Does workplace incivility affect travel agency performance through innovation, organizational citizenship behaviors, and organizational commitment?

Abstract

Purpose The purpose of this study is to evaluate the impact of workplace incivility on innovation, organizational citizenship behaviors, organizational commitment and performance in travel agencies. The study also aims at exploring the mediating roles of innovation, organizational citizenship behaviors and organizational commitment in the relationship between workplace incivility and performance. Design/methodology/approach The questionnaire was used to collect study data from the sample, which consisted of employees in Egyptian travel agencies, category (A), in Cairo Governorate. The questionnaire link was sent to 854 employees in travel agencies, with 644 obtained responses. Only 586 responses were suitable for analysis. Findings The results depicted that there is a significant and negative effect of workplace incivility on innovation, organizational citizenship behaviors, organizational commitment and performance. The results also revealed a significant and positive effect of innovation, organizational citizenship behaviors and organizational commitment on performance. Moreover, the results indicated that innovation, organizational citizenship behaviors and organizational commitment play partial mediating roles in the link between workplace incivility and performance. Originality/value The current study attempts to measure the mediating role of innovation, organizational citizenship behaviors and organizational commitment in the link between workplace incivility and performance. Managerial implications, limitations and future research are also presented.