… of customer incivility, this study investigates the impact of customer incivility on both in-role
and extra-role performance… the underlying mechanism of performance by introducing negative …

… The results of our multilevel analyses showed that customer incivility … customer incivility
has on service performance, we can help service firms manage their employees' daily service …

… First, this study reveals that among the three dimensions of workplace incivility, customer
incivility has the strongest power to increase employees’ emotional exhaustion. Leiter and …

… Customer orientation was directly and positively associated with service recovery performance…
by variations in service recovery performance across customer incivility levels. Within the …

… in worker perceptions, customer reasons and … service providers in response to customer
incivility and verbal aggression; 3) effects of customer incivility and verbal aggression on service …

… situational factors such as customer incivility and service scripts will be important … customers
and supervisors have a strong impact on service employees' attitudes and job performance (…

… of customer incivility and its impact on employees’ performance outcomes in the service
sector… existing literature of customer incivility and its consequences for service sector employees …

… this study regarding a customer incivility–job performance path coefficient was not … customer
incivility, most frontline employees in tourist hotels attempted to accommodate the customers…

… the process through which customer incivility affects service performance via conflict-solving …
the detrimental effect of customer incivility on service performance by taking a contingency …

… in incivility. Following the exploratory study, we will attempt to link these newly identified
antecedents of customer incivility to reports of customer incivility from service representatives in …