Keywords
Turnover intention
Perceived overqualification
Career commitment
Coworker support
Published : 2026-07-29
Abstract
Frontline employees often experience customer incivility, which may increase their intention to leave service organizations. Drawing on conservation of resources theory, this study examines how customer incivility affects turnover intention through perceived overqualification and career commitment, and whether coworker support moderates these relationships. Survey data were collected from 483 hotel employees in China and analyzed using reliability tests, correlation analysis, mediation, and moderated mediation procedures. The results show that customer incivility is positively related to turnover intention. Career commitment significantly mediates this relationship, and perceived overqualification and career commitment form a significant serial mediation path. However, the single mediation effect of perceived overqualification is not significant. Coworker support weakens the positive effects of customer incivility and perceived overqualification on turnover intention and strengthens the protective effect of career commitment.
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