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

Zhen Yan (School of Hotel Management, Qingdao Vocational and Technical College of Hotel Management, Qingdao, China)
Zuraina Dato Mansor (School of Business and Economics, Universiti Putra Malaysia, Serdang, Malaysia)
Wei Chong Choo (School of Business and Economics, Universiti Putra Malaysia, Serdang, Malaysia and Laboratory of Computational Statistics and Operations Research, Institute for Mathematical Research, Universiti Putra Malaysia, Serdang, Malaysia)

International Journal of Contemporary Hospitality Management

ISSN: 0959-6119

Article publication date: 9 January 2023

89

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.

Keywords

Citation

Yan, Z., Mansor, Z.D. and Choo, W.C. (2023), "Family incivility, emotional exhaustion, and hotel employees’ outcomes: a moderated mediation model", International Journal of Contemporary Hospitality Management, Vol. ahead-of-print No. ahead-of-print. https://doi.org/10.1108/IJCHM-05-2022-0573

Publisher

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Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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