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 …

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

Despite previous studies that examined factors that would help service employees cope with
customer incivility, the role of employee-initiated job strategies has rarely been explored in …

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 …

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 …

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 …

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 …

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 …

Scant research has examined customers as sources of workplace incivility, despite evidence
suggesting that mistreatment is more common from organizational outsiders, including …