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

Sinto Sunaryo (), Joko Suyono (), Sarwoto (), Alifah Faidurrohmah Fibayani (), Barkah () and Juliani Dyah TRISNAWATI Author_Email: Juliani@staff.ubaya.ac.id
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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

Tourism and Hospitality Management, 2023, vol. 29, issue 4, 505-516

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.

Keywords: mindfulness; creativity; work engagement; customer incivility; proactive service performance; customer satisfaction (search for similar items in EconPapers)
JEL-codes: L83 (search for similar items in EconPapers)
Date: 2023
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Persistent link: https://EconPapers.repec.org/RePEc:tho:journl:v:29:y:2023:n:4:p:505-516

DOI: 10.20867/thm.29.4.3

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