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Sustainable human resources management in learning organizations: consequences of customer incivility and surface acting
Kuok, Kim Oi Mei; Chan, Sow Hup Joanne; Kou, Hera Kit Wa; Kong, Siew Huat; Mac, Lancy Vai Iun
2022-08
Source PublicationThe Learning Organization
ISSN0969-6474
Volume29Issue:5Pages:548-866
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.

KeywordCustomer Incivility Surface Acting Emotional Exhaustion Organizational Commitment Work–family Conflict Civil Servants
DOI10.1108/TLO-01-2022-0015
URLView the original
Indexed ByESCI
Language英語English
WOS Research AreaBusiness & Economics
WOS SubjectManagement
WOS IDWOS:000841930600001
Scopus ID2-s2.0-85136048495
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Cited Times [WOS]:0   [WOS Record]     [Related Records in WOS]
Document TypeJournal article
CollectionDEPARTMENT OF MANAGEMENT AND MARKETING
AffiliationUniversity of Macau
First Author AffilicationUniversity of Macau
Recommended Citation
GB/T 7714
Kuok, Kim Oi Mei,Chan, Sow Hup Joanne,Kou, Hera Kit Wa,et al. Sustainable human resources management in learning organizations: consequences of customer incivility and surface acting[J]. The Learning Organization,2022,29(5):548-866.
APA Kuok, Kim Oi Mei,Chan, Sow Hup Joanne,Kou, Hera Kit Wa,Kong, Siew Huat,&Mac, Lancy Vai Iun.(2022).Sustainable human resources management in learning organizations: consequences of customer incivility and surface acting.The Learning Organization,29(5),548-866.
MLA Kuok, Kim Oi Mei,et al."Sustainable human resources management in learning organizations: consequences of customer incivility and surface acting".The Learning Organization 29.5(2022):548-866.
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