Figure 1
The path diagram is arranged from left to right with rectangular textboxes connected by directional arrows and hypothesis labels. On the left, a textbox labeled “Customer Incivility” is positioned. A rightward arrow labeled “H 1” points from “Customer Incivility” to a central textbox labeled “Emotional Exhaustion”. From “Emotional Exhaustion”, another rightward arrow labeled “H 2” points to a textbox on the right labeled “Knowledge Hiding”. Above the central path, a textbox labeled “Emotional Intelligence” is positioned. A downward arrow labeled “H 4” points from “Emotional Intelligence” to the arrow H 1 connecting “Customer Incivility” and “Emotional Exhaustion”. Below the diagram, a statement reads “H 3: C I points to E E points to K H”.Research model. Source: Developed by authors