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

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 research examines the effects of customer incivility and manager procedural and
emotional support on employee psychological well-being (PWB) and work quality-of-life …

Because of the large number of people employed in service occupations, customer incivility
has become an increasingly prevalent and important workplace stressor. Unfortunately …

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 …

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

Incivility between customers and employees is common in many service organizations.
These encounters can have negative outcomes for employees, customers, and the …

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 …