Jurnal

Manajemen dan Pemasaran Jasa

Vol. 14 No.1 Maret 2021 : 95-108 ISSN 2442 - 9732 (Online)
Doi: http://dx.doi.org/10.25105/jmpj.v14i1.8199 ISSN 0216 - 3780 (Print)

The relationship between counterproductive work
behavior and emotional intelligence among pest
control employees

Evi Susanti1*, Adam Ahmad Alwansyah2
1STIE Jakarta International College

2Universitas Esa Unggul

*[email protected]

Abstract
The primary purpose of this research is to study the effect of emotional intelligence
(EI) on the counterproductive work behavior (CWB) of employees in the pest control
industry in Indonesia. Although the effect of EI on CWB can be analyzed using the
Mayer-Salovey-Caruso Emotional Intelligence Test (MSCEIT), this model is not
specific to employees; for this reason, EI will be measured via the Wong and Law
Emotional Intelligence Scale (WLEIS). Questionnaires were distributed to 585 pest
control employees. The data were analyzed using structural equation modeling (SEM).
The results indicate that EI has a statistically significant negative relationship with CWB
and that the more emotionally intelligent employees are, the less likely they will be to act
counterproductively at work. These findings can potentially reduce the level of CWB for
organizations and society by enabling companies to assess the EI of workers.

Keywords: CWB; EI; pest control industry; Indonesia.

JEL Classification: M41, M42

Article history: Submission date: Nov. 12, 2020. Revised date: Jan. 25, 2021. Accepted date: Mar. 23, 2021

INTRODUCTION

Employees can engage in various behaviors that have positive or negative
influences on their organizations. Counterproductive work behavior (CWB), also called
work deviances or irregularities, is defined as actions that violate organizational
regulations and harm companies or individuals. Often stemming from job dissatisfaction,
CWB can be either verbal or physical (Miao et al., 2017) and can generate enormous
losses for companies (Tiarapuspa et al., 2018). Workplace deviance is a problem faced by
many companies (Aqqad et al., 2019). Many forms of workplace deviance are carried out
by employees (Bennet & Robbinson, 2000). Some forms of workplace deviance that are
often carried out, for example, use the time at the office for personal gain, daydreaming

95
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more than working, getting angry at work, stealing, and insulting coworkers (Bennet &
Robbison, 2000), which can harm themselves and their workplaces in financial and
non-financial ways (Cohen, 2016; Vatankhah et al., 2017). Moreover, because the CWB
of one employee can negatively influence the behavior of others, it can have a
disproportionate effect in organizations that rely on positive interactions with customers,
particularly those in the service industry (Vatankhah et al., 2017). According to Brender-
ilan and colleagues (2018), the increasing interest in CWB in recent years is due not only
to new organizational theories, but also to the desire to avoid public scandals such as
vandalism, sabotage, truancy at work, drug use, sexual harassment, and physical violence
(Miao et al., 2017). CWB actions that occur in an organization are likely to raise employee
dissatisfaction, which can lead to adverse conditions and conflict among workers
(Krishnakumar et al., 2017).
Emotional intelligence (EI) can be used to predict CWB because it is the main
factor influencing how an individual behaves (Dirican et al., 2020; Alwansyah et al. 2020;
Miao et al., 2017; Keskin et al., 2016; Raman et al., 2016). EI is a social intelligence that
consists of knowing and differentiating between one's own emotions and the emotions of
others and using this information as a basis for thinking and acting (Barreiro et al., 2020).
General EI is different from trait EI, which is a collection of behavioral dispositions and
self-perceptions about one’s ability to recognize, process, and utilize information (Karim
et al., 2015). Besides being influenced by EI, CWB is also affected by cyberbullying
victimization (Keskin et al., 2016; Akbulut & Eristi, 2011).
Among the many scholars who have recently investigated this issue, Raman and
colleagues (2016) and Jung and colleagues (2012) noted that emotional intelligence
affects CWB. Similarly, Ugwu and colleagues (2017) found that emotional intelligence
decreases CWB.
This research builds on previous studies, which generally use the Mayer-Salovey-
Caruso Emotional Intelligence Test (MSCEIT) to analyze CWB. This model is used for
individuals at all levels of society regardless of their profession and is not specific to
employees (Yin, 2010). This paper uses the Wong and Law Emotional Intelligence Scale
(WLEIS), which is designed to measure an employee's EI as it relates to his/her CWB. It is
a self-reported ability EI scale based on the theoretical framework of (Mayer et al., 1997).
Previous studies have confirmed that the WLEIS has a robust four-factor structure. There
is also evidence that the WLEIS has convergent validity concerning related EI measures,
predictive validity controlling for life satisfaction, happiness, and psychological well-
being, and criterion validity concerning personal well-being. Its scores are moderately
negatively associated with psychological variables such as depression, loneliness, and
stress and different organizational outcomes such as job satisfaction and work
performance. With 16 questions, it is a much shorter test than the 100-question MSCEIT.
Groups whose CWB has been studied using this scale include government frontliners
(Raman et al., 2016), the aviation industry (Vatankhah et al., 2017), private and
government employees (Anglim et al., 2018; Keskin et al., 2016), and students (Geel et al.,
2016; Çelik et al., 2012). CWB research on pest control companies has never been done.
This study aims to test the effect of emotional intelligence on CWB in this industry.
Counterproductive work behavior deviates from an organization's norms and
regulations and harms both the company and the perpetrator (Kaplan, 1972; Pagliaro et
The relationship between counterproductive work behavior and emotional
intelligence among pest control employees 97

al., 2018). According to Reynolds et al., (2014) and Weber (2019), it is behavior that
violates the goals of the organization, whether or not the employee believes it benefits
him or her personally. CWB is an act of violation that is intentionally carried out to harm a
company or its employees (Palmer et al., 2017). There are several ways to conceptualize
counterproductive work behaviors. Before the mid-1990s, the most common approach
was to examine individual dysfunctional behaviors with no suggestion of an overarching
construct. For example, researchers studied lateness, workplace violence, sabotage, theft,
and absenteeism with little recognition that these disparate behaviors may reflect some
commonality (Zhou et al., 2018). Later, a more integrative view was proposed that
conceptualized deviance as incorporating disparate behaviors organized according to the
nature of the target (i.e., individual vs. organization) and the severity of the behavior. This
typology validated the work of several earlier researchers and led to studies of aspects of
CWB, including bullying, cyber-loafing, workplace violence, organizational ethics,
sabotage, citizenship behavior, and incivility (Zhang et al., 2019).
Raman and colleagues (2016) observed that in addition to affecting emotional
labor and emotional exhaustion, EI also affects CWB. This is expanded on Miao and
colleagues (2017) and Keskin and colleagues (2016), who found that higher EI is
negatively related to CWB, with the most substantial effect being evident in the service
industry. We propose that having a higher degree of emotional intelligence (EI) enables
employees to better handle workplace stressors. This research integrates the
organizational behavior literature with the inspirational intelligence literature by offering
a theoretical framework in which employees' emotional intelligence consists of others'
emotion appraisal, use of emotion, self-emotion appraisal, and regulation of emotion,
which allow them to deal with CWB as a negative organizational behavior.

METHODS

The population of this study was pest control employees in Indonesia, with a
sample size of 585 workers from all levels of the industry. Random sampling was used.
Data was collected by distributing questionnaires to employees from service companies
engaged in pest control. This study examines the relationship between emotional
intelligence (X) and counterproductive work behavior (Y). The variables were measured
using a Likert scale ranging from one to five. In processing the data, structural equation
modeling (SEM) was employed (Diyanto et al., 2019).
EI consists of four indicators: self-emotion appraisal (SEA), others’ emotion
appraisal (OEA), use of emotion (UOE), and regulation of emotion (ROE) (Wong et al.,
2017; Salovey & Mayer, 1990). According to Yin (2010), self-emotion appraisal is an
individual's ability to be aware of, quickly identify, and express their feelings. A person
who can appraise their feelings can also successfully cope with, manage, and direct their
emotions, and can therefore organize their feelings and themselves. Good self-emotion
regulation can enable an individual to overcome their negative emotions rapidly so the
possibility of being involved in CWB is minimized. Others’ emotion appraisal is the ability
to understand others’ emotions. An individual who has good others’ emotion appraisal
skills will have a higher sense of empathy for those around them. The use of one’s own
and others’ emotions is related to increased workplace performance, since positive
98 Jurnal Manajemen dan Pemasaran Jasa Vol. 14 No. 1 Maret 2021

emotions, motivation, and enthusiasm help to create job satisfaction. The possibility of
engaging in CWB decreases. Regulation of emotion is defined as an employee’s ability to
control their feelings. An individual who has a high ability to regulate emotion will have a
lower chance of being involved with CWB. Individuals with high emotional intelligence
can not only identify and appraise their positive or negative emotions, but can also play an
innovational role in the workplace.
For the counterproductive work behavior (CWB) variable, the indicators used are
abuse, productive deviance, sabotage, theft, and withdrawal (Weber, 2019; Kaplan, 1972).
Abuse refers to physically dangerous or morally wrong behavior that affects others.
Productive deviance refers to an employee's failure to be maximally productive by
engaging in behaviors like insubordination, slowdowns, and substandard work. Sabotage
is a deliberate action aimed at weakening a polity, effort, or organization through
subversion, obstruction, disruption, or destruction, particularly of company property.
Saboteurs typically try to conceal their identities to avoid the legal consequences of their
actions and retain their jobs. Another indicator related to property is theft, which is the
taking without permission of company services, money, or materials. Withdrawal
behaviors are actions a person takes when they become physically and psychologically
disengaged from the organization. Some common withdrawal behaviors are physical, such
as absenteeism, lateness, and turnover. There are also psychological withdrawal
behaviors, including avoiding spending time on work tasks (Weber, 2019).

Table 1
Questionnaire
Variable Dimensions Questions

I know the cause of the feelings I feel.
I have a good understanding of my own emotions.

Self-Emotion I know how I feel.
Appraisal I know whether I am happy or not.
I understand my friends’ emotions from their
behavior.

Others’ Emotion I am a reasonable observer of other people’s
Appraisal emotions.
EI I am sensitive to the feelings of others.
I am sensitive to the emotions of those around me.
I have goals to achieve.
Use of Emotion I am a competent person.
I am a motivated person.
I always encourage myself to do my best.
I can control my emotions and respond to difficulties
Regulation of rationally.
Emotion I can control my anger.
I can get rid of emotions quickly.
I can control my feelings well.
The relationship between counterproductive work behavior and emotional
intelligence among pest control employees 99

I spread negative gossip at work.

I am rude to customers.
I mock other people’s job performance.
I try to humble other people.
I leave people at work.
I accuse others of the mistakes I have made.
CWB I start fights at the office.
I verbally harass other employees.
Abuse I use finger movements to harass people in the office.
I threaten violence to people at work.
I physically threaten other employees.
I say indecent things to people at the office.
Other people seem bad to me.
I humiliate other people using jokes.
I have read private letters without permission.
I beat up people in the office.
I look down on other employees.
I have deliberately done bad work.
I have intentionally worked slowly when the job
Productive Deviance
needed to be done quickly.
I failed to follow instructions on purpose.
I wasted the supplies provided at the office.
Sabotage I damaged property on purpose.
I deliberately littered in the office.
I have stolen things that belonged to my boss.
I have stolen office supplies/equipment.
I manipulated my working hours to get paid more
Theft
than I should have.
I took my boss’s money without permission.
I stole people's belongings at the office.
I came to work late without permission.
I asked for sick leave even though I was not sick.
Withdrawal
I took a more extended break than arranged.
I worked less time than I reported.
Sources: Wong et al. (2017); Weber, 2019.

Table 2
Test Multivariate Normality
Skewness Kurtosis Skewness & Kurtosis

Value Z-score P-value Value Z-score P-value Chi-square P-Value

0.971 6.885 0.000 28.417 5.831 0.000 64.931 0.000

Source: Data processed (2020)

100 Jurnal Manajemen dan Pemasaran Jasa Vol. 14 No. 1 Maret 2021

From the multivariate normality test table, it can be seen that the p-value is 0, but
the GOF value of > 0.97 shows that this research can be continued. Furthermore, the
validity test results identify 10 invalid indicators. Reliability testing can be analyzed via CR
and VE (CR > 0.7 and VE > 0.5), and the test results show that the data is reliable. The
results of the fittest using SEM processing are as follows.

Table 3
Goodness of Fit (GOF)
No. Measure Literature Result Criteria
1 RMSEA p (close fi) P ≥ 0.05 0.063 (Good fit)
2 Normed Fit Index (NFI) NFI ≥ 0.90 0.96 (Good fit)
3 ≥ 0.90 0.97
4 ≥ 0.90 0.94
5 Non-Normed Fit Index (NNFI) ≥ 0.90 0.98
Parsimony Normed Fit Index
(PNFI)
Comparative Fit Index (CFI)
Incremental Fit Index (IFI)
6 ≥ 0.90 0.98
7 Relative Fit Index (RFI) RFI ≥ 0.90 0.96 (Good fit)
8 Root Mean Square Residual (RMR) RMR < 0.054 0.028 (Good fit)
Source: Data processed (2020)

Based on Table 3, it can be seen that only eight parameters meet the requirements
of the 15 parameters of goodness of fit.

RESULTS AND DISCUSSION

Results
The following table shows the demographic characteristics of the respondents.

Table 4
Descriptive Statistics
Variable Category Frequency %

< 21 years 56 9.57

21-25 years 356 60.85
26-30 years 120 20.51
Age 31-35 years 39 6.67
36-40 years 10 1.71
41-45 years 3 0.51
45-50 years 1 0.17
Total 585 100.00
The relationship between counterproductive work behavior and emotional
intelligence among pest control employees 101

< Rp 3,000,000 192 32.82

RP 3,000,000-Rp 6,000,000 303 51.79
Income Rp 7,000,000-RP 10,000,000 79 13.50
Rp 11,000,000-Rp 14,000,000 8 1.37
> Rp 15,000,000 3 0.51
Total 585 100.00
< 3 years 351 60.00
Working 3-6 years 206 35.21
Experience 7-10 years 17 2.91
> 10 years 11 1.88
Total 585 100.00

The participants in this study are 20 to 50 years old and work as employees of
pest control companies in Indonesia; this age range constitutes the productive years in
the country. Of the respondents, 450 were men and the rest were women. In this study,
positions were not considered a benchmark, so respondents ranged from entry-level
employees to directors. The data that will be analyzed was previously tested by
Mahalanobis to see how much average information is in the results. Thirty of the answers
were discarded and replaced with new solutions. Then, multivariate normality will be
tested. Based on the test results, the p-Value was 0.000, so the data is not standard.
However, due to the GoF-NNFI value of 0.97, the analysis can be continued in the next test.
This determination coefficient test aims to see how much influence the
independent variable has on the dependent variable. A variable will have a substantial
effect when its R2 value approaches 1, while it will have a negligible effect when the R2
value nears zero.
Table 5
Determinant Coefficient test (R2)
Variable R2

EI 0.68 Strong

Source: Data processed (2020)

The coefficient of determination (R2) is 0.68, meaning that the display of CWB is
influenced by EI. These results indicate that the independent variable and the dependent
variable have a strong relationship. To determine the relationship between the variables,
a suitability test was carried out using SEM.

Table 6
Hypothesis Test
Hypothesis T-Values Result
EI → CWB 2.75 Negative
Source: Data processed (2020)
102 Jurnal Manajemen dan Pemasaran Jasa Vol. 14 No. 1 Maret 2021

These results indicate that the better a person can use their emotional intelligence, the
more easily they can avoid deviant behavior, and vice versa.

Discussion

Emotional intelligence can be assessed in three ways: through self-reports,
informant measures (how others perceive a person), and scales of ability or performance.
This study examines employees via self-reports using the WLEIS model. Many other
studies assess emotional intelligence using performance measures with the MSCEIT
indicators.
Emotional intelligence (EI) involves the capacity to identify emotions in oneself
and others and to understand, organize, and leverage this information productively. A
person uses emotional intelligence in terms of abilities and traits (Lopes et al., 2003). The
ability to use EI spans the boundary between reason and feeling. Trait measures include a
large number of non-cognitive skills linked to success, such as self-control. According to
Brannick (2009), the MSCEIT is linked to a person's EI abilities, while the WLEIS is related
to personality traits and industry-standard personality tests (NEO). Although a person's
knowledge is not connected with their personality, their character is (Yu & Takahashi,
2020).
Emotional intelligence competencies are not innate talents but are learned
abilities that must be cultivated to achieve extraordinary performance. A person's ability
to use their emotions is believed to be critical for self-management and self-control.
Indeed, many employees who cannot control their feelings engage in deviant behavior.
Deviant behaviors are alternative responses to typical negative feelings resulting
from previous experiences in a group (Xu et al., 2020). A person is motivated to conform
to the group’s normative expectations, which they see as valid. Based on what their peers
are doing, they can lose motivation to work and gain inspiration to deviate from the
company’s normative expectations.
The results of this study reveal a relationship between emotional intelligence and
counterproductive work behavior indicated by a coefficient of -0.1 and a T-value of -2.88.
This is a significantly negative correlation. An emotional intelligence of 76% on the scale
can affect counterproductive work behavior. That is, the higher an individual’s emotional
intelligence is, the less likely they are to enact CWB. This happens because emotional
intelligence will directly affect the way an individual thinks, acts, and makes decisions.
In terms of age, 60.85% of the participants were 21-25 years old, and most had
less than three years of work experience. Employees can be aware of their feelings at that
age and can quickly identify their emotions. Employees can also quickly deal with negative
emotions, appraise others’ feelings accurately, and express a high sense of empathy for
those around them so that the possibility of being involved in CWB is minimal. The use of
emotion is also associated with improved results and performance, since positive
emotions, motivation, and enthusiasm will help create job satisfaction. Good use of
emotions can reduce deviant behavior such as theft, abuse, and lack of productivity.
The results shown in this study differ from those of previous research, which
found that emotional intelligence and counterproductive work behavior have a positive
relationship. Al Ghazo et al., (2019) noted that to analyze the relationship between
The relationship between counterproductive work behavior and emotional
intelligence among pest control employees 103

emotional intelligence and CWB, one must also pay attention to the organizational
climate. Organizational climate is a set of perceptions of the work environment, which are
recognized directly or indirectly by individuals working in this environment and are
considered to influence their behavior and motivate them (Maamari & Majdalani, 2017).
It also includes what is deemed to be significant and what behavior is most expected and
valued, and is based on shared perceptions among employees in the organization (Putter,
2010).
From the results above, it can be seen that the WLEIS method, which is more
straightforward, can be used to measure an individual's EI as effectively as the more
complex MSCEIT.

CONCLUSION

Emotional intelligence is the ability to control and understand one’s own and
others’ feelings, which is integral to regulating one’s behavior at work. Based on statistical
tests, there is a negative relationship between emotional intelligence and
counterproductive work behavior. This means that the higher an individual's emotional
intelligence is, the less likely they will be to engage in counterproductive work behavior.
Meanwhile, when an individual's level of emotional intelligence decreases, their tendency
toward counterproductive work behavior rises.
This study implies that employees’ propensity to commit fraud will decrease if
companies can increase their emotional intelligence. Moreover, if CWB can be reduced in
the group, it can enhance individual productivity and lower cheating at work. Therefore,
rather than interviewing strictly for intellectual ability, companies can hire employees
with a higher EI to minimize CWB.
In future studies, we can investigate other variables that can influence
counterproductive work behavior, such as individual personality and organizational
climate, to produce a more nuanced model (Al Ghazo et al., 2019; Kozako et al., 2013).
Moreover, employees in other service-oriented occupations can be surveyed to see if
differences exist based on industry.
Based on this research, companies can develop EI training for their employees to
help them regulate their emotions and curb behavior that benefits them but harms the
organization.

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