RESEARCH PROJECT (BMBR5103) FACTORS AFFECTING EMPLOYEE ANTISOCIAL BEHAVIOR AT VIETNAM AIRLINE STUDENT’S FULL NAME : DANG DANH THU STUDENT ID : CGS00018513 INTAKE : SEPT 2014 ADVISOR’S NAME & TITLE : NGUYEN THE KHAI, DBA December 2015 ADVISOR’S ASSESSMENT Advisor’s signature Nguyen The Khai, DBA ACKNOWLEDGEMENTS Firstly, I would like to express my sincere thanks and deep gratitude to all of the teachers of Hutech University and Open University Malaysia teaching, imparting knowledge to us during the study period Secondly, I acknowledge with gratitude to Dr Nguyen The Khai, who has always been sincere and helpful in making me understanding how to a research and run SPSS software Without such detail instructions and advises, I am unable to complete this paper of Business Research Methods Lastly, I also wish to express my sincere thanks to the employees of Vietnam Airline for their precious comments and helps to collect data for this thesis Table of Contents ACKNOWLEDGEMENTS LIST OF FIGURES LIST OF TABLES ABBREVIATIONS ABSTRACT CHAPTER I - INTRODUCTION 10 1.1 Company Introduction 10 1.2 Research Introduction 19 1.2.1 Problem statement .20 1.2.2 Purpose of the study 22 1.2.3 The scope of the research 22 1.2.4 Research questions 22 CHAPTER II – LITERATURE REVIEW 23 2.1 Antisocial behavior 23 2.2 Work family conflict 24 2.3 Job role ambiguity 25 2.4 Job overload 25 2.5 Frustration with work 26 CHAPTER III: RESEACH MODEL AND HYPOTHESES 28 3.1 Research Model 28 3.1.1 Dependent Variables: 28 3.1.2 Independent Variables: 28 3.1.3 Constructs 29 3.2 Research Hypotheses 29 3.3 Instruments 32 3.4 Research Participants 33 3.5 Procedure for Data Collection and Analyze 34 CHAPTER IV: ANALYSIS AND RESULTS 36 4.1 Reliability Analysis 36 4.2 Descriptive Analysis 37 4.3 Correlation of all variables statistics 37 4.4 Hypotheses Testing 38 CHAPTER V: CONCLUSION 41 5.1 Summary and Discussion 41 5.2 Management Implications 42 5.3 Limitations and Further Research Recommendation 43 REFERENCES 44 APPENDIX 48 LIST OF FIGURES Figure 1: information regarding the workforce of Vietnam Airlines LIST OF TABLES Table 1: Summary of Cronbach‟s Alpha of the variables Table 2: Descriptive Statistics Table 3: Correlation among Variables Table 4: Model Summary of all hypotheses Table 5: Coefficients of all hypotheses Table 6: Hypothesis Statistic ABBREVIATIONS VNA Vietnam Airlines SPSS Statistical Packages for the Social Science AB Antisocial Behavior WFC Work Family Conflict JRA Job Role Ambiguity JO Job Overload FWW Frustration with Work ABSTRACT The objectives of this study were to investigate the factors affecting employees‟ antisocial behavior The sample comprised of all employees working in Vietnam Airlines The research instruments comprised of 320 questionnaires with 33 questions Hypothesis testing was performed by using SPSS software, Pearson product moment correlation analyses and regression analyses The result indicate that as work family conflict, job role ambiguity, job overload and frustration with work increase, so does the level of antisocial behavior The result also shows that work family conflict and job overload have a greater effect on antisocial behavior than job role ambiguity and frustration with work The implications and limitations are also discussed at the end of the paper Keywords: antisocial behavior, work family conflict, job overload, job role ambiguity, frustration with work CHAPTER 1: INTRODUCTION 1.1 Company Introduction: Vietnam Airlines JSC 200 Nguyen Son Str., Long Bien Dist., Ha Noi city, VIETNAM Business License No 106000844 issued on Jan 26, 2007 by Hanoi authority for Planning & Investment Tax Code: 0100107518  History of Vietnam Airlines: The Vietnam Civil Aviation Department was established by the Government in January 1956, marking the birth of the civil aviation industry in Vietnam At that time, the fleet was small with only five aircraft of IL-14, AN-2, Aero-45… which started to serve domestic flights in September 1956 April 1993, Vietnam Airlines was officially established as the country‟s national flag carrier On the 27th May 1995, Vietnam Airlines Corporation was born with the gathering of 20 aviation enterprises and the airline itself as the core business On 20th October 2002, Vietnam Airlines introduced the new logo of the Golden Lotus and corporate identity that symbolized its dramatic progress towards becoming a world-class airline The launch represented a complete repositioning and brand strategy of Vietnam Airlines, coupled with significant improvements in its infrastructure, operations and fleet The delivery of its first own “state-of-the-art” B777 in 2003 also marked a true revolution in the airline‟s fleet modernization Nowadays, Vietnam Airlines 10 RERERENCES Yackel, I (1984), an analysis of leadership styles and stress in the rural principal ship, Research Report, ERIC Reproduction Service No ED 260 511 Duke, D.L (1988), Staff burnout: work overload, Thousand Oaks, CA: Sage Cooper, C., Dewe, P J., & O'Driscoll, M P (2001), Organizational stress: A review and critique of theory, research, and applications, Thousand Oaks, CA: Sage Whitaker, K S (1996), exploring causes of principal burnout, Journal of Educational Administration, 34 (I), p 60-71 Gmelch, W H & Torelli, J A (1992), the association of role conflict and ambiguity with administrator stress, Paper presented at the annual meeting of the American Educational Research Association, Atlanta, GA (ERIC Reproduction Service No ED 359 631) DOLLARD, J., DOOB, L.W., MILLER, N.E., MOWRER, O.H and SEARS, R.R., (1939), Frustration and Aggression, New Haven, CN: Yale University Press BRITT, S.H and JANUS, S.Q., 1940, Criteria of frustration, The Psychological Review, 47(6), p 451 – 69 BERKOWITZ, L., (1978), whatever happened to the frustration aggression hypothesis? American Behavioral Scientist, 21(5), p 691– 708 MOWRER, O.H., (1938a), Preparatory Set (expectancy) – a determinant in motivation and learning, Psychological Review, 45, p 62 – 91 FERSTER, C.B., (1957), the function of aggression and the regulation of aggressive drive, The Psychological Review, 71, p 257 – 72 MOWRER, O.H., (1938b), some research implications of the frustration concept as related to social and educational problems Character and Personality, 7, pp 129 – 35 44 BARKER, R., (1938), the effect of frustration upon the cognitive ability, Character and Personality, 7, pp 145 – 50 SHORKEY, C.T and CROCKER, S.B., (1981), Frustration theory: a source of unifying concepts for generalist practice Social Work, 26(5), pp 374 – 379 Clark L.A & Watson D (1988), Mood and the mundane: Relations between daily life events and self-reported mood, Journal of Personality and Social Psychology, 54,p 296-308 Kahneman, D Krueger, A B., Schkade, D A., Schwartz, N., & Stone A A (2004), A survey method for characterizing daily life experience: The day reconstruction method, Science, 306, 1776-1780 Lucas R E & Diener E (2001), Understanding extroverts’ enjoyment of social situations: The importance of pleasantness, Journal of Personality and Social Psychology, 81, 343-356 Repetti, R L (1989), Effects of daily workload on subsequent behavior during marital interaction: The roles of social withdrawal and spouse support, Journal of Personality and Social Psychology, 57, 651-659 Eby, L T., Casper, W J., Lockwood, A., Bordeaux, C., & Brinley, A (2005), Work and family research in IO/OB: Content analysis and review of the literature (1980-2002), Journal of Vocational Behavior, 66, 124-197 Kossek, E & Ozeki, C (1998), Work-family conflict, policies, and the job-life satisfaction relationship: A review and directions for organizational behaviorhuman resources research, Journal of Applied Psychology, 83, 139-149 Mesmer-Magnus, J R., & Viswesvaran, C (2005), Convergence between measures of work-to-family and family-to-work conflict: A meta-analytic examination, Journal of Vocational Behavior, 67, 215-232 Watson, D., Clark, L A., McIntyre, C W., & Hamaker, S (1992), Affect, Personality, and Social Activity, Journal of Personality and Social Psychology, 63, 1011-1025 45 CUNNNIHAM, M R (1988), what you when you’re happy or blue? Mood, expectancies, and behavioral interest, Motivation and Emotion, 12, 309-331 Kahneman, D Krueger, A B., Schkade, D A., Schwartz, N., & Stone A A (2004), A survey method for characterizing daily life experience: The day reconstruction method, Science, 306, 1776-1780 Watson, D., Clark, L A., McIntyre, C W., & Hamaker, S (1992), Affect, Personality, and Social Activity, Journal of Personality and Social Psychology, 63, 1011-1025 Meijman, T F., & Mulder, G (1998), Psychological aspects of workload In P J Drenth, H Thierry, C J de Wolff (Eds.), Handbook of work and organizational psychology (2nd ed., pp 5-33) Hove, England: Psychology Press/Erlbaum (UK) Taylor & Francis Geurts, S A E., Kompier, M A J., Roxburgh, S., & Houtman, I L D (2003), Does work-home interference mediate the relationship between workload and well-being?, Journal of Vocational Behavior, 63, 532-559 Repetti, R L (1989), Effects of daily workload on subsequent behavior during marital interaction: The roles of social withdrawal and spouse support, Journal of Personality and Social Psychology, 57, 651-659 Kahn RL, Wolfe DM, Quinn RP, Snoek JD, Rosenthal RA(1964), Organizational Stress: Studies in Role Conflict and Ambiguity, New York: Willey Beehr TA (1976), Perceived situational moderators of the relation between subjective role ambiguity and role strain, J Appl Psysco., 61: 35-40 Bray SR (1998) role ambiguity within independent teams: measurement development and tests of theory, unpublished doctoral dissertation, university of Waterloo, Ontario, Canada Eys M, Carron AV (2001), role ambiguity, Small GR Res 32: 356-373 Chebat JC , Kollias P (2000), the impact of empowerment on employees’ role in organization, J Serv Res., 3: 66-81 46 Burack, E H (1999), Spirituality in the workplace, Journal of organizational change C.L., & Cooper (1998), Theories of organizational stress, Oxford university PR D.J., Dwyer, Ganster, & D.C (1991), the effects of job demands and control on employee attendance and satisfaction, journal of organizational behavior http://www.vietnamairlines.com/en/about-us/our-background 47 APPENDIX QUESTIONNAIRE Dear Madame/Sir, I am DANG Danh Thu from MBA OUM program I would like to take your time to conduct my survey for final report These questions are not concerned with your abilities, but how you see yourself in the way you relate to others, your approach to problems, and how you deal with feelings and emotions Your answer will be helpful to me in enhancing job satisfactions and meet the employees' needs All responses you provide for this survey will remain confidential and use for study purpose only If you had any question regarding to this research, not hesitate to contact me at 0909 048 300 Please answer the following question by circling the number in the table below indicating the level of agreement to the question No Question My work schedule often conflicts with my family life Strongly Disagre Neutr disagree e al 5 Agree Strongl y Agree After work, I come home too tired to some of the things I'd like to On the job, I have so much 48 work that it takes away from my other interests My family dislikes how often I am preoccupied with my work 5 5 5 5 5 while I'm at home Because my work is demanding at times I am irritable at home The demands of my job make it difficult to be relaxed all the time at home My work takes up time that I'd like to spend with my family My job makes it difficult to be the kind of spouse or parent that I'd like to be 10 11 Trying to get this job done was a very frustrating experience Being frustrated comes with this job Overall, I experienced very little frustration on this job I'm certain how to go about 12 getting my job done (the methods to use) 13 I know what is the best way 49 (approach) to go about getting my work done 14 I know how to get my work done (what procedures to use) 5 5 5 5 Occasio Some- Fairly Very nally times often often I know when I should be doing 15 a particular aspect (part) of my job I am certain about the 16 sequencing of my work activities (when to what) My job is such that I know 17 when I should be doing a given work activity I know what my supervisor 18 considers satisfactory work performance It's clear to me what is 19 considered acceptable performance by my supervisor I know what level of 20 performance is considered acceptable by my supervisor Question Rarely 50 21 22 How often does your job require you to work very fast? How often does your job require you to work very hard? 5 A little Some A lot 5 Infrequ Neutr Frequ ently al ently 5 How often does your job leave 23 you with little time to get things done? Question Hardly any 24 25 26 How much slowdown in the workload you experience? How often is there a great deal to be done? How much time you have to think and contemplate? Question Very infreque ntly 27 28 Damaged property belonging to my employer Said or did something to purposely hurt someone at work 29 Did work badly, incorrectly, or A great deal Very freque ntly 51 slowly on purpose 30 Griped with co-workers 31 Deliberately bent or broke a rule 32 Criticized people at work 33 Did something that harmed my employer or boss 5 5 Thank you very much for your time and your suggestions 52 APPENDIX 53 54 55 56 57 58 [...]... is the impact of job role ambiguity on antisocial behavior? - What is the relation between job overload and antisocial behavior? - How does frustration with work take influence on antisocial behavior? 22 CHAPTER II – LITERATURE REVIEW 2.1 Antisocial behaviors: Latané and Darley (1970) devise 3 types of antisocial behavior First, Biological (nature), antisocial behavior such as aggression, is seen as... today Vietnam Airlines operates to 21 cities throughout the country and 28 international destinations in Asia, Europe, and Australia Its network extends to 26 countries and territories In 2006, after being awarded the IATA Operational Safety Audit (IOSA) certificate, a strict safety standard set by Aviation Quality Services (AQS), Vietnam Airlines joined the International Air Transport Association (IATA)... the view that antisocial behavior is not innate, but is learned during the socialization process It suggests that classical and operant conditioning and also observational learning all contribute to the development of antisocial behavior Third, the interaction between nature and nurture, this approach suggests that, although we might be born with innate tendency to some forms of antisocial behavior, ... indicated that role ambiguity is related to behavior Hartline and Ferrel (1996) and Chebat and Kollias (2000) also suggest that role ambiguity is positively related to negative behavior Other studies obtained similar results 30 For instance, Nerkar et al (1996) found that job role ambiguity is positively related to negative behavior - Hypothesis 3: Job Overload is positive with Antisocial Behavior The... behavior, exactly how we act in antisocial ways is the product of learning from the environment However, the literature has also focused more on understanding the relationships between antisocial behavior and other constructs, rather than only defining the nature of antisocial behavior itself For instance, Robinson and O‟Leary-Kelley (1998) describe negative behaviors by employees that have the potential to... though social behavior should be more strongly associated with positive affect (positively) than with negative affect (negatively; Watson, Clark, McIntyre, & Hamaker, 1992), there is some evidence that negative behavior is related to work family conflict as well (e.g., Cunningham, 1988; Kahneman et al., 2004; Watson et al., 1992) - Hypothesis 2: Job Role Ambiguity is positive with Antisocial Behavior Role... occurrence of an instigated goal-response at its proper time in the behavior sequence‟ (Dollard, Doob et al 1939) Because an instigated goal response entails only that the goal be anticipated, frustration is due to the expectation and anticipation of a goal, not the actual attainment of the goal (Berkowitz 1978) If the goal is unfulfilled, frustration is experienced because satisfaction was not achieved... Frustration with Work is positive with Antisocial Behavior Frustration work environments have an impact on employee s behavior (Appelbaum et al 2005) Frustration with work is linked to various forms of antisocial behaviors such as spreading rumors, aggression, vandalism, theft, and sabotage and intention to quit (Appelbaum et al 2007) Studies have shown that employees, who perceive their organization... directly impacts the VNA's operations and business, but also negatively influences other pilots and staff members Moreover, some examples of antisocial behaviors in VNA include deliberately working slow, leaving the office early and showing favoritism, stealing from the company, accepting kickbacks etc These demonstrate that the antisocial behavior is a big problem of Vietnam Airline On the other hand,... repositioning and branding of Vietnam Airlines, coupled with significant improvements in its infrastructure, operations and fleet Vision and mission: Slogan: Bringing Vietnamese Culture to the World Vision: Vietnam Airlines set the goal to maintain its position as the best Airline of Vietnam and become: - A four star airline and the 3rd best airline in Southeast Asia region - One of the best airline in the world ... demonstrate that the antisocial behavior is a big problem of Vietnam Airline On the other hand, many researchers in their studies have reported the negative outcomes associated with antisocial behavior. .. ambiguity on antisocial behavior? - What is the relation between job overload and antisocial behavior? - How does frustration with work take influence on antisocial behavior? 22 CHAPTER II – LITERATURE... objectives of this study were to investigate the factors affecting employees‟ antisocial behavior The sample comprised of all employees working in Vietnam Airlines The research instruments comprised