… the moderators in this study encourage customer service employees to appraise customer
incivility … Given the ambiguous nature of customer incivility, cognitive appraisal theory explains …

… We observed this moderation effect among low- but not high-NA individuals. High-NA
individuals engaged in incivility in response to event customer incivility notwithstanding their …

… hypothesized that customer incivility moderates the effects of CSR because it decreases
work meaningfulness. We also expected that coworker incivility would moderate the effects of …

… , customer incivility has been found to negatively affect their work outcomes. This study aims
to examine the moderating effect of … ) on the relationship between customer incivility, work …

… the effects of the two most common forms of customer incivility on … depleting effects of these
two forms of customer incivility on … . To further explore the moderating effect of each of the two …

… Thus, the second purpose of our study was to test the moderating effect of coworker and
customer incivility on the relationship between service employees’ job insecurity and …

… the effect of employee incivility on customer retaliation through … employee incivility and
three forms of customer retaliatory … to investigate the moderating effect of moral identity on the …

… control systems as key moderators of customer incivility. Organizational control systems …
moderating effects of PBBC and POBC on the daily relationship between customer incivility, …

… Second, our study sought to examine the moderating effects of customer incivility and
service scripts on the mediating effect of creativity. Figure 1 presents the research framework. …

… of customer incivility in effecting service sabotage among hotel employees by recognizing
the mediating role of revenge motivation and the moderating effect of … the moderating effect of …