IDEAS home Printed from https://ideas.repec.org/a/kap/asiapa/v38y2021i3d10.1007_s10490-019-09688-8.html
   My bibliography  Save this article

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

Author

Listed:
  • Hong Zhu

    (Sun Yat-Sen University)

  • Yijing Lyu

    (Xiamen University)

  • Yijiao Ye

    (Xiamen University)

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.

Suggested Citation

  • Hong Zhu & Yijing Lyu & Yijiao Ye, 2021. "The impact of customer incivility on employees’ family undermining: a conservation of resources perspective," Asia Pacific Journal of Management, Springer, vol. 38(3), pages 1061-1083, September.
    • Handle: RePEc:kap:asiapa:v:38:y:2021:i:3:d:10.1007_s10490-019-09688-8
    DOI: 10.1007/s10490-019-09688-8
    as

    Download full text from publisher

    File URL: http://link.springer.com/10.1007/s10490-019-09688-8
    File Function: Abstract
    Download Restriction: Access to the full text of the articles in this series is restricted.
    File URL: https://libkey.io/10.1007/s10490-019-09688-8?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Kenneth S. Law & Chi-Sum Wong & Ming Yan & Guohua Huang, 2016. "Asian researchers should be more critical: The example of testing mediators using time-lagged data," Asia Pacific Journal of Management, Springer, vol. 33(2), pages 319-341, June.
    2. Yan Li & Neal M. Ashkanasy & Khalid Mehmood, 2017. "The experience of anger and sadness in response to hurtful behavior: Effects of gender-pairing and national culture," Asia Pacific Journal of Management, Springer, vol. 34(2), pages 423-441, June.
    3. Jonathon Halbesleben & Jean-Pierre Neveu & Samantha Paustian-Underdahl & Mina Westman, 2014. "Getting to the “COR”: Understanding the Role of Resources in Conservation of Resources Theory," Post-Print hal-02049109, HAL.
    4. Jie Xin & Shouming Chen & Ho Kwong Kwan & Randy K. Chiu & Frederick Hong-kit Yim, 2018. "Work–Family Spillover and Crossover Effects of Sexual Harassment: The Moderating Role of Work–Home Segmentation Preference," Journal of Business Ethics, Springer, vol. 147(3), pages 619-629, February.
    5. Jialiang Zhang & Jun Liu, 2018. "Is abusive supervision an absolute devil? Literature review and research agenda," Asia Pacific Journal of Management, Springer, vol. 35(3), pages 719-744, September.
    6. Yi Liao & Xiao-Yu Liu & Ho Kwong Kwan & Qi-tao Tian, 2016. "Effects of sexual harassment on employees’ family undermining: Social cognitive and behavioral plasticity perspectives," Asia Pacific Journal of Management, Springer, vol. 33(4), pages 959-979, December.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Qing Miao & Jinhao Huang & Hui Yin, 2023. "Lingering shadows: the negative effects of incivility on volunteers," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-8, December.
    2. Agnihotri, Arpita & Bhattacharya, Saurabh & Gupta, Suraksha, 2023. "Do morally disengaged employees withdraw from customer-oriented citizenship behavior in response to customers’ uncivil behavior?," Journal of Business Research, Elsevier, vol. 165(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Xiao-Yu Liu & Ho Kwong Kwan & Xiaomeng Zhang, 2020. "Introverts maintain creativity: A resource depletion model of negative workplace gossip," Asia Pacific Journal of Management, Springer, vol. 37(1), pages 325-344, March.
    2. Alfredo Rodríguez-Muñoz & Gerardo Montes-Maroto & Mirko Antino & Francisco Gil-Rodríguez & Paula Ruíz-Zorrilla, 2021. "Mindful You, Relaxed and Beneficial Me: A Daily Diary Study of Coworker Dyads," Journal of Happiness Studies, Springer, vol. 22(2), pages 767-786, February.
    3. Uju Violet Alola & Simplice A. Asongu & Andrew Adewale Alola, 2019. "Linking supervisor incivility with job embeddedness and cynicism: The mediating role of employee self-efficacy," Working Papers of the African Governance and Development Institute. 19/091, African Governance and Development Institute..
    4. Kristian Alm & David S. A. Guttormsen, 2023. "Enabling the Voices of Marginalized Groups of People in Theoretical Business Ethics Research," Journal of Business Ethics, Springer, vol. 182(2), pages 303-320, January.
    5. Yanping Gong & Xiuyuan Tang & Julan Xie & Long Zhang, 2022. "Exploring the Nexus Between Work-to-Family Conflict, Material Rewards Parenting and Adolescent Materialism: Evidence from Chinese Dual-Career Families," Journal of Business Ethics, Springer, vol. 176(3), pages 593-607, March.
    6. Wenjun Wu & Dengke Yu, 2023. "The role of individual perceptions in the completion of formalistic tasks," Palgrave Communications, Palgrave Macmillan, vol. 10(1), pages 1-13, December.
    7. Daniel, Carole & Gentina, Elodie & Mesmer-Magnus, Jessica, 2022. "Mindfulness buffers the deleterious effects of workaholism for work-family conflict," Social Science & Medicine, Elsevier, vol. 306(C).
    8. Seonggoo Ji & Ihsan Ullah Jan, 2020. "Antecedents and Consequences of Frontline Employee’s Trust-in-Supervisor and Trust-in-Coworker," Sustainability, MDPI, vol. 12(2), pages 1-17, January.
    9. Dimitrova, Mihaela & Chia, Sherwin Ignatius & Shaffer, Margaret A. & Tay-Lee, Cheryl, 2020. "Forgotten travelers: Adjustment and career implications of international business travel for expatriates," Journal of International Management, Elsevier, vol. 26(1).
    10. Hampson, Daniel P. & Gong, Shiyang & Xie, Yi, 2021. "How consumer confidence affects price conscious behavior: The roles of financial vulnerability and locus of control," Journal of Business Research, Elsevier, vol. 132(C), pages 693-704.
    11. Michael J. Dorsch & Kjell Y. Törnblom & Ali Kazemi, 2017. "A Review of Resource Theories and Their Implications for Understanding Consumer Behavior," Journal of the Association for Consumer Research, University of Chicago Press, vol. 2(1), pages 5-25.
    12. Giles Hirst & Gillian Yeo & Nicole Celestine & Shen-Yang (Sonya) Lin & Alex Richardson, 2020. "It’s not just action but also about reflection: Taking stock of agency research to develop a future research agenda," Australian Journal of Management, Australian School of Business, vol. 45(3), pages 376-401, August.
    13. Zhining Wang & Shuang Ren & Doren Chadee & Yuhang Chen, 2024. "Employee Ethical Silence Under Exploitative Leadership: The Roles of Work Meaningfulness and Moral Potency," Journal of Business Ethics, Springer, vol. 190(1), pages 59-76, February.
    14. Guangyi Xu & Jianji Zeng & Hongli Wang & Chen Qian & Xinran Gu, 2022. "How Transformational Leadership Motivates Employee Involvement: The Roles of Psychological Safety and Traditionality," SAGE Open, , vol. 12(1), pages 21582440211, February.
    15. Xia Tiantian & Zhang Zhenduo & Xiao Huan & Xiu Jing & Jia Wentong, 2021. "The Curvilinear Relationship Between Job Control and Voice: Role of Emotional Resistance to Change and Supervisor Developmental Feedback," SAGE Open, , vol. 11(2), pages 21582440211, June.
    16. Srikanth, Peruvemba B. & Thakur, Munish, 2022. "The influence of karma duty orientation and attention regulation in the relationship between abusive supervision and subordinate performance," Journal of Business Research, Elsevier, vol. 144(C), pages 278-288.
    17. Zhou, Fei & Lin, Youhai & Mou, Jian & Cohen, Jason & Chen, Sihua, 2023. "Understanding the dark side of gamified interactions on short-form video platforms: Through a lens of expectations violations theory," Technological Forecasting and Social Change, Elsevier, vol. 186(PB).
    18. Khaled Sabouné, 2022. "The Degradation Of Well-Being At Work In Ehpad: An Analysis By The Concept Of Psychological Contract And Job Demands-Resources Model [La Degradation Du Bien-Etre Au Travail En Ehpad : Une Analyse P," Post-Print hal-03952553, HAL.
    19. Bruno Lussier & Nathaniel N. Hartmann & Willy Bolander, 2021. "Curbing the Undesirable Effects of Emotional Exhaustion on Ethical Behaviors and Performance: A Salesperson–Manager Dyadic Approach," Journal of Business Ethics, Springer, vol. 169(4), pages 747-766, April.
    20. Ahmet Erkuş & Mine Afacan Fındıklı, 2021. "Workplace Happiness: A Research on the Effects of Workplace Environment and Psychological Capital," Istanbul Management Journal, Istanbul University Business School, vol. 0(91), pages 1-24, December.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:kap:asiapa:v:38:y:2021:i:3:d:10.1007_s10490-019-09688-8. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Sonal Shukla or Springer Nature Abstracting and Indexing (email available below). General contact details of provider: http://www.springer.com .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.