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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.

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).

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.

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.

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 purpose of this study is to confirm that work to family conflict (W to FC), family to work conflict (F to WC) and work family balance (WFB) are the predictors of job satisfaction (JS) for Malaysian academic community. To achieve the fundamental objective, the authors first test the direct (structural model) effects of W to FC and F to WC on JS. Secondly, using mediation model, the indirect effects of WFB were calculated through W to FC, F to WC and JS.

Using convenience sampling, the data was collected from 280 academic people who work at private universities in Malaysia. Structural equation modelling technique was applied to complete the data analyses procedures.

The findings revealed that W to FC and F to WC have negative significant effects on JS. Besides, WFB partially mediates only the relationship between W to FC and JS while no mediation effect was found for F to WC and JS.

All the research variables in this study were individual-level variables, thus it is suggested to use some organizational and national level variables such as religion and culture as they might be good intervening variables for predicting JS.

Using the findings of this research, the Malaysian private universities community can take some necessary initiatives to mitigate work family conflict (W-FC) and ensure WFB and JS that might enhance the standard of higher education in Malaysia.

To the best of the authors’ knowledge, this is the first attempt to test the mediation effect of WFB in the relationship between both directions of W-FC and JS of employees from the perspective of Malaysia (a collectivist community).