Exploring Cyber Incivility Characteristics Among Malaysian Employees in Service Industry

Abstract

Information and communication technology is facilitating the ability of employees to communicate and collaborate on digital platforms that are readily available and efficient. Although digital technology offers many advantages to users, it can also result in cyber incivility. The objective of this study is to investigate the comprehension of the attributes of cyber incivility experienced by employees in Malaysia. The study employs a qualitative methodology and involves semi-structured interviews. The data for this study were gathered from a sample of 20 individuals employed in the service industry. The results suggest that the WhatsApp platform is commonly utilized for work-related purposes in addition to email. Moreover, Malaysian employees utilize video conferencing platforms and in-organization messaging tools such as Slack and Telegram for communication purposes. The study also discovered that cyber incivility manifests both actively and passively within organizations. While a majority of the employees were able to distinguish cyber incivility from other cyber misbehaviour, they also described distinct attributes of cyber incivility, which differed slightly from the cyber incivility indicators established in other research. These features were partly shaped by cultural factors typified by collectivism, low uncertainty avoidance, acceptance of high power distance, and an inclination to be compliant.