LAUSR

Abstract In light of an overemphasis of entity customer incivility in previous research, theoretical and methodological knowledge of the interplay of entity and event customer incivility in a multilevel framework of this study deepens the conceptual digging of the customer incivility literature. This study is also among the first to demonstrate a complete Multilevel Confirmatory Factor Analysis (MCFA) procedure examining the multilevel psychometric properties of customer incivility. It was found that the psychometric quality of the customer incivility scale differed across levels of analysis. The scale was more psychometrically sound at the between-employee level than at the within-employee level. The findings have important implications for hospitality practitioners in developing specified business practices for managing customer incivility in the context of different organizational hierarchies.