Assessing the Impact of Workplace Incivility and Organizational Support on Employees’ Pro-Environmental Work Behavior in Service Industry: A Moderated Mediation Model

In Cameroon’s service industry, where sustainability is increasingly crucial, this study examines how workplace incivility and organizational support influence employees’ pro-environmental work behavior, applying the Conservation of Resources and Self-Determination Theories. A moderated mediation model was tested, with emotional exhaustion and mindfulness as mediators and psychological capital as a moderator. Data from 280 service industry employees were analyzed using SPSS 24 and SmartPLS 4. Workplace incivility reduces pro-environmental behavior through emotional exhaustion, but shows no significant link with mindfulness. Organizational support enhances pro-environmental behavior and reduces exhaustion, though it does not influence mindfulness. Psychological capital does not mitigate the negative impact of incivility on pro-environmental behavior and its positive impact on exhaustion. These results highlight the critical role of supportive workplaces in fostering sustainable behaviors and the buffering role of psychological capital. This study advances the theoretical understanding of employee behavior in service settings and offers practical insights for managers in banking and insurance to promote sustainability by reducing workplace incivility and enhancing support systems, particularly in emerging markets.