The impact of workplace incivility on work alienation: A study of frontline staff at Tan Son Nhat international airport

Abstract

This study explores the mechanisms through which the experience of incivility affects work alienation among frontline employees in the aviation industry. While many studies have examined the impact of work incivility on various outcomes, few have investigated its effects on alienation and the underlying mechanisms of this relationship. Using a sample of check-in employees at Tan Son Nhat international airport, Partial Least Squares Structural Equation Modeling (PLS-SEM) was employed to analyze the data. The results indicate that incivility from supervisors, directly and indirectly, influences work alienation through affective commitment, whereas customer incivility does not. The study suggests measures to mitigate the negative impact of incivility on frontline employees.