… We propose that transformational leadership influences both the primary and secondary …
of customer incivility by (1) fostering employees' ability to perceive customer incivility as a …

… Several studies have confirmed that customer incivility … of higher or lower customer
incivility may weaken or strengthen … This study tests whether customer incivility serves as a …

… This research examines group-level perceptions of transformational leadership (TFL) as …
work overload) acts of incivility at work. Witnessing workplace incivility was also postulated to …

… supervisor leadership style can mitigate the depleting effects of these two forms of customer
incivility … Findings demonstrate that FLEs' responses to customer incivility episodes remain …

… Emotional labour as a mediator between customer incivility and employee outcomes. Journal
of Occupational Health Psychology, 15(4), 468-481. Swap, W., Leonard, D., Shields, M., & …

… As cyber incivility increases, customer satisfaction for … reported that transformational leadership
and cyber incivility are … because if there is positive leadership, the organization’s culture …

… In the first survey (at Time 1), nurses rated customer incivility, servant leadership, and two
of the control variables in the study (ie transformational leadership and neuroticism). In the …

… Firstly, in the paradigm of the transformational leadership, passive leadership exists on
the negative ends of the active-passive and effective-ineffective scales, with the belief that as …

… to mediate the effect of customer incivility on customer problem-solving … customer incivility
on burnout. The present study explicitly aims to investigate (a) the effect of customer incivility …

… that transformational leaders can curb incivility by developing and demonstrating ethical
behaviors. Transformational leaders can do manage incivility by engaging employees in a …