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Retricted access

Research article

First published 2019-1

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

Haemi Kim, Hailin Qu

Journal of Hospitality & Tourism Research

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Research article

First published 2023-11

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

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Research article

First published 2010-11

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

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Review article

First published 2019-02-07

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

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Research article

First published 2021-8

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 access

Research article

First 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

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Research article

First published 2023-5

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

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Research article

First published 2023-4

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

Adil Zahoor, Mushtaq Ahmad Siddiqi

Vision: The Journal of Business Perspective

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Research article

First published 2026-4

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

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Research article

First published 2011-8

It’s Unfair

Christine Porath, Deborah MacInnis, Valerie S. Folkes

Journal of Service Research

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