The impact of customer incivility on employees' family undermining: a conservation of resources perspective. By: Zhu, Hong; Lyu, Yijing; Ye, Yijiao. Asia Pacific Journal of Management.

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.