Subjects: | |
| Online Access: | https://thm.fthm.hr/images/issues/vol29no4/3_Sunaryo_Suyono_Sarwoto_Fibayani_Barkah_Trisnawati |
| _version_ | 1797390131206815744 |
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| author | Sinto Sunaryo Joko Suyono Sarwoto Alifah Faidurrohmah Fibayani Barkah Juliani Dyah Trisnawati |
| author_facet | Sinto Sunaryo Joko Suyono Sarwoto Alifah Faidurrohmah Fibayani Barkah Juliani Dyah Trisnawati |
| author_sort | Sinto Sunaryo |
| collection | DOAJ |
| description | Purpose – This study examined the influence of mindfulness in its relationship to creativity
and work engagement, which could increase proactive service performance and customer
satisfaction while reducing the negative impact of customer incivility.
Methodology/Design/Approach – The survey was conducted using a snowball system among
260 hotel employees who voluntarily participated. The Partial Least Square (PLS) method
was used to analyse the data collected.
Findings – This study found a positive impact of mindfulness on employee creativity, proactive
service performance, and customer satisfaction. Customer incivility was also found to affects
work engagement as a precedent of proactive service performance and as a mediating variable
on customer incivility and proactive service performance.
Originality of the research – This research develops a comprehensive model that analyses
the influence of mindfulness on creativity, proactive service performance, and customer
satisfaction, taking into account customer incivility in affecting work engagement and
proactive service performance |
| first_indexed | 2024-03-08T23:07:13Z |
| format | Article |
| id | doaj.art-33d9f3cd350348329022a4aac7ef8199 |
| institution | Directory Open Access Journal |
| issn | 1330-7533 1847-3377 |
| language | English |
| last_indexed | 2024-03-08T23:07:13Z |
| publishDate | 2023-08-01 |
| publisher | Faculty of tourism and hospitality management |
| record_format | Article |
| series | Tourism and Hospitality Management |
| spelling | doaj.art-33d9f3cd350348329022a4aac7ef81992023-12-15T10:42:26ZengFaculty of tourism and hospitality managementTourism and Hospitality Management1330-75331847-33772023-08-0129450551610.20867/thm.29.4.3How does mindfulness affect employee attitude and behavior toward work-related outcomes?Sinto Sunaryo0https://orcid.org/0000-0002-1360-0238Joko Suyono1https://orcid.org/0000-0002-0638-7985Sarwoto2https://orcid.org/0000-0002-8175-3711Alifah Faidurrohmah Fibayani3https://orcid.org/0000-0002-3030-2371Barkah4https://orcid.org/0000-0002-5673-229XJuliani Dyah Trisnawati5https://orcid.org/0009-0009-2801-2277Universitas Sebelas Maret, Faculty of Economics and BusinessUniversitas Sebelas Maret Faculty of Economics and BusinessUniversitas Sebelas Maret Faculty of Economics and BusinessLecturer Universitas Sebelas Maret Faculty of Economics and BusinessUniversitas Tanjungpura Faculty of Economics and BusinessUniversitas Surabaya Faculty of Business and EconomicsPurpose – This study examined the influence of mindfulness in its relationship to creativity and work engagement, which could increase proactive service performance and customer satisfaction while reducing the negative impact of customer incivility. Methodology/Design/Approach – The survey was conducted using a snowball system among 260 hotel employees who voluntarily participated. The Partial Least Square (PLS) method was used to analyse the data collected. Findings – This study found a positive impact of mindfulness on employee creativity, proactive service performance, and customer satisfaction. Customer incivility was also found to affects work engagement as a precedent of proactive service performance and as a mediating variable on customer incivility and proactive service performance. Originality of the research – This research develops a comprehensive model that analyses the influence of mindfulness on creativity, proactive service performance, and customer satisfaction, taking into account customer incivility in affecting work engagement and proactive service performancehttps://thm.fthm.hr/images/issues/vol29no4/3_Sunaryo_Suyono_Sarwoto_Fibayani_Barkah_Trisnawatimindfulnesscreativitywork engagementcustomer incivilityproactive service performancecustomer satisfaction |
| spellingShingle | Sinto Sunaryo Joko Suyono Sarwoto Alifah Faidurrohmah Fibayani Barkah Juliani Dyah Trisnawati How does mindfulness affect employee attitude and behavior toward work-related outcomes? Tourism and Hospitality Management mindfulness creativity work engagement customer incivility proactive service performance customer satisfaction |
| title | How does mindfulness affect employee attitude and behavior toward work-related outcomes? |
| title_full | How does mindfulness affect employee attitude and behavior toward work-related outcomes? |
| title_fullStr | How does mindfulness affect employee attitude and behavior toward work-related outcomes? |
| title_full_unstemmed | How does mindfulness affect employee attitude and behavior toward work-related outcomes? |
| title_short | How does mindfulness affect employee attitude and behavior toward work-related outcomes? |
| title_sort | how does mindfulness affect employee attitude and behavior toward work related outcomes |
| topic | mindfulness creativity work engagement customer incivility proactive service performance customer satisfaction |
| url | https://thm.fthm.hr/images/issues/vol29no4/3_Sunaryo_Suyono_Sarwoto_Fibayani_Barkah_Trisnawati |
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