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Job demands, negative affect, and incivility toward customers: The moderating effect of self-compassion

Year: 2025

Type: article

Abstract: This study explored how job demands can affect incivility toward customers, building upon conservation of resources theory. We collected survey data from 345 elder care workers at retirement communities in China. The results showed that job demands were positively related to incivility toward customers. Additionally, negative affect mediated this relationship, and self-compassion moderated the link between job demands and negative affect. On the basis of our findings, we recommend that organizations implement self-compassion training programs to help employees better manage job demands and reduce uncivil behavior toward customers.

Source: Social Behavior and Personality An International Journal

DOI: 10.2224/sbp.14659

Authors: Miaoying Fang, Fan

Institutions: Guangzhou Maritime College, Dongguan University of Technology

Language: English

Topic: Job Satisfaction and Organizational Behavior

Subfield: Organizational Behavior and Human Resource Management

Field: Business, Management and Accounting

Domain: Social Sciences

SDG: Decent work and economic growth

Open Access status: diamond

OpenAlex ID: W7083009275

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