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

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.