Workplace incivility research has focused on within-organizational sources of incivility, and
less attention has been paid to outside-organizational sources such as customers. In a cross …

Customer service employees tend to react negatively to customer incivility by demonstrating
incivility in return, thereby likely reducing customer service quality. Research, however, has …

Resilience is one of the positive emotions that will enhance employees' ability to cope in
adverse conditions, such as work intensification, organisational change, and work stress …

Customer incivility is known to have a negative impact on employees working in service
jobs. Despite an understanding of the negative outcomes of customer incivility (eg, burnout …

Service employees can experience considerable resource demands from customers and
supervisors in their day-to-day work. Guided by the conservation of resources (COR) …

This research delineates and empirically tests how regulatory depletion may affect high-
stress employees' service performance on different types of job tasks. Using a laboratory …

The present study examines the effect of service employees' job insecurity on job
performance through emotional exhaustion. We identified workplace incivility (ie, coworker …

In this study, we examine frontline employees in a multifoci approach for clarifying
relationships between social stressors caused by supervisors, colleagues and customers …

The customer is not always right, but he or she is always the customer. Building on the
cognitive appraisal theory, a multilevel design was adopted to examine how customer …

This study investigates the structural relationships among customer-related social stressors
(disproportionate customer expectation, ambiguous customer expectation, disliked …