In the service sector, customer-related social stressors may weaken employees' well-being,
impairing job-related outcomes. Drawing on the Conservation of Resources theory and on …

This study explores the impact of customer incivility (CI) on service recovery performance
(SRP) of Indian frontline banking employees with emotional exhaustion (EE) as a mediator …

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 paper examines multiple workplace interpersonal stressors experienced by frontline
employees. Drawing upon conservation of resources theory, we propose that abusive …

The customer incivility literature has primarily focused on emotional exhaustion and burnout
as emotion-focused mediators that channel the effect of customer incivility. Drawing on …

Purpose Drawing on the conservation of resources theory, this study aims to identify the
mediating effects of depersonalization and resilience on the relationship between customer …

Withdrawal from work by frontline employees (FLEs) is generally perceived by managers as
counterproductive or anti-service behavior. However, there may be detrimental effects of …

Perceived customer incivility can be a significant day-to-day demand that affects frontline
service employees' job satisfaction. The current research focuses on job resources on …

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

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