… managers regarding the minimization of customerincivility. An … the effects of customerincivility were an increase in: customer … -to-customerincivility, employee-to-employee incivility, and …
… field study of customerservice interactions, we show that individual customerincivility encounters (ie… Our findings present an interesting conundrum for managers. On the one hand, prior …
WM Hur, TW Moon, M Kim - Service Business, 2021 - Springer
… Based on the job demands-resources (JD-R) theory (Schaufeli and Bakker 2004), we argue that the treatment effect of customerincivility on salespeople’s up-selling behaviors through …
M Cho, MA Bonn, SJ Han, KH Lee - … Hospitality Management, 2016 - emerald.com
… consequences of workplace incivility upon restaurant frontline service employees caused by customers, … The moderating roles of perceived organizational support (POS) and emotion …
… ; 3) effects of customerincivility and verbal aggression on service providers’ well-being and work-related outcomes; and 4) practical implications for the management. We present a …
TJ Bacile - Journal of Service Management, 2020 - emerald.com
… Is customer perceived service climate significantly affected by C2C online incivility on a firm's digital service … perceived service climate occurs when managementsupports employees to …
… Our study enriches such understanding by examining the effect of customerincivility on work engagement, especially when employees experience high supervisor and co-worker …
… on customerincivility and employee sabotage. First, while the extant research has focused on the consequences of customerincivility, our … to such incivility. Second, FLEs’ responses to …
… of FLEs and delivered customerservice. Drawing on the job … the effects of the two most common forms of customerincivility … depleting effects of these two forms of customerincivility on …