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 …

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 …

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 …

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

BACKGROUND: Working in direct contact with the public may involve psycho-social hazards
for employees who are frequently exposed to rude or verbally aggressive customers …

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 …

Withdrawal from work by frontline employees (FLEs) is generally perceived by managers as
counterproductive or anti-service behavior. However, there may be detrimental effects of …

Conservation of resources (COR) theory proposes that mistreatment by customers (termed
“customer mistreatment”) can deplete employees' resources, lessen their ability to regulate …

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