How Does Mindfulness Affect Employee Attitude And Behavior Toward Work-Related Outcomes?

Sunaryo, Sinto and Suyono, Joko and Sarwoto, Sarwoto and Fibayani, Alifah Faidurrohmah and Barkah, Barkah and Trisnawati, Juliani Dyah (2023) How Does Mindfulness Affect Employee Attitude And Behavior Toward Work-Related Outcomes? Tourism and Hospitality Management, 29 (4). pp. 505-516. ISSN 1330-7533; E-ISSN 1847-3377

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Abstract

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.

Item Type:	Article
Uncontrolled Keywords:	mindfulness, creativity, work engagement, customer incivility, proactive service performance, customer satisfaction
Subjects:	H Social Sciences > HD Industries. Land use. Labor > HD28 Management. Industrial Management
Divisions:	Faculty of Business and Economic > Department of Management
Depositing User:	Ester Sri W. 196039
Date Deposited:	26 Jan 2024 04:03
Last Modified:	26 Jan 2024 04:03
URI:	http://repository.ubaya.ac.id/id/eprint/45798

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