Structural Modeling and Multi-Aggregation Priority Assessment of Workplace Incivility Determinants in the Healthcare Sector

Kasturi Ghosh; Sanjib Biswas; Soni Agrawal; Prasenjit Chatterjee; Dragan Pamucar

doi:10.31181/sems41202679

Authors

Kasturi Ghosh Amity Business School, Amity University Kolkata, Newtown, West Bengal, India Author https://orcid.org/0009-0008-0309-1143
Sanjib Biswas Amity Business School, Amity University Kolkata, Newtown, West Bengal, India Author https://orcid.org/0000-0002-9243-2403
Soni Agrawal International Management Institute Kolkata, Alipore, Kolkata , India Author https://orcid.org/0000-0002-1004-6999
Prasenjit Chatterjee Department of Mechanical Engineering, MCKV Institute of Engineering, West Bengal, India Author https://orcid.org/0000-0002-7994-4252
Dragan Pamucar Széchenyi István University, Győr, Hungary Author https://orcid.org/0009-0003-3713-5849

DOI:

https://doi.org/10.31181/sems41202679

Keywords:

Workplace incivility, Healthcare, ISM, MICMAC, MAPA, MCDM

Abstract

Workplace incivility is a pressing concern that affects both work and non-work life as well as productivity. This paper aims to identify the key determinants of workplace incivility and their contextual hierarchical relationships in the healthcare sector. The current work focuses on nurses. It derives the determinants through a structured literature review using multiple theoretical lenses. The identified determinants are ratified through expert consultation. The contextual relationships are identified using the ISM (Interpretive Structural Modeling) and MICMAC analysis. This paper develops a new expert opinion and consensus-based criteria weighting method known as Multi Aggregation based Priority Assessment (MAPA). This method is used to measure the relative priorities of the determinants of workplace incivility. A group of 32 decision makers participated in the evaluation process. The analysis identifies social norms, a culture of silence and blaming, social identity discrepancies, and policy gaps as the main driving factors. ISM-MICMAC-based results are consistent with the prioritization derived through MAPA, showing that the ordering of determinants remains stable while still capturing behavioral differences. The findings highlight the need for systemic interventions grounded in policy enforcement, leadership accountability, and organizational culture, rather than isolated behavioral corrections. This paper is a distinguished contribution to developing a hybrid framework for assessing and prioritizing structural relationships to address workplace incivility in the healthcare sector. This paper proposes MAPA as a new criterion weighting method. MAPA is the first of its kind that integrates five distinct aggregation operators in group decision-making problems.

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