This study explores a chain mediating model examining how employees' emotional
exhaustion and job satisfaction mediate the relationship between customer incivility and …

Job insecurity is a ubiquitous threat that has been linked to a number of undesirable
emotional, cognitive, and behavioral outcomes. Against this backdrop, popular and …

Purpose Customer incivility is commonplace across service industries. Yet, there is little that
is known about how uncivil customers affect employees. The purpose of this study is to …

Past research has demonstrated that everyday disrespect on the job (ie, incivility) is a
stressor that undermines personal and professional wellbeing. However, it remains unclear …

Research on workplace aggression has mainly investigated aggression on the part of
supervisors or colleagues. Within the service context, however, customers constitute an …

This study investigated the role of supervisory emotional support in the relationship between
job/role demand Stressors and emotional exhaustion. The interactive effects of role conflict …

This study examines the links between employee perceptions of job insecurity, the work–
nonwork interface, and stress‐related outcomes. Drawing on an adaptation perspective, we …

In the service industries, customer negative events towards a service provider, such as
unreasonable demands or low-quality interpersonal treatment, might trigger service …

While the service quality literature suggests the importance of courteous service agents, the
emotional labor literature has shown that there are important negative personal …

Purpose This study aims to examine a moderated mediation model that explains how
abusive supervision influences employees' capacity to satisfy customers (via their silence …