This paper examines multiple workplace interpersonal stressors experienced by frontline
employees. Drawing upon conservation of resources theory, we propose that abusive …

This study investigated factors that influence the relationship between experiencing
customer incivility and the psychological well-being of employees in the service industry (N …

The link between the interpersonal stressor of workplace mistreatment and objective
measures of performance is often overlooked in organizational research. In order to fill this …

Because of the large number of people employed in service occupations, customer incivility
has become an increasingly prevalent and important workplace stressor. Unfortunately …

This study investigates how customer incivility is related to employee incivility toward both
customers and coworkers by assessing the effects of emotional job demands and burnout …

Employees sometimes engage in uncivil behavior in the workplace. We ask (a) How
commonly do customers witness an employee behaving uncivilly?(b) What negative effects …

Customer incivility is widespread in service industries, inevitable as employees offer service
to a broad range of customers from diverse backgrounds. Stress caused by rude customers …

This paper develops and tests a process model examining the sequential mediating roles of
emotional exhaustion and surface acting on the relationships between employee …

In the service sector, customer-related social stressors may weaken employees' well-being,
impairing job-related outcomes. Drawing on the Conservation of Resources theory and on …

This research examines the effects of customer incivility and manager procedural and
emotional support on employee psychological well-being (PWB) and work quality-of-life …