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Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry

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References

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2000Interpersonal conflict at work and psychological outcomes: Testing a model among young workers.

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499 cited

2008Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage.479 cited

2002Repercussions of promoting an ideology of consumption: consumer misbehavior428 cited

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2018The Effects of Experienced Customer Incivility on Employees’ Behavior Toward Customers and Coworkers157 cited
2020Does customer incivility undermine employees’ service performance?142 cited
2018Transformational leadership and service recovery performance: The mediating effect of emotional labor and the influence of culture141 cited
2019Deviance, deviant behaviour and hospitality management: Sources, forms and drivers132 cited
2020The effects of tourist incivility, job stress and job satisfaction on tourist guides' vocational commitment39 cited
2023The effect of customer incivility on employees' work effort and intention to quit: Mediating role of job satisfaction33 cited
2023Abusive supervision and deviance behaviors in the hospitality industry: The role of intrinsic motivation and core self-evaluation33 cited
2022When observers of customer incivility revisit the restaurant: roles of relationship closeness and norms29 cited
2023Vulnerability on the frontline: systematic review and meta-analysis of frontline employee vulnerability28 cited
2021From angels to demons: Uncovering the relationships between tipping, social dignity, OCB and incivility intentions27 cited
2025Value co-destruction behavior in peer-to-peer accommodation: evidence of dark triad, moral disengagement, and host incivility13 cited