The Influence of Workplace Incivility on Employees' Emotional Exhaustion in Recreational Sport/Fitness Clubs: A Cross-Level Analysis of the Links between Psychological Capital and Perceived Service Climate.

Chia-Ming Chang,Hsiu-Chin Huang,Huey-Hong Hsieh,Li-Wei Liu

doi:10.3390/healthcare7040159

Abstract

The aim of this study was to explore the influence of workplace incivility on the emotional exhaustion of recreational sport/fitness club providers through a cross-level analysis. A total of 200 recreational sport/fitness club providers from Taiwan were selected for the repeated collection of measures and a 10-day diary method was used. The effect of workplace incivility on recreational sport/fitness club employees’ emotional exhaustion on a daily basis was analyzed at the intra-personal level, and the relationship between psychological capital and perceived service climate was studied at the inter-personal level. Five hypotheses were developed and tested using hierarchical linear modeling. The results found that employees’ emotional exhaustion and burnout highly correlated with workplace incivility and service climate. Based on the results, recommendations for employees and sport/fitness centers are proposed. Furthermore, research limitations and future directions are discussed.

Highlights

The market share of recreational sport/fitness clubs is consistently expanding and evolving.Over the years, private clubs, such as World Gym, BEING Sport, Curves, and Fitness Factory have become established in many different cities in Taiwan and continue to grow [1]
Throughout the cross-level analysis, the result indicated that psychological capital (PsyCap) had no moderating effect on the relation between workplace incivility and emotional burnout
First, we found that among five control variables, perceived health status was positively correlated with emotional exhaustion

Summary

Introduction

The market share of recreational sport/fitness clubs is consistently expanding and evolving.Over the years, private clubs, such as World Gym, BEING Sport, Curves, and Fitness Factory have become established in many different cities in Taiwan and continue to grow [1]. The market share of recreational sport/fitness clubs is consistently expanding and evolving. It is very likely that they may suffer emotional burnout under such circumstances. Emotional exhaustion often arises when employees are faced with difficult customers. It should be noted that the emotional exhaustion of service-providing employees can drive customers away, and results in a reduction of customers and sales [3]. Emotional burnout can have tremendously negative impacts on the job satisfaction and performance of employees, and eventually cause them to quit [4,5,6]. This study aimed to explore the relationships among emotional exhaustion, job performance, emotion burnout and related factors, in recreational fitness and health club service staff

Objectives

Methods

Results

Discussion

Conclusion