Workplace Incivility and Employee Well-Being in the Hospitality Industry in Pakistan: A Moderated Mediation Model

Drawing on the conservation of resources (COR) theory, this study empirically investigates the impact of workplace incivility on employee well-being through the mediating role of emotional exhaustion in the hotel industry of Pakistan. The moderating roles of emotional intelligence and resilience were also tested. Data were collected from 337 hotel employees in Pakistan and analysed using SPSS and PLSc-SEM. Results from two-wave data revealed that workplace incivility significantly influences emotional exhaustion and employee well-being. Emotional intelligence and resilience significantly moderate the relationships between workplace incivility, emotional exhaustion, and employee well-being. The findings advance our understanding of personal cognitive factors that can help employees cope with social stressors at work and shed light on prevention and intervention strategies for improving well-being in non-Western contexts.