Human Resource Management 2017

Customer misbehavior and store managers' work‐to‐family enrichment: The moderated mediation effect of work meaningfulness and organizational affective commitment

Raymond Loi¹; Angela J. Xu²; Cheris W C Chow¹; Man Lung Jonathan Kwok³

¹ University of Macau · ² Jinan University · ³ Hong Kong Polytechnic University

Abstract

With the growing research interest in work–family enrichment, this study explores how negative workplace phenomenon affects store managers' experience of work‐to‐family enrichment. Using two‐wave survey data collected from 156 retail store managers who had frequent interactions with customers, we found that customer misbehavior had a negative effect on their work‐to‐family enrichment through work meaningfulness. Furthermore, store managers' organizational affective commitment acted as an effective buffer on such negative relationship. Our findings thus fill in one missing piece in the current work–family enrichment literature and carry important implications for organizations to help retail store managers attain work meaningfulness and enrich their family life.

DOI

10.1002/hrm.21883

Sources

openalex

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APA 7 MLA 9 Chicago (author–date) Harvard Elsevier Harvard (JFE, JBF…) The Accounting Review Academy of Management American Marketing Association INFORMS (Management Science) Copy citation Copied ✓