Table 3 Reliability and validity...

Table 3

Reliability and validity measures

Construct	Items	Factor loading
Customer Incivility (Source: Wong and Law, 2002)
CR = 0.906, Cronbach alpha = 0.821, AVE = 0.547, MSV = 0.397
CI1	My customers have yelled at me	0.74
CI2	My customers have been angry at me even over minor matters	0.75
CI3	My customers have cut me off mid-sentence	0.75
CI4	My customers have used condescending language for me	0.78
Emotional Exhaustion (Source: Maslach et al., 1997)
CR = 0.906, Cronbach alpha = 0.707, AVE = 0.752, MSV = 0.409
EE1	I feel emotionally drained at work	0.82
EE2	I feel used up at the end of the day	0.74
EE3	I feel fatigued when I get up in the morning and I have to face another day on the job	0.70
EE4	Working with people is really a strain on me	0.67
EE5	I feel burdened out from my work	0.80
EE6	I feel frustrated on my job	a
EE7	I feel I'm working too hard on my job	0.73
EE8	Working directly with people puts too much stress on me	a
EE9	I feel exhausted from overworking myself	0.78
Emotional Intelligence (Source: Wong and Law, 2002)
CR = 0.906 Cronbach alpha = 0.717, AVE = 0 0.751, MSV = 0.407
EI1	I have a good sense of why I have certain feelings most of the times	a
EI2	I have good understanding of my own emotions	0.86
EI3	I really understand what I feel	0.84
EI4	I always know whether or not I am happy	0.85
EI5	I always know my friends' emotions from their behavior	0.85
EI6	I am a good observer of others' emotions	0.85
EI7	I am sensitive to the feelings and emotions of others	0.79
EI8	I have good understanding of the emotions of people around	0.85
EI9	I always set goals for myself and then try my best to achieve them	0.88
EI10	I always tell myself I am a competent person	0.86
EI11	I am a self-motivated person	0.88
EI12	I would always encourage myself to try my best	0.88
EI13	I am able to control my temper and handle difficulties rationally	0.77
EI14	I am quite capable of controlling my own emotions	a
EI15	I can always calm down quickly when I am very angry	a
EI16	I have good control of my own emotion	0.76
Knowledge Hiding (Source: Connelly et al., 2012)
CR = 0.952, Cronbach alpha = 0.708, AVE = 0.762, MSV = 0.472
KH1	I agreed to help him/her but never really intended to	0.64
KH2	I agreed to help him/her but instead gave him/her information different from what s/he wanted	0.76
KH3	I told him/her that I would help him/her out later but stalled as much as possible	0.77
KH4	I offered him/her some other information instead of what he/she really wanted	0.80
KH5	I pretended that I did not know the information	0.69
KH6	I said that I did not know, even though I did	0.66
KH7	I pretended I did not know what s/he was talking about	a
KH8	I said that I was not very knowledgeable about the topic	0.67
KH9	I explained that I would like to tell him/her, but was not supposed to	0.67
KH10	I explained that the information is confidential and only available to people on a particular project	0.71
KH11	I told him/her that my boss would not let anyone share this knowledge	0.79
KH12	I said that I would not answer his/her questions	0.70

Construct	Items	Factor loading
Customer Incivility (Source: Wong and Law, 2002)
CR = 0.906, Cronbach alpha = 0.821, AVE = 0.547, MSV = 0.397
CI1	My customers have yelled at me	0.74
CI2	My customers have been angry at me even over minor matters	0.75
CI3	My customers have cut me off mid-sentence	0.75
CI4	My customers have used condescending language for me	0.78
Emotional Exhaustion (Source: Maslach et al., 1997)
CR = 0.906, Cronbach alpha = 0.707, AVE = 0.752, MSV = 0.409
EE1	I feel emotionally drained at work	0.82
EE2	I feel used up at the end of the day	0.74
EE3	I feel fatigued when I get up in the morning and I have to face another day on the job	0.70
EE4	Working with people is really a strain on me	0.67
EE5	I feel burdened out from my work	0.80
EE6	I feel frustrated on my job	a
EE7	I feel I'm working too hard on my job	0.73
EE8	Working directly with people puts too much stress on me	a
EE9	I feel exhausted from overworking myself	0.78
Emotional Intelligence (Source: Wong and Law, 2002)
CR = 0.906 Cronbach alpha = 0.717, AVE = 0 0.751, MSV = 0.407
EI1	I have a good sense of why I have certain feelings most of the times	a
EI2	I have good understanding of my own emotions	0.86
EI3	I really understand what I feel	0.84
EI4	I always know whether or not I am happy	0.85
EI5	I always know my friends' emotions from their behavior	0.85
EI6	I am a good observer of others' emotions	0.85
EI7	I am sensitive to the feelings and emotions of others	0.79
EI8	I have good understanding of the emotions of people around	0.85
EI9	I always set goals for myself and then try my best to achieve them	0.88
EI10	I always tell myself I am a competent person	0.86
EI11	I am a self-motivated person	0.88
EI12	I would always encourage myself to try my best	0.88
EI13	I am able to control my temper and handle difficulties rationally	0.77
EI14	I am quite capable of controlling my own emotions	a
EI15	I can always calm down quickly when I am very angry	a
EI16	I have good control of my own emotion	0.76
Knowledge Hiding (Source: Connelly et al., 2012)
CR = 0.952, Cronbach alpha = 0.708, AVE = 0.762, MSV = 0.472
KH1	I agreed to help him/her but never really intended to	0.64
KH2	I agreed to help him/her but instead gave him/her information different from what s/he wanted	0.76
KH3	I told him/her that I would help him/her out later but stalled as much as possible	0.77
KH4	I offered him/her some other information instead of what he/she really wanted	0.80
KH5	I pretended that I did not know the information	0.69
KH6	I said that I did not know, even though I did	0.66
KH7	I pretended I did not know what s/he was talking about	a
KH8	I said that I was not very knowledgeable about the topic	0.67
KH9	I explained that I would like to tell him/her, but was not supposed to	0.67
KH10	I explained that the information is confidential and only available to people on a particular project	0.71
KH11	I told him/her that my boss would not let anyone share this knowledge	0.79
KH12	I said that I would not answer his/her questions	0.70

Note(s): Items marked with superscript “a” were deleted from the measurement model due to factor loadings below 0.50

Source(s): Developed by authors

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