Navigating workplace incivility: Exploring turnover intention with resilience and affective commitment as shields in Pakistan and Malaysia

Abstract

Around the globe, in the services sector, customers’ demands and expectations are continuously increasing. To meet their expectations, employees face high pressure from their customers and top management, and sometimes employees face workplace incivility from customers and supervisors, which aggravates employee burnout and increases turnover intentions, especially in the hospitality industry. Based on the conservation of resource theory, this study develops a mechanism to reduce front-line employees' burnout and turnover intentions in two emerging economies, Pakistan and Malaysia. This study collects the data in three waves from 635 front-line employees working in 3-5-star hotels in Pakistan (361), and Malaysia (274), and analyzes the data through SMART PLS 4.0. The results revealed that employee burnout and employee performance significantly mediate the relationship between supervisor incivility and turnover intention, while this sequential mediation is not significant in the case of customer incivility and turnover intention in Pakistan.