A qualitative and quantitative examination of the antecedents of customer incivility.

No abstract is available for this paper.

• Publication year

  2016

• Venue

  Journal of Occupational Health Psychology

• Publication date

  2016-04-01

• Fields of study

  Medicine, Business, Psychology

• Identifiers
  DOI 10.1037/a0039897PMID 26641484
• External record

  Open on Semantic Scholar

• Source metadata

  Semantic Scholar, PubMed

• No claims are published for this paper.

• No concepts are published for this paper.

• It happened, or you thought it happened? Examining the perception of workplace incivility based on personality characteristics.

  2015cited by this paper
• Exploring the effects of individual customer incivility encounters on employee incivility: the moderating roles of entity (in)civility and negative affectivity.

  2014cited by this paper
• Selective Incivility as Modern Discrimination in Organizations

  2013cited by this paper
• The development and validation of the Incivility from Customers Scale.

  2013cited by this paper
• The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance

  2012cited by this paper
• The Effects of Demand Characteristics on Research Participant Behaviours in Non-Laboratory Settings: A Systematic Review

  2012cited by this paper
• Do other-reports of counterproductive work behavior provide an incremental contribution over self-reports? A meta-analytic comparison.

  2012cited by this paper
• Stress and performance: do service orientation and emotional energy moderate the relationship?

  2012cited by this paper
• Coworker incivility and incivility targets' work effort and counterproductive work behaviors: the moderating role of supervisor social support.

  2012cited by this paper
• Effects of customer entitlement on service workers' physical and psychological well-being: a study of waitstaff employees.

  2011cited by this paper
• Supervisor and Coworker Incivility: Testing the Work Frustration-Aggression Model

  2011cited by this paper
• The differential effects of interpersonal conflict from customers and coworkers: trait anger as a moderator.

  2011cited by this paper
• The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility

  2010cited by this paper
• How rude! Emotional labor as a mediator between customer incivility and employee outcomes.

  2010cited by this paper
• Investigating individual differences among targets of workplace incivility.

  2009cited by this paper
• Do Frontline Mechanisms Matter? Impact of Quality and Productivity Orientations on Unit Revenue, Efficiency, and Customer Satisfaction

  2008cited by this paper
• Verbal abuse from outsiders versus insiders: comparing frequency, impact on emotional exhaustion, and the role of emotional labor.

  2007cited by this paper
• The role of performance feedback in the self-assessment of competence: a research study with nursing clinicians.

  2006cited by this paper
• On the nature, consequences and remedies of workplace incivility: No time for “nice”? Think again

  2005cited by this paper
• A MULTILEVEL INVESTIGATION OF FACTORS INFLUENCING EMPLOYEE SERVICE PERFORMANCE AND CUSTOMER OUTCOMES

  2004cited by this paper
• Customer-related social stressors and burnout.

  2004cited by this paper
• The customer is not always right: customer aggression and emotion regulation of service employees

  2004cited by this paper
• Jaycustomer behavior: an exploration of types and motives in the hospitality industry

  2004cited by this paper
• Emotion regulation in customer service roles: testing a model of emotional labor.

  2003cited by this paper
• Common method biases in behavioral research: a critical review of the literature and recommended remedies.

  2003cited by this paper
• Aggressive Behavior of Passengers, Conflict Management Behavior, and Burnout Among Trolley Car Drivers

  2002cited by this paper
• Incivility in the workplace: incidence and impact.

  2001cited by this paper
• Assessing and attacking workplace incivility

  2000cited by this paper
• Predicting workplace victim status from personality

  2000cited by this paper
• Atmospheric Effects on Shopping Behavior: A Review of the Experimental Evidence

  2000cited by this paper
• Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments

  2000cited by this paper
• A Model of Customer Satisfaction with Service Encounters Involving Failure and Recovery

  1999cited by this paper
• Qualitative Research Methods: A Health Focus

  1999cited by this paper
• Tit for Tat? The Spiraling Effect of Incivility in the Workplace

  1999cited by this paper
• A model of work frustration–aggression

  1999cited by this paper
• How disconfirmation, perception and actual waiting times impact customer satisfaction

  1998cited by this paper
• The management of customer-contact service employees: An empirical investigation.

  1996cited by this paper
• LINKING EMPLOYEE PERCEPTIONS OF SERVICE CLIMATE TO CUSTOMER SATISFACTION

  1996cited by this paper
• Longitudinal studies in organizational stress research: a review of the literature with reference to methodological issues.

  1996cited by this paper
• The effect of the servicescape on customers’ behavioral intentions in leisure service settings

  1996cited by this paper
• Interpersonal conflict as a predictor of work disability: a follow-up study of 15,348 Finnish employees.

  1996cited by this paper
• Service Orientation of Restaurant Employees

  1990cited by this paper
• A role theory perspective on dyadic interactions: The service encounter.

  1985cited by this paper
• Frustration and aggression

  1939cited by this paper

• Exploring Customer Incivility in the Service Sector: A Systematic Review and Roadmap for Future Research

  2026cites this paper
• Do switching costs buffer the effects of pre-recovery negative emotions on customers’ personal interaction with employees?

  2025cites this paper
• Guests' Value Co‐Creation Behavior in Airbnb: The Role of Light Triad Personality, Perspective‐Taking, and Host Incivility

  2025cites this paper
• Crafting a proactive civility climate: enhancing customer civility impacts employee performance through the moderating role of job coaching

  2025cites this paper
• Beyond the chaos: how crowded exhibitions shape customer politeness and service interactions

  2025cites this paper
• Value co-destruction behavior in peer-to-peer accommodation: evidence of dark triad, moral disengagement, and host incivility

  2025cites this paper
• Service failure attributions and customer incivility intention: role of anger and mindfulness

  2025cites this paper
• How and when does customer mistreatment occur? Testing the predictive effect of future focus through construal-level theory

  2025cites this paper
• From laughter to order: Examining how and when employee humor mitigates customer mistreatment

  2025cites this paper
• The buffering role of collective mindfulness in customer incivility and service sabotage: a multilevel study of Indian banks

  2024cites this paper
• The Impact of Lecturer Incivility on Student Academic Performance and the Role of Social Support in Vietnamese Higher Education

  2024cites this paper
• Does Self-Efficacy Moderate the Effect of Customer Incivility on Work Engagement?

  2024cites this paper
• Effect of Citizen Incivility on Self-Sacrifice of Public Service Motivation and Turnover Intention of Street-Level Bureaucrats: Mediating Effect of Emotional Exhaustion

  2024influential citation
• The role of social support on frontline employees’ revenge motivation in customer incivility: a case study of the banking industry in an emerging market

  2024cites this paper
• Influence of meaningfulness of work and leadership characteristics on customer-directed counterproductive work behavior resulting from customer mistreatment

  2024cites this paper
• Can corporate social responsibility reduce customer mistreatment? A contingent dual‐process model

  2024cites this paper
• Customer incivility's antecedents and outcomes: a case study of Vietnamese restaurants and hotels

  2024cites this paper
• Ảnh hưởng của sự khiếm từ khách hàng lên hiệu suất dịch vụ ngành ngân hàng Việt Nam: Vai trò trung gian của kiệt quệ cảm xúc và động lực trả thù của nhân viên

  2024cites this paper
• Their bad experiences make me think twice: Customer‐to‐colleague incivility, self‐reflection, and improved service delivery

  2024cites this paper
• Conceptualizing employees' behavioral pattern changes by experiencing customer mistreatment: Integrating moral self‐regulation and dual process model perspectives

  2024cites this paper
• Unraveling the impact of customer mistreatment on highway toll collectors’ turnover intentions: the roles of stress symptoms, affective commitment, and neuroticism

  2024cites this paper
• Predicting frontline employees' emotional labor after suffering customer incivility: A job passion perspective.

  2024cites this paper
• Employees’ Reactions to a Citizen Incivility Climate: A Multilevel Multisource Study

  2023cites this paper
• Employee workplace wellbeing amid disruptions

  2023cites this paper
• Customer incivility: cause and effect in the food and beverage industry in Vietnam

  2023cites this paper
• To complain or not to complain: Management responses as a moderator in the relationship between workplace incivility and workplace outcomes among Australia and singaporean targets

  2023cites this paper
• Kick me while I’m down: Modeling employee differences of the impact of workplace incivility on employees' health and wellbeing

  2023cites this paper
• The Impact of Customer Incivility on Employee Cheating Behavior: An Explanation of Conservation of Resources Theory

  2023cites this paper
• Do morally disengaged employees withdraw from customer-oriented citizenship behavior in response to customers’ uncivil behavior?

  2023cites this paper
• A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework

  2023cites this paper
• Supervisor incivility and frontline employees’ performance amid the COVID-19 pandemic: A multilevel moderated mediation analysis

  2023cites this paper
• How customer incivility affects service-sector employees: A systematic literature review and a bibliometric analysis

  2023cites this paper
• The high costs of outsourcing: Vendor errors, customer mistreatment, and well‐being in call centers

  2023cites this paper
• Impact of customer incivility on restaurant employee stress spread and turnover: COVID-19 vaccination mandate

  2023cites this paper
• Why can customer incivility be contagious in the service context? A resource scarcity perspective

  2023cites this paper
• The role of supervisor support for dealing with customer verbal aggression. Differences between ethnic minority and ethnic majority workers

  2022influential citation
• How are career adaptable and customer oriented employees treated? Examining career-situated factors that reduce customer mistreatment

  2022cites this paper
• The antecedents of customer mistreatment: a meta-analytic review

  2022cites this paper
• The effects of customer incivility and employee incivility on depersonalization: The mediation effect of forgiveness

  2022cites this paper
• Dysfunctional customer behavior influences on employees’ emotional labor: The moderating roles of customer orientation and perceived organizational support

  2022cites this paper
• The forms and antecedents of customer misbehaviour: a bibliometric analysis and qualitative research from Asian emerging country perspective

  2022cites this paper
• Labor shortage: a critical reflection and a call for industry-academia collaboration

  2022cites this paper
• Abuse from Organizational Outsiders: Customer Aggression and Incivility

  2021cites this paper
• Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective

  2021cites this paper
• Structural Review of Customer Incivility and Social Competences of Frontline Employees for Prevention and Mitigation

  2021influential citation
• The Effect of Customer Uncivil Behavior on Counterproductive Work Behavior and Quit Intention of Airlines’ Frontline Employees: Emotional Intelligence as a Moderator

  2021cites this paper
• Emotional Intelligence Mitigates the Effects of Customer Incivility on Surface Acting and Exhaustion in Service Occupations: A Moderated Mediation Model

  2021cites this paper
• How do mistreated high‐status service providers compensate?

  2021cites this paper
• An "I" for an "I": A systematic review and meta-analysis of instigated and reciprocal incivility.

  2021cites this paper
• Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate

  2020cites this paper
• Frontline employee age and customer mistreatment: a meta-analysis

  2020cites this paper
• Personality trait determinants of frontline employee customer orientation and job performance: a Russian study

  2020cites this paper
• Customer incivility, rapport and tipping: the moderating role of agreeableness

  2020cites this paper
• Effects of employee personality on the relationships between experienced incivility, emotional exhaustion, and perpetrated incivility.

  2020cites this paper
• Do you only have yourself to blame? A meta‐analytic test of the victim precipitation model

  2020cites this paper
• Investigating employees’ emotional and cognitive reactions to customer mistreatment: an experimental study

  2020cites this paper
• Service employees’ personality, customer orientation and customer incivility

  2020cites this paper
• The impact of heavy nurse workload and patient/family complaints on workplace violence: An application of human factors framework

  2020cites this paper
• Meta-analytic five-factor model personality intercorrelations: Eeny, meeny, miney, moe, how, which, why, and where to go.

  2020cites this paper
• The Perils of Laundering Control through Customers: A Study of Control and Resistance in the Ride-hail Industry

  2020cites this paper
• An Integrative Model and Meta-Analysis of Experienced Incivility and its Correlates

  2019cites this paper
• The impact of customer incivility on employees’ family undermining: a conservation of resources perspective

  2019cites this paper
• Employee reactions to user incivility in academic libraries

  2019cites this paper
• Returning good for evil: A study of customer incivility and extra-role customer service

  2019cites this paper
• A conceptual and methodological investigation of a multilevel model of customer incivility

  2019cites this paper
• Beyond Tit-for-Tat: Theorizing Divergent Employee Reactions to Customer Mistreatment

  2019cites this paper
• The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance

  2019cites this paper
• The impact of customer incivility and verbal aggression on service providers: A systematic review

  2019influential citation
• The Spillover Effect of Customer Mistreatment on Frontline Employees’ Subsequent Performance

  2018cites this paper
• Momentary Effects of Customer Incivility and Effectiveness of Emotion-Focused Coping Strategies

  2018cites this paper
• Researching Rudeness: The Past, Present, and Future of the Science of Incivility

  2017cites this paper
• Subtle Discrimination in the Service Sector

  2017cites this paper
• View From the Trenches: Practitioners’ Perspectives on Key Issues and Opportunities in Low-Wage and Frontline Jobs

  2016cites this paper
• Customer mistreatment and employees’ coping strategies: A Meta-SEM analysis

  year unknowncites this paper