… As an important step in extending the literature on customer incivility, we conducted two … of
retail and restaurant employees (n = 30) to elicit a list of uncivil customer behaviors, based on …

… The respondents of the present study were frontline employees of the hotels situated in the
domain of the NCR region of India. The researchers contacted the 38 HR managers either …

… customer incivility in a multilevel framework of this study deepens the conceptual digging of
the customer incivility … of customer incivility. It was found that the psychometric quality of the …

… We collected data from frontline hotel employees … frontline employees in several departments
(eg reservations, restaurant, front desk and call center). A total of 300 frontline employees …

… at the direct impact of customer incivility among employees within the … assess how customer
incivility affects employees within these … and their customers can lead to heightened incivility. …

… have separated the response of the frontline employee from the response of the manager. …
a frontline employee respond negatively (vs. neutrally) to a complaining customer while a …

… types of illegitimate complaining customers, frontline employees’ perceptions of ICCB, frontline
employees’ emotional responses to ICCB, frontline employees’ coping responses to ICCB…

… extant incivility literature, this study explores the impact of supervisor incivility on employees’
… frontline employees, representing a response rate of 11.03%. All combined, a total of 276 …

… Workplace incivility is a notable example of a unique form of … workplace incivility perception
among frontline employees in … for recruiting and training service employees. As an important …

… as investment in customer relationship building … of customer incivility research from the
business-to-customer to the business-to-business context. Managerial implications for employee …