Abstract
Applying conservation of resources theory, this study focused on the effect of customer incivility on employees’ family undermining. Specifically, we examined the mediating effect of work-to-family conflicts and the moderating effects of hostile attribution bias. We utilized a three-phase survey to collect data from 264 employees in China. Results indicated that customer incivility exerted a positive impact on work-to-family conflicts, and these led in turn to family undermining. Moreover, the hostile attribution bias of employees exacerbated the impact of customer incivility on work-to-family conflicts and the mediated effect. Both theoretical and managerial implications are discussed in the study.
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