… of the relationship between customer incivility and employee well-being. We propose, however,
that perspective taking will buffer the negative impacts of customer incivility on employee …

… perspective-taking intention. This study, in its exploration of past literature and based on the
theoretical model of workplace incivility, … incivility and the third focused on customer incivility. …

… study is to examine customer-focused perspective-taking as an intervention … Customer-focused
perspective-taking is actively taking a customer’s point of view to understand customer …

… The effect of customer incivility on service employees’ customer orientation through
double-mediation of surface acting and emotional exhaustion. Journal of Service Theory and Practice…

… affect elicited from customer mistreatment in two experiments. Study 1 examined and found
that customer perspective taking led to less negative affect, and subsequently more customer …

… -words used for customer incivility were: incivility or rudeness … center or client or consumer
or customer. We used both UK … Meaning and perspective taking were positively associated …

… 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 …

… 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 …

… The stimulus in this research is incivility among employees observed by customers during
frontline encounters. Incivility is interpersonal in nature because it usually involves rude and …

… employees who generally perceive their customer interactions to be more … customer incivility,
it is important to study the incivility encounter, the social context in which negative customer …