Customer incivility is widespread in service industries, inevitable as employees offer service
to a broad range of customers from diverse backgrounds. Stress caused by rude customers …

This study extends the growing body of research on customer incivility by examining its
impact on employees' in-role and extra-role service performance in the hospitality industry …

This study investigates the conditions under which service employees can react positively
after encountering customer incivility. Building on the work engagement theory, we …

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 …

Customer incivility is common in service-oriented organizations, possibly having a
detrimental effect on the jobs of employees who experience it. Based on the affective events …

Purpose Prior studies have mainly attributed customer incivility to dispositional
characteristics, whereas little attention has been paid to exploring service employees' role in …

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 …

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 …

Purpose This study aims to investigate the influence of supervisor incivility on employees'
general self-efficacy and engagement and their mediating roles in a relationship between …

Purpose This paper aims to study how the negative spiral of incivility from customers to
employees happens by measuring the mediating effect of employees' burnout. Moreover, it …