A conceptual and methodological investigation of a multilevel model of customer incivility
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DOI: 10.1016/j.ijhm.2019.01.011
Abstract: 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… read more here.
Keywords: multilevel; customer; methodological investigation; customer incivility ... See more keywords
What mitigate and exacerbate the influences of customer incivility on frontline employee extra-role behaviour?
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DOI: 10.1016/j.jhtm.2020.05.005
Abstract: Abstract Customer incivility towards frontline employees (FLEs) is a pervasive dilemma within the hospitality industry that remains a significant concern for managers because of its frequency and the severity of its influence. This study investigated… read more here.
Keywords: extra role; customer incivility; role behaviour; customer ... See more keywords
Customer incivility, rapport and tipping: the moderating role of agreeableness
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DOI: 10.1108/jsm-06-2019-0220
Abstract: Although studies have emphasized the need to explore the negative consequences of customer incivility, scant attention has been paid to positive factors that can mitigate its negative effects on employees’ service performance. The purpose of… read more here.
Keywords: incivility; rapport tipping; customer; customer incivility ... See more keywords
Perceptions of Customer Incivility, Job Satisfaction, Supervisor Support, and Participative Climate: A Multi-Level Approach
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DOI: 10.3389/fpsyg.2021.713953
Abstract: 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 multiple levels that serve as buffers in the face of this… read more here.
Keywords: customer incivility; job satisfaction; customer;