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

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  • 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
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    References listed on IDEAS

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    1. 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.
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    3. 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.
    4. 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.
    5. 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.
    6. 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.
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    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).

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