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Sustainable human resources management in learning organizations: consequences of customer incivility and surface acting

Kim Oi Mei Kuok (Department of Management and Marketing, Faculty of Business Administration, University of Macau, Macau SAR, China)
Sow Hup Joanne Chan (Department of Management and Marketing, Faculty of Business Administration, University of Macau, Macau SAR, China)
Hera Kit Wa Kou (Faculty of Arts and Humanities, University of Macau, Macau SAR, China)
Siew Huat Kong (Department of Management and Marketing, Faculty of Business Administration, University of Macau, Macau SAR, China)
Lancy Vai Iun Mac (Department of Management and Marketing, Faculty of Business Administration, University of Macau, Macau SAR, China)

The Learning Organization

ISSN: 0969-6474

Article publication date: 22 August 2022

Issue publication date: 4 November 2022

425

Abstract

Purpose

Because of the nature of their work, frontline service employees are highly exposed to customer incivility (CI) and are required to perform surface acting (SA) in such circumstances. Both CI and SA have detrimental impact to a sustainable workforce. This study aims to investigate the psychological effects of CI and SA on emotional exhaustion (EE), organizational commitment (OC) and work–family conflict (WFC).

Design/methodology/approach

Data from 203 respondents who successfully completed the questionnaire is used for the analysis. Structural equation modelling and bootstrapping were performed to investigate the relationship among variables.

Findings

The study found that both CI and SA are positively related to EE. EE is negatively related to OC and positively related to WFC. EE was engaged as a mediator between CI and OC, and between CI and WFC. EE also served as a mediator between SA and OC, and between SA and WFC.

Originality/value

The findings advanced our knowledge of the impact of CI and SA on EE, OC and WFC. Based on the findings, theoretical and practical implications are discussed.

Keywords

Citation

Kuok, K.O.M., Chan, S.H.J., Kou, H.K.W., Kong, S.H. and Mac, L.V.I. (2022), "Sustainable human resources management in learning organizations: consequences of customer incivility and surface acting", The Learning Organization, Vol. 29 No. 5, pp. 548-566. https://doi.org/10.1108/TLO-01-2022-0015

Publisher

:

Emerald Publishing Limited

Copyright © 2022, Emerald Publishing Limited

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