… ’ experienced customer incivility is associated with employee incivility toward both customers
… experienced customer incivility and employees’ emotional job demands but also between …

… customer incivility research to examine how customer incivility experiences are influencing
incivility … customers) and exhaustion (compassion fatigue) mechanisms are driving the …

… We theorized that in events where employees do not experience incivility from customers
(eg, at the intercept) social norms and company training and monitoring reinforce civil …

… , such that people who are high in neuroticism and low in agreeableness might experience
higher levels of customer incivility—they might be behaving in ways that provokes …

… The search key-words used for customer incivility were: incivility … call center or client or
consumer or customer. We used both UK and … Employees who experience customer incivility may …

… We contribute to the customer incivility literature by … personality traits to the customer incivility
experience. Knowledge of … employees may experience more customer incivility because …

… Up to this point, we have proposed that service employees who experience incivility from
customers experience higher levels of emotional exhaustion and provide lower quality service …

… ) renders individuals susceptible to further resource losses (eg due to the pandemic), FSEs
who experience customer incivility lack resources to effectively cope with the pandemic. The …

… customer incivility in four important ways. First, by focusing on observer reactions to customer
incivility, … customers consider an employee’s human experience, and we propose that the …

… Our findings demonstrate that customer incivility experienced on a particular day negatively
affects next-day service performance by undermining next-morning self-efficacy. Although …