… examines the effects of customer incivility and manager procedural and emotional support
on … analyze employee perceptions, finding that incivility affects employee PWB and WQOL. …

… managers regarding the minimization of customer incivility. An … the effects of customer incivility
were an increase in: customer … -to-customer incivility, employee-to-employee incivility, and …

… field study of customer service interactions, we show that individual customer incivility encounters
(ie… Our findings present an interesting conundrum for managers. On the one hand, prior …

… Based on the job demands-resources (JD-R) theory (Schaufeli and Bakker 2004), we argue
that the treatment effect of customer incivility on salespeople’s up-selling behaviors through …

… 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 customer incivility and verbal aggression on service providers’ well-being
and work-related outcomes; and 4) practical implications for the management. We present a …

… Is customer perceived service climate significantly affected by C2C online incivility on a firm's
digital service … perceived service climate occurs when management supports employees to …

… Our study enriches such understanding by examining the effect of customer incivility on
work engagement, especially when employees experience high supervisor and co-worker …

… on customer incivility and employee sabotage. First, while the extant research has focused
on the consequences of customer incivility, our … to such incivility. Second, FLEs’ responses to …

… of FLEs and delivered customer service. Drawing on the job … the effects of the two most
common forms of customer incivility … depleting effects of these two forms of customer incivility on …