… may also be driving the relationship between customer incivility and the outcomes … that
customer incivility does not directly affect emotional exhaustion but that emotional labor acts as a …

… customer incivility. The purpose of the present study is to propose and test a model in which
… employees' emotional labor strategies affect customer incivility via influencing customers' …

… explored the mechanism of customer incivility on emotional labor. We also explored …
customer incivility and deep acting, while obsessive passion mediated between customer incivility …

… customer incivility and customer-oriented behavior. To do this, we consider emotional labor
and emotional … between customer incivility and service employees’ customer orientation. The …

… This study aims to examine the observing customer’s reactions, namely, gratitude, loyalty
to the employee and tipping intention while observing other customer incivility during another …

… This study investigates how customer incivility is related to employee incivility toward both
customers … ’ experienced customer incivility is associated with employee incivility toward both …

… “emotional labor” frequently experience negative and rude customers because they have to
comply with emotion … dimensions of workplace incivility, customer incivility has the strongest …

… increases in customer incivility would trigger additional changes in emotional labor processes
… emotions, emotion regulation, and negative vocal tone). However, a positive change in the …

… whose expression of emotion determines the service … linking customer incivility to frontline
employees' emotional labor. … from customer incivility to frontline employees' emotional labor. …

… Interestingly, our findings show that the relationship between emotional labor and customer
incivility appears to be less clear than what was found in variable-centered studies. These …