This study contributes to the constantly accumulating evidence on the effects of customer incivility (CI) on service employee exhaustion. Previous research has demonstrated that surface acting (SA) acts as a mediating variable in the relationship between CI and exhaustion. This study extended prior findings in two ways. The results of Study 1 (315 retail sales employees, 62.2% female) demonstrated that SA mediates the positive relationship between CI and exhaustion while controlling for employees’ trait positive and negative affectivity (NA). The results (...) of Study 2 (292 customer service representatives, 51% female) supported a moderated mediation model demonstrating that trait emotional intelligence (EI) buffers the direct and indirect (through SA) effects of CI on exhaustion. Specifically, it was found that employees exposed to many uncivil customer behaviors but high in trait EI reported using less SA and, thus, experienced fewer exhaustion symptoms than their low in trait EI counterparts. These results highlight EI as an important personal resource that mitigates the adverse effects of CI on service employees’ exhaustion, and suggest that organizations should consider implementing EI training programmes for their frontline service employees. (shrink)

Based on the affective events theory, this paper discusses the influence of job insecurity on employees’ extra-role behavior. The mediating effect of negative emotion and the moderating effect of workplace friendship are also tested. The results of an empirical analysis, based on the data of 327 employees, show that job insecurity has a significant negative impact on employees’ extra-role behavior. Negative emotion plays a mediating role in the relationship between job insecurity and extra-role behavior. Workplace friendship moderated the relationship between (...) job insecurity and negative emotions, as well as between job insecurity and extra-role behavior. Workplace friendship also moderates the mediating effect of negative emotion on the relationship between job insecurity and extra-role behavior, that is, the higher the level of the workplace friendship is, the weaker the mediation role mentioned above will be. The research results have implications for the sustainable development of the organization. (shrink)

This study investigates the relationship between abusive supervision and employee creativity by shedding light on the mediating role of negative affect and the moderating role of interpersonal harmony. Based on affective events theory, it was hypothesized that abusive supervision impacts employees’ negative affect and their creativity. Data from a questionnaire survey of 398 Chinese employee–supervisor dyads were collected and analyzed. The results support our hypotheses, address unexplored theoretical predictions, and suggest that organizations should deal with the factors undermining employees’ emotions (...) to improve their creativity. (shrink)