Search results: Sage Journals

Restricted accessResearch articleFirst published January, 2019

The Effects of Experienced Customer Incivility on Employees’ Behavior Toward Customers and Coworkers

Haemi Kim, Hailin Qu

Journal of Hospitality & Tourism Research

Restricted accessResearch articleFirst published November, 2023

Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers

Omid Kamran-Disfani, Ramin Bagherzadeh, Ashok Bhattarai [...]

Journal of Service Research

Restricted accessResearch articleFirst published November, 2010

The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility

Danielle D. van Jaarsveld, David D. Walker, Daniel P. Skarlicki

Journal of Management

Restricted accessReview articleFirst published February 7, 2019

The impact of customer incivility and verbal aggression on service providers: A systematic review

Valentina Sommovigo, Ilaria Setti, Piergiorgio Argentero [...]

WORK: A Journal of Prevention,Assessment & Rehabilitation

Restricted accessResearch articleFirst published August, 2021

When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees

Yumeng Yue, Helena Nguyen, Markus Groth [...]

Journal of Service Research

Open accessResearch articleFirst published 2025

Impact of employees’ self-related constructs on job satisfaction and perspective-taking intention: Customer incivility as a moderator

Hasnain Bashir, Johra Kayeser Fatima, Raechel Johns

Journal of General Management

Restricted accessResearch articleFirst published May, 2023

Supervisor and customer incivility as moderators of the relationship between job insecurity and work engagement: Evidence from a new context

Fabian O Ugwu, Ike E Onyishi, Lawrence E Ugwu [...]

Economic and Industrial Democracy

Restricted accessResearch articleFirst published April, 2023

Customer Incivility and Service Recovery Performance: Job Crafting as a Buffer

Adil Zahoor, Mushtaq Ahmad Siddiqi

Vision: The Journal of Business Perspective

Restricted accessResearch articleFirst published April, 2026

Navigating workplace incivility: Exploring turnover intention with resilience and affective commitment as shields in Pakistan and Malaysia

Nabeel Rehman, Arooj Azhar, Muhammad Umair Javaid

Tourism and Hospitality Research

Restricted accessResearch articleFirst published August, 2011

It’s Unfair

Christine Porath, Deborah MacInnis, Valerie S. Folkes

Journal of Service Research

Restricted accessResearch articleFirst published January, 2019

The Effects of Experienced Customer Incivility on Employees’ Behavior Toward Customers and Coworkers

Haemi Kim, Hailin Qu

Journal of Hospitality & Tourism Research

Restricted accessResearch articleFirst published November, 2023

Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers

Omid Kamran-Disfani, Ramin Bagherzadeh, Ashok Bhattarai [...]

Journal of Service Research

Restricted accessResearch articleFirst published November, 2010

The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility

Danielle D. van Jaarsveld, David D. Walker, Daniel P. Skarlicki

Journal of Management

Restricted accessReview articleFirst published February 7, 2019

The impact of customer incivility and verbal aggression on service providers: A systematic review

Valentina Sommovigo, Ilaria Setti, Piergiorgio Argentero [...]

WORK: A Journal of Prevention,Assessment & Rehabilitation

Restricted accessResearch articleFirst published August, 2021

When Heroes and Villains Are Victims: How Different Withdrawal Strategies Moderate the Depleting Effects of Customer Incivility on Frontline Employees

Yumeng Yue, Helena Nguyen, Markus Groth [...]

Journal of Service Research

Open accessResearch articleFirst published 2025

Impact of employees’ self-related constructs on job satisfaction and perspective-taking intention: Customer incivility as a moderator

Hasnain Bashir, Johra Kayeser Fatima, Raechel Johns

Journal of General Management

Restricted accessResearch articleFirst published May, 2023

Supervisor and customer incivility as moderators of the relationship between job insecurity and work engagement: Evidence from a new context

Fabian O Ugwu, Ike E Onyishi, Lawrence E Ugwu [...]

Economic and Industrial Democracy

Restricted accessResearch articleFirst published April, 2023

Customer Incivility and Service Recovery Performance: Job Crafting as a Buffer

Adil Zahoor, Mushtaq Ahmad Siddiqi

Vision: The Journal of Business Perspective

Restricted accessResearch articleFirst published April, 2026

Navigating workplace incivility: Exploring turnover intention with resilience and affective commitment as shields in Pakistan and Malaysia

Nabeel Rehman, Arooj Azhar, Muhammad Umair Javaid

Tourism and Hospitality Research

Restricted accessResearch articleFirst published August, 2011

It’s Unfair

Christine Porath, Deborah MacInnis, Valerie S. Folkes

Journal of Service Research