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Premised on the conservation of resources (COR) theory, our study attempts to investigate if emotional exhaustion (EE) is a mediator in linking customer incivility (CI) and employee job performance (JP). Additionally, it examines the moderating role of PsyCap in customer incivility and job performance relationships. Furthermore, we explore whether PsyCap moderates the mediating effect of emotional exhaustion in customer incivility and job performance relationships.

Using a multi-phase survey, data was gathered from 469 frontline employees working in diverse service sectors in India. All analyses were done with SPSS 25 and AMOS 23 to determine the study's findings.

The study substantiates a partial mediation effect, revealing that customer incivility intensifies emotional exhaustion among FLEs, resulting in decreased job performance. In addition, the interaction of PsyCap seemed to weaken the relationship between CI and employee JP. However, PsyCap does not mitigate the indirect association of CI and employee JP via emotional exhaustion. To our surprise, we observed a slight amplification in the mediating impact of emotional EE at elevated levels of PsyCap.

The study findings suggest that training employees and cultivating their PsyCap could be a strategic solution for effectively managing and mitigating the adverse effects of customer incivility in the workplace.

Our study marks the first empirical exploration of PsyCap's moderating role between customer incivility and both job performance and emotional exhaustion linkage.

This study intends to explore the influence of emotional intelligence on employee self-efficacy in Pakistan's telecom industry. Besides, it explores the mediating effect of emotional labor (surface acting and deep acting) between them. This study also tests the relationship between emotional labor (surface acting and deep acting) and self-efficacy in the customer care of Pakistan's telecom division.

The study leads forward with a positivist approach to obtain data in two different waves as a time lag study from the big five telecom companies operating in Pakistan. The data was collected from 270 employees working in Customer Services in the Telecom sector.

The results reveal that there exists a positive relationship between emotional intelligence and self-efficacy in customer care employees in Pakistan's telecommunication division sector. Moreover, emotional labor (deep acting) partially mediates the relationship between emotional intelligence and self-efficacy, and surface acting could not mediate the relationship among the employees of customer care in Pakistan's telecom division.

Management of emotions at the workplace has been an immensely vital area in managing the performance of employees, especially in customer-centric jobs, where dealing with customers is the prime focus and achieving customer satisfaction is the utmost outcome. There is limited evidence of the relationship between emotional intelligence and self-efficacy specifically in the customer care of the Telecom sector.

This paper investigates the meaning of spirituality and empowerment from the perspective of women of color (WOC) in Fortune 500 companies how it impacts their leadership.

Detailed data were collected through in depth semi-structured interviews documenting their experience as lived in the context of their daily work environments. Twelve WOC in leadership positions were interviewed, and transcripts analyzed using thematic analysis. Their narratives provide insight into the experiences of discrimination and bias and the stress and disenfranchisement that result from these experiences.

Analysis shows that for these women, spirituality was more than a philosophical orientation but comprised a core facet of their identity, empowering them to cope with adversity and uplift others through a leadership style defined by compassion, trust, strong interpersonal relationships and purpose.

Implications for creating more compassionate and inclusive environments that draw on principles of empowerment and spiritual leadership are provided.

This study contributes uniquely to the literature by exploring the perspectives of understudied women leaders who identify as African American, South-Asian and Latina on spirituality and empowerment and their impact on their leadership.