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Strategies for Addressing Workplace Incivility and Retention in a Healthcare System Keonda Schenck Schenck Walden University

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Strategies for Addressing Workplace Incivility and Retention in a Healthcare System Keonda Schenck Schenck Walden University 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 Follow this and additional works at: https://scholarworks.waldenu.edu/dissertations Part of the Business Commons This Dissertation is brought to you for free and open access by the Walden Dissertations and Doctoral Studies Collection at ScholarWorks. It has been accepted for inclusion in Walden Dissertations and Doctoral Studies by an authorized administrator of ScholarWorks. For more information, please contact [email protected]. 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
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