The impact of customer incivility on employees’ family undermining: a conservation of resources perspective

Hong Zhu (), Yijing Lyu () and Yijiao Ye ()
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Hong Zhu: Sun Yat-Sen University
Yijing Lyu: Xiamen University
Yijiao Ye: Xiamen University

Asia Pacific Journal of Management, 2021, vol. 38, issue 3, No 11, 1083 pages

Abstract: Abstract Applying conservation of resources theory, this study focused on the effect of customer incivility on employees’ family undermining. Specifically, we examined the mediating effect of work-to-family conflicts and the moderating effects of hostile attribution bias. We utilized a three-phase survey to collect data from 264 employees in China. Results indicated that customer incivility exerted a positive impact on work-to-family conflicts, and these led in turn to family undermining. Moreover, the hostile attribution bias of employees exacerbated the impact of customer incivility on work-to-family conflicts and the mediated effect. Both theoretical and managerial implications are discussed in the study.

Keywords: Customer incivility; Work-to-family conflict; Hostile attribution bias; Family undermining (search for similar items in EconPapers)
Date: 2021
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Citations: View citations in EconPapers (5)

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DOI: 10.1007/s10490-019-09688-8

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