Compulsory Citizenship Behavior and Emotional Exhaustion: A Serial Mediation Model of Work Stress and Work-To-Family Conflict

This study investigates the relationship between compulsory citizenship behavior (CCB) and emotional exhaustion in a collectivist, uncertainty avoidant, power-distant, and traditionalist culture.The authors propose a serial mediation model, in which work stress and work-to-family conflict mediate the relationship between CCB and emotional exhaustion.Data were collected from employees working in service organizations in Pakistan at two time points, resulting in a final sample of 441 respondents.The results support the serial mediation model, indicating that CCB indirectly influences emotional exhaustion through the mechanisms of work stress and work-to-family conflict.The study contributes to the literature by examining the collective effects of work and family domains on employee well-being and provides empirical evidence from a developing, collectivist, power-distant, and uncertainty avoidant society.The findings highlight the importance of considering the negative consequences of CCB and the need for organizations to create a supportive work environment that balances work and family demands.