Table 2.

Coefficients for the tested mediation model.

Predictors		Outcome M: Surface acting					Outcome Y: Exhaustion
		Coeff.	SE	LLCI	ULCI		Coeff.	SE	LLCI	ULCI
Constant		1.473	0.912	−0.322	3.268		1.923	0.327	1.280	2.566
Co: Age		−0.029	0.014	−0.058	0.001		−0.001	0.005	−0.011	0.009
Co: Gender		−0.200	0.163	−0.520	0.120		0.005	0.058	−0.110	0.119
Co: Customer contacts/day		0.019**	0.006	0.006	0.031		0.000	0.002	−0.004	0.005
Co: Trait negative affectivity		0.558***	0.143	0.276	0.839		0.214***	0.052	0.111	0.317
Co: Trait positive affectivity		−0.069	0.111	−0.287	0.150		−0.131**	0.040	−0.209	−0.053
Me: Surface Acting		-	-	-	-	(b)	0.136***	0.020	0.096	0.176
X: Customer incivility	(a)	0.322***	0.0791	0.1174	0.5274	(c’)	0.065*	0.029	0.008	0.122
		R2 = 0.173*** F (6,308) = 10.706; p < 0.001					R2 = 0.319*** F (7,307) = 20.532; p < 0.001
Indirect effect				Boot SE			Boot LLCI			Boot ULCI
		0.077		0.023			0.036			0.124

SE = standard error; 95% CI = confidence interval with lower and upper limits.

^*p < 0.05;

^**p < 0.01;

^***p < 0.001.