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How does mindfulness affect employee attitude and behavior toward work-related outcomes?

Author

Listed:
  • Sinto Sunaryo

    (Universitas Sebelas Maret, Faculty of Economics and Business)

  • Joko Suyono

    (Universitas Sebelas Maret, Faculty of Economics and Business)

  • Sarwoto

    (Universitas Sebelas Maret Faculty of Economics and Business)

  • Alifah Faidurrohmah Fibayani

    (Lecturer Universitas Sebelas Maret Faculty of Economics and Business)

  • Barkah

    (Universitas Tanjungpura, Faculty of Economics and Business)

  • Juliani Dyah TRISNAWATI Author_Email: juliani@staff.ubaya.ac.id

    (Universitas Surabaya, Faculty of Business and Economics)

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.

Suggested Citation

  • Sinto Sunaryo & Joko Suyono & Sarwoto & Alifah Faidurrohmah Fibayani & Barkah & Juliani Dyah TRISNAWATI Author_Email: juliani@staff.ubaya.ac.id, 2023. "How does mindfulness affect employee attitude and behavior toward work-related outcomes?," Tourism and Hospitality Management, University of Rijeka, Faculty of Tourism and Hospitality Management, vol. 29(4), pages 505-516, December.
    • Handle: RePEc:tho:journl:v:29:y:2023:n:4:p:505-516
    DOI: https://doi.org/10.20867/thm.29.4.3
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    References listed on IDEAS

    as
    1. Hales, Douglas N. & Chakravorty, Satya S., 2016. "Creating high reliability organizations using mindfulness," Journal of Business Research, Elsevier, vol. 69(8), pages 2873-2881.
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    More about this item

    Keywords

    mindfulness; creativity; work engagement; customer incivility; proactive service performance; customer satisfaction;
    All these keywords.

    JEL classification:

    • L83 - Industrial Organization - - Industry Studies: Services - - - Sports; Gambling; Restaurants; Recreation; Tourism

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