From Courtesy to Cynicism: The Hidden Cost of Incivility in Supermarket Frontlines

N. A. S. Madhumekala; K. A. K. S. Rathnakara

doi:10.18290/rkult25162.5

Data publikacji : 2025-06-30

Tom 16 Nr 2 (2025)

Od uprzejmości do cynizmu: niewidoczne koszty nieuprzejmości wśród pracowników obsługi klienta w supermarketach

N. A. S. Madhumekala

K. A. K. S. Rathnakara

https://orcid.org/0000-0003-2307-5155

DOI: https://doi.org/10.18290/rkult25162.5

Abstrakt

Nieuprzejmość w miejscu pracy została zidentyfikowana jako istotny i krytyczny problem występujący w środowisku zawodowym, który znacząco wpływa zarówno na jednostki, jak i na wyniki organizacyjne, takie jak intencja odejścia z pracy. W związku z tym celem niniejszego artykułu jest zbadanie wpływu nieuprzejmości w miejscu pracy na intencję odejścia z pracy, a także roli cynizmu organizacyjnego jako czynnika pośredniczącego w tej relacji. W badaniu zastosowano projekt przekrojowy oraz dedukcyjne podejście badawcze. Populację badania stanowili pracownicy obsługi klienta wiodących supermarketów zlokalizowanych w dystrykcie Kurunegala. Wykorzystano metodę doboru warstwowego, a liczebność próby wyniosła 184 osoby. W ramach ilościowych metod gromadzenia danych zastosowano kwestionariusze dostarczane osobiście. Analizę danych przeprowadzono przy użyciu programu SPSS (Statistical Package for Social Sciences). Wyniki wskazują, że nieuprzejmość w miejscu pracy wywiera istotny, pozytywny wpływ na intencję odejścia z pracy, a także że nieuprzejmość ze strony przełożonych, współpracowników i klientów – uznawane za trzy wymiary nieuprzejmości w miejscu pracy – również pozytywnie wpływają na tę intencję. Analiza danych wykazała, że nieuprzejmość w miejscu pracy odpowiada za 70,6% zmienności intencji odejścia z pracy wśród pracowników obsługi klienta w dużych supermarketach. Ponadto stwierdzono, że cynizm organizacyjny częściowo pośredniczy w związku między nieuprzejmością w miejscu pracy a intencją odejścia z pracy.

Słowa kluczowe:

nieuprzejmość w miejscu pracy, intencja odejścia z pracy, cynizm organizacyjny, nieuprzejmość ze strony przełożonych, nieuprzejmość ze strony klientów, nieuprzejmość ze strony współpracowników

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