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 …

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 …

Purpose Frontline service employees (FSEs) face high demands of emotional labor when
dealing with difficult, and sometimes even uncivil, customer behavior while attempting to …

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

Frontline employees (FLEs) often face customer incivility—rude or demeaning remarks,
verbal aggression, or hostile gestures. Although incivility from customers is rising at an …

Service interactions run a gamut from an instrumental self-focus to full social appreciation.
Observing another customer's incivility toward a frontline employee can emphasize social …

This study expands upon previous literature that focused on examining the impact of
managers' incivility towards their employees and the effects on employee behavior 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 …

Drawing on reciprocity, revenge, and retaliation theories, we examined a three-way
interaction effect of customer incivility, turnover intentions and employee empowerment on …