Who is to blame for incivility? The influences of family undermining on employee incivility towards customers

Dan Ni, Mengxi Yang, Wansi Chen and Yuxin Che

Journal of Business Research, 2024, vol. 177, issue C

Abstract: Drawing on self-regulation theory, we examined the relationship between family undermining and employee incivility towards customers on a daily basis. We propose that daily family undermining is related not only to daily rumination about family but also to daily anxiety, and in turn, more daily employee incivility towards customers. In addition, we argue that a higher (vs. lower) level of family-supportive supervision at the between-person level weakens the effects of daily family undermining on daily rumination about family and daily anxiety. Multilevel analyses of daily survey data from 247 employees support the hypotheses. Theoretical contributions and practical implications are discussed and future directions for research are suggested.

Keywords: Family undermining; Rumination; Anxiety; Incivility towards customers; Family-supportive supervision; Experience sampling method (search for similar items in EconPapers)
Date: 2024
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Persistent link: https://EconPapers.repec.org/RePEc:eee:jbrese:v:177:y:2024:i:c:s0148296324001255

DOI: 10.1016/j.jbusres.2024.114621

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