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

Purpose–The purpose of this paper is to examine how customer incivility affects service
employees' emotional labor (ie surface acting) and the way surface acting augments their …

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

Although some research has suggested that customer mistreatment results in employees'
negative behavioral responses, other research has also sought to explore prosocial …

Recent research has uncovered the debilitating effects that customers' unfair treatment of
service workers has for both employees and their employers. These studies have largely …

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 …

This study contributes to the constantly accumulating evidence on the effects of customer
incivility (CI) on service employee exhaustion. Previous research has demonstrated that …

Taking emotion and resource perspectives, we examined the daily relationship between
customers' mistreatment of employees and employee sabotage of customers, as well as …

Research has primarily examined supervisors and coworkers as sources of unfair
interpersonal treatment (ie, interactional injustice) in the workplace. Unfair treatment …

Purpose The purpose of this paper is to examine the spillover effects of coworker incivility on
customer-directed counterproductive work behavior (CWB) and how emotional exhaustion …