… and customer incivility in four important ways. First, by focusing on observer reactions to
customer incivility, we … Our findings that incidents of customer incivility prompt observers to adopt …

… Thus, this study aims to explore the employee-bystanders’ differential reactions to the
observation of customer incivility episodes by developing a third-party framework that integrates …

… a customer toward a FLE to experience deontic reactions. However, we argue that when the
FLE resists the incivility by engaging in CR, the observer … a customer observer’s reactions to …

… This study contributes to the emerging literature on observers’ reactions to customer incivility
by … that avenues of future research in observer reactions to customer incivility are promising. …

… of whether the customer observes the lower service … customer incivility. Specifically, we
focus on understanding the underlying processes that lead to employees’ perceptions of incivility …

… that employees react to event incivility from customers as a … customer interactions to be
generally civil are likely to react … utilize external observers nor are they specific to event incivility. …

… There may also be particular reactions to observed incivility that do vary by observer gender
but that have not been examined, such as those that are emotion-based. Indeed, Miner-…

… from employee incivility towards customers to the third-party observation of coworker … climate
allows employees to react less intensely to coworker incivility towards customers because it …

… by measuring consumers’ reaction times when making judgments … they are mere observers
of incivility between employees. … Customer incivility toward an employee did not create these …

… had power over the fellow customer in that study, then the … may interact to influence observer
reactions. Another potential … can affect observers’ reaction to workplace incivility. Specifically…