Table 4

Results of direct, indirect, moderating, and conditional indirect effects

EffectEstimate (SE)95% CI
Direct effect
Customer incivility → CSB0.02 (0.08)[−0.14, 0.18]
Indirect effect
Customer incivility → Workplace uncertainty (Hypothesis 1)0.61 (0.07)***[0.46, 0.75]
Workplace uncertainty → CSB (Hypothesis 2)−0.16 (0.06)**[−0.27, −0.05]
Customer incivility → Workplace uncertainty → CSB (Hypothesis 3)−0.10 (0.04)*[−0.17, −0.03]
Moderating effect
Workplace uncertainty × LMX → CSB (Hypothesis 4)−0.17 (0.05)***[−0.26, −0.07]
−1SD LMX0.05 (0.07)[−0.08, 0.18]
+1SD LMX−0.24 (0.07)***[−0.38, −0.10]
Index of Moderated Mediation and Conditional Indirect Effects (Hypothesis 5)
Customer Incivility → Workplace uncertainty × LMX → CSB (Hypothesis 5)−0.10 (0.03)*[−0.17, −0.04]
−1SD LMX0.03 (0.05)[−0.14, 0.02]
+1SD LMX−0.15 (0.05)*[−0.26, −0.05]

Note(s): N = 310. CI = confidence interval; CSB = compassionate service behavior; LMX = leader-member exchange; SE = standard error. Results for the direct and indirect effects were calculated using model 4 of the PROCESS macro for IBM SPSS. Results for the moderating effect of LMX on the relationship between workplace uncertainty and compassionate service behavior were generated using model 1 of the PROCESS macro for IBM SPSS. Results for index of moderated mediation and conditional indirect effects were calculated using model 14 of the PROCESS macro for IBM SPSS. Unstandardized path estimates are reported in this table with confidence intervals of the indirect and conditional indirect effects based on 5000 bootstrap samples. Model covariates included gender and organizational tenure

*p < 0.05; **p < 0.01; ***p < 0.001

Source(s): The authors created the table shown above
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