Purpose

This study aims to analyze the impact of family incivility (FI) on in-role performance (IRP) and proactive customer service performance (PCSP) via the mediating effect of emotional exhaustion (EE) and the moderating roles of emotional intelligence (EI) and mindfulness.

Design/methodology/approach

Hypotheses were verified using multisource and multiwave data collected from 337 valid hotel employee–supervisor dyads in Kuala Lumpur, Malaysia. Data were analyzed using SPSS 24.0, AMOS 24.0 and PROCESS (version 3.4).

Findings

FI intensified frontline employees’ (FLEs) EE, which subsequently impeded their IRP and PCSP. EI and mindfulness moderated the direct influence of FI on EE, IRP and PCSP and moderated the indirect influence of FI on the two aforementioned outcomes through EE.

Practical implications

Managers should observe FLEs’ indicators of FI and deter its emergence by implementing care programs for FLEs suffering from FI. In addition, human resource managers should preferentially recruit employees with high EI through related tests. Hotels can invite reputable psychologists to provide psychotherapy interventions for FLEs, such as mindfulness-based psychological lectures and therapy.

Originality/value

The hospitality literature lacks an understanding of the underlying process through which FI affects FLEs’ job outcomes. This study incorporates EE as a mediator of the FI’s impact on IRP and PCSP, and to the best of the authors’ knowledge, this study is the first to assess whether EI and mindfulness moderate the direct impact of FI on IRP and PCSP and the indirect impact of FI on two aforementioned outcomes via EE.

中文翻译：

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家庭不文明、情绪疲惫和酒店员工的结果：有调节的中介模型

目的

本研究旨在通过情绪耗竭（EE）的中介作用以及情绪智力（EI）和情绪智力（EI）的调节作用，分析家庭不文明（FI）对角色绩效（IRP）和主动客户服务绩效（PCSP）的影响。正念。

设计/方法论/途径

使用从马来西亚吉隆坡 337 名有效的酒店员工-主管二人组收集的多源和多波数据验证了假设。使用 SPSS 24.0、AMOS 24.0 和 PROCESS（3.4 版）分析数据。

发现

FI 强化了一线员工 (FLE) 的 EE，这随后阻碍了他们的 IRP 和 PCSP。EI和正念调节了FI对EE、IRP和PCSP的直接影响，并调节了FI通过EE对上述两个结果的间接影响。

实际影响

管理人员应观察 FLE 的 FI 指标，并通过对患有 FI 的 FLE 实施护理计划来阻止其出现。此外，人力资源管理者应优先招聘通过相关测试的EI高的员工。酒店可以邀请知名心理学家为FLE提供心理治疗干预，例如基于正念的心理讲座和治疗。

原创性/价值

酒店业文献缺乏对 FI 影响 FLE 工作成果的基本过程的理解。这项研究将 EE 作为 FI 对 IRP 和 PCSP 影响的中介，据作者所知，这项研究是第一个评估 EI 和正念是否调节 FI 对 IRP 和 PCSP 的直接影响以及间接影响的研究。 FI 通过 EE 对上述两个结果的影响。