Strategies for Addressing Workplace Incivility and Retention in a Healthcare System

143 Pages·2017·0.7 MB·English

Walden University
ScholarWorks
Walden Dissertations and Doctoral Studies
Walden Dissertations and Doctoral Studies
Collection
2017
Strategies for Addressing Workplace Incivility and
Retention in a Healthcare System
Keonda Schenck Schenck
Walden University
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Walden University

College of Management and Technology

This is to certify that the doctoral study by

Keonda L. Schenck

has been found to be complete and satisfactory in all respects,
and that any and all revisions required by
the review committee have been made.

Review Committee
Dr. Jamiel Vadell, Committee Chairperson, Doctor of Business Administration Faculty

Dr. David Moody, Committee Member, Doctor of Business Administration Faculty

Dr. Al Endres, University Reviewer, Doctor of Business Administration Faculty

Chief Academic Officer
Eric Riedel, Ph.D.

Walden University
2017
Abstract
Strategies for Addressing Workplace Incivility and Retention in a Healthcare System
by
Keonda L. Schenck

MBA, University of Phoenix, 2014
BS, University of Phoenix, 2012

Doctoral Study Submitted in Partial Fulfillment
of the Requirements for the Degree of
Doctor of Business Administration

Walden University
July 2017
Abstract
Workplace incivility is increasing in prevalence in healthcare organizations. Despite the
adverse effects of workplace incivility on employee engagement and voluntary employee
turnover, some organizations do not have policies to address workplace incivility among
employees. The purpose of this descriptive, single case study was to explore successful
strategies leaders at healthcare organizations with 50 or more employees used to reduce
workplace incivility and improve employee retention. The spiral theory provided the
conceptual framework for the study. Semistructured interviews were held with 2 human
resources (HR) professionals and 1 department manager with experience dealing with
employee relations and success in retaining healthcare employees within Greenville,
South Carolina. Interviews and policies were reviewed, analyzed, and coded for themes
and subthemes. To assure the credibility and trustworthiness of the findings, member
checking and methodological triangulation were used to verify and compare the
interpretations from the interviews and the organization’s policies and processes. Among
the key themes that emerged were the uniform use of strategies and processes for
addressing workplace incivility including consistently communicating and enforcing
policies for addressing workplace incivility, using one-on-one communication techniques
between managers and employees, and addressing key implementation barriers such as
resistance to change. To effect positive social change, HR professionals and department
managers in similar organizations can assess the findings’ relevance for reducing
workplace incivility, reducing employee turnover, and increasing retention for improving
the quality of patient care to benefit patients, families, and communities.
Strategies for Addressing Workplace Incivility and Retention in a Healthcare System
by
Keonda L. Schenck

MBA, University of Phoenix, 2014
BS, University of Phoenix, 2012

Doctoral Study Submitted in Partial Fulfillment
of the Requirements for the Degree of
Doctor of Business Administration

Walden University
July 2017
Dedication
I give all praise to God for blessing me with the courage and determination to
persevere through this challenging journey. I dedicate this research project to my mother,
Deborah L. Russell, and my four grandchildren, Za’Niyah Marie, Za’Cari LaShawn,
Khyl DeAnthony, and Anthony Michael, who inspire me to set higher standards to
achieve greater things in life.
Acknowledgments
I would like to acknowledge various individuals who journeyed with me as I
pursued my doctoral degree. First, I thank my family, particularly my three children,
Marquise, Shakira, and Gerald. Through my tireless long days and evenings, I thank you
for being patient with me and taking on more responsibility to keep the household
together. Secondly, I owe an enormous debt of gratitude to my research committee.
Thank you, Dr. Vadell, my committee chair, for being a great mentor and talking me off
the ledge when I wanted to throw in the towel. Dr. Moody and Dr. Endres, thank you for
your diligence, guidance, and eye to detail. I am grateful for the learning opportunities
you all provided me. Thirdly, I am appreciative for my best friend, Tonia, listening to me
complain and encouraging me to keep pushing forward. Lastly, special thanks to my
mother, Deborah Russell, for motivating and challenging me. Without your support, I
would not have dedicated countless hours to reach this monumental moment in my life.
You will always be “My Rock.”
Table of Contents
List of Tables .......................................................................................................................v
List of Figures .................................................................................................................... vi
Section 1: Foundation of the Study ......................................................................................1
Background of the Problem ...........................................................................................1
Problem Statement .........................................................................................................2
Purpose Statement ..........................................................................................................3
Nature of the Study ........................................................................................................3
Research Question .........................................................................................................5
Interview Questions .......................................................................................................5
Conceptual Framework ..................................................................................................6
Operational Definitions ..................................................................................................7
Assumptions, Limitations, and Delimitations ................................................................7
Assumptions ............................................................................................................ 7
Limitations .............................................................................................................. 8
Delimitations ........................................................................................................... 8
Significance of the Study ...............................................................................................9
Contribution to Business Practice ........................................................................... 9
Implications for Social Change ............................................................................... 9
A Review of the Professional and Academic Literature ..............................................10
Incivility Spiral Theory ......................................................................................... 12
Voluntary Employee Turnover ............................................................................. 17
i
Employee Engagement and Person-Organization Fit ........................................... 17
Employee Engagement and Organizational Commitment .................................... 21
Three Components of Commitment...................................................................... 24
Employee Engagement and Turnover Intentions .................................................. 25
Organizational Performance ................................................................................. 31
Incentives, Performance Measurement, and Management Systems ..................... 33
Decreased Productivity/Degree of Team Effectiveness ....................................... 35
Employee Retention .............................................................................................. 36
Transition .....................................................................................................................38
Section 2: The Project ........................................................................................................40
Purpose Statement ........................................................................................................40
Role of the Researcher .................................................................................................40
Participants ...................................................................................................................42
Research Method and Design ......................................................................................43
Research Method .................................................................................................. 43
Research Design.................................................................................................... 45
Population and Sampling .............................................................................................47
Ethical Research...........................................................................................................49
Data Collection Instruments ........................................................................................50
Data Collection Technique ..........................................................................................51
Data Organization Techniques .....................................................................................53
Data Analysis ...............................................................................................................54
ii
Reliability and Validity ................................................................................................56
Reliability .............................................................................................................. 56
Validity ................................................................................................................. 57
Transition and Summary ..............................................................................................61
Section 3: Application to Professional Practice and Implications for Change ..................62
Presentation of the Findings.........................................................................................63
Descriptive Data Concerning Participants and the Target Company ................... 63
Thematic Category 1: Effects of Workplace Incivility on Employee
Engagement............................................................................................... 65
Thematic Category 2: Strategies to Address Workplace Incivility and
Increase Engagement and Retention ......................................................... 71
Thematic Category 3: Identifying and Addressing Barriers to Deploying
Strategies to Address Workplace Incivility and Retention ....................... 80
Relationship of the Themes to the Conceptual Framework .................................. 84
Applications to Professional Practice ..........................................................................87
Implications for Social Change ....................................................................................89
Recommendations for Action ......................................................................................90
Recommendations for Further Study ...........................................................................93
Reflections ...................................................................................................................95
Conclusions ..................................................................................................................95
References ..........................................................................................................................98
Appendix A: Interview Protocol ......................................................................................127
iii