The diagram illustrates a conceptual model linking customer incivility to compassionate service behavior through workplace uncertainty and the moderating role of leader-member exchange. Customer incivility, measured at Time 2, is connected to workplace uncertainty, also measured at Time 2, through Hypothesis 1 (H1). Workplace uncertainty is linked to compassionate service behavior, measured at Time 4, through Hypothesis 2 (H2). Hypothesis 3 (H3) represents the indirect effect of customer incivility on compassionate service behavior through workplace uncertainty. Leader-member exchange, measured at Time 3, moderates the relationship between workplace uncertainty and compassionate service behavior through Hypothesis 4 (H4). Hypothesis 5 (H5) represents the conditional indirect effect of customer incivility on compassionate service behavior through workplace uncertainty across levels of leader-member exchange. The model depicts a moderated mediation framework in which leader-member exchange moderates the relationship between workplace uncertainty and compassionate service behavior. Diagrammatic illustration of the conceptual model. Note. H1-H5 = Hypotheses 1 through 5. Customer incivility and workplace uncertainty were measured at Time 2, leader-member exchange was measured at Time 3, and compassionate service behavior was measured at Time 4. H1 represents the relationship between customer incivility and workplace uncertainty. H2 represents the relationship between workplace uncertainty and compassionate service behavior. H3 represents the indirect effect of customer incivility on compassionate service behavior through workplace uncertainty. H4 represents the moderating effect of leader-member exchange on the relationship between workplace uncertainty and compassionate service behavior. H5 represents the conditional indirect effect of customer incivility on compassionate service behavior through workplace uncertainty across levels of leader-member exchange. The model depicts a moderated mediation framework in which leader-member exchange moderates the relationship between workplace uncertainty and compassionate service behavior. Source(s): The authors created the figure shown above