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 …

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

Experiencing uncivil customers is a frequent reality for many people working in the service
industry. Past research has established that dealing with uncivil customers can be …

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 mistreatment is a daily experience of service employees which has more severe
outcomes than co-worker or supervisor mistreatment. The chapter reviews the causes and …

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 …

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 …

With increasing market competitiveness, companies strive to deliver high-quality services.
Negative reactions from employees to customer mistreatment erodes the quality of the …

Purpose–The purpose of this paper is to examine the relationship between customer
mistreatment and employee retaliation. The moderating effect of employee psychological …

Purpose Customer incivility is a key phenomenon with various harmful consequences for
businesses, particularly in the food and beverage industry. This study investigated the …