… also be driving the relationship between customer incivility and the outcomes examined in
the present study. Hence, we propose that customer incivility does not directly affect emotional …

… customer incivility has worsened after such a crisis. The present study examines the link
between customer incivility … is the outcome variable in this study, refers to employees’ proactive …

… We also find that these interactive effects occur only among employees … of customer incivility,
it is important to study the incivility encounter, the social context in which negative customer …

… the likely implications on the employees' outcomes and organizational … of customer incivility
and contributes to the incivility … TINT and JSAT are the two selected employee's outcomes …

… Emotional labor as a mediator between customer incivility and employee outcomes.
Journal of Occupational Health and Psychology, 15(4), 468–481. doi:10.1037/a0020723 …

… employees may themselves elicit customer incivility, we show how selection and training in
CO might reduce service employees’ customer incivility … with customer incivility experiences, …

… Following the exploratory study, we will attempt to link these newly identified antecedents
of customer incivility to reports of customer incivility from service representatives in a …

… employee–supervisor dyads in nine hotels in Zhuhai City, China, this research examined
the impact of customer incivility … , particularly proactive customer service performance (PCSP). …

… As such, these results provide value to the concept that managerial support and firm
policies can affect employee outcomes. Therefore, the results of the qualitative study find that …

… investigates how customer incivility is related to employee incivility toward both customers
and … The target population of this research is frontline employees working in the full-service …