Family incivility, emotional exhaustion, and hotel employees’ outcomes: a moderated mediation model

Abstract

Purpose This study aims to analyze the impact of family incivility (FI) on in-role performance (IRP) and proactive customer service performance (PCSP) via the mediating effect of emotional exhaustion (EE) and the moderating roles of emotional intelligence (EI) and mindfulness. Design/methodology/approach Hypotheses were verified using multisource and multiwave data collected from 337 valid hotel employee–supervisor dyads in Kuala Lumpur, Malaysia. Data were analyzed using SPSS 24.0, AMOS 24.0 and PROCESS (version 3.4). Findings FI intensified frontline employees’ (FLEs) EE, which subsequently impeded their IRP and PCSP. EI and mindfulness moderated the direct influence of FI on EE, IRP and PCSP and moderated the indirect influence of FI on the two aforementioned outcomes through EE. Practical implications Managers should observe FLEs’ indicators of FI and deter its emergence by implementing care programs for FLEs suffering from FI. In addition, human resource managers should preferentially recruit employees with high EI through related tests. Hotels can invite reputable psychologists to provide psychotherapy interventions for FLEs, such as mindfulness-based psychological lectures and therapy. Originality/value The hospitality literature lacks an understanding of the underlying process through which FI affects FLEs’ job outcomes. This study incorporates EE as a mediator of the FI’s impact on IRP and PCSP, and to the best of the authors’ knowledge, this study is the first to assess whether EI and mindfulness moderate the direct impact of FI on IRP and PCSP and the indirect impact of FI on two aforementioned outcomes via EE.

The impact of core self-evaluations and person-job fit on work-related outcomes

“…While extant empirical investigations have examined the negative impact of EE on job performance, scant attention has been directed toward comprehending its deleterious influence on the SRP of FLEs. For example, Yan et al (2023) observed a deterioration in both in-role and extra-role performance among hotel FLEs in Malaysia due to EE. Conversely, Yavas et al (2008) reported no significant relationship between EE and job performance in their study involving hotel FLEs in Turkey.…”

“…Consequently, FLEs may respond negatively by reducing their SRP in order to prevent further resource depletion. Prior studies have also shown that personal and conditional resources can be effective in alleviating EE especially in the hospitality field ( Chen and Eyoun, 2021 ; Yan et al, 2023 ). Hence, we employ EE to explore the underlying mechanism linking CSE, PJ fit, and SRP.…”

Family incivility and service delivery of frontline hotel employees: roles of negative rumination, psychological capital and perceived organisational support

“…The theory also underscores the buffering role of employees' personal and contextual resources, which will help them to protect themselves from the adverse effects of such resource-draining situations (Witt and Carlson, 2006). Anchoring on these basic tenets of COR theory, this study argues that family incivility is a chronic low-intensity stressor (Yan et al , 2023) and an adverse resource-draining situation that reduces the extra efforts required to deliver the services effectively. The study also postulates that family incivility instigates negative rumination at the workplace, which diminishes personal resources and adversely impacts better service delivery.…”

“…Hence, this study examines the conditional role of psychological capital and POS in the relationship between family incivility and negative rumination. Furthermore, Yan et al (2023) have stated that though the studies conducted in other occupational contexts have established its detrimental effects, very few studies have examined the influence of family incivility on frontline hotel FHEs’ work outcomes.…”

Does work-family conflict mediate the effect of psychological resilience on tour guides’ happiness?

“…financial stress) and nonwork (e.g. family demands) stressors (Akgunduz et al , 2023; Khawaja et al , 2022; Liu-Lastres et al , 2023; Rahimi et al , 2022; Yan et al , 2023). Work–family conflict that is composed of work interfering with family (WIF) and family interfering with work (FIW) is among these stressors (Karatepe and Karadas, 2014).…”