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When observers of customer incivility revisit the restaurant: roles of relationship closeness and norms
16 references·1 citing·52 second hop
When observers of customer incivility revisit the restaurant: roles of relationship closeness and norms (2022)When observers of customer incivility rev…The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention (2015)The relationship between cust…Third parties’ reactions to the abusive supervision of coworkers. (2014)Third parties’ reactions to t…The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility (2010)The Role of Job Demands and E…Customer-to-Customer Interactions: Broadening the Scope of Word of Mouth Research (2010)Customer-to-Customer Interact…The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels (2008)The effects of perceived just…Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. (2007)Verbal abuse from outsiders v…Aggression in the Workplace: A Social-Psychological Perspective. (2006)Aggression in the Workplace: …The Effects of Brand Relationship Norms on Consumer Attitudes and Behavior (2004)The Effects of Brand Relation…Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies (2003)Consumer–Company Identificati…On the dimensionality of organizational justice: A construct validation of a measure. (2001)On the dimensionality of orga…Tit for Tat? The Spiraling Effect of Incivility in the Workplace (1999)Tit for Tat? The Spiraling Ef…Consumers and Their Brands: Developing Relationship Theory in Consumer Research (1998)Consumers and Their Brands: D…The Difference between Communal and Exchange Relationships: What it is and is Not (1993)The Difference between Commun…Inclusion of Other in the Self Scale and the structure of interpersonal closeness. (1992)Inclusion of Other in the Sel…A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)A Role Theory Perspective on …Script processing in attitude formation and decision making. (1976)Script processing in attitude…Customer mistreatment and unethical pro-organizational behavior: a daily diary study examining the roles of status threat (2023)Customer mistreatment and une…Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives (1999)A Meta-Analysis of Organizational Complaint Handling and Customer Responses (2010)Consumer behaviour in tourism: Concepts, influences and opportunities (2013)New consumer behavior: A review of research on eWOM and hotels (2013)The psychology of interpersonal relations. 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References

  • 1998Consumers and Their Brands: Developing Relationship Theory in Consumer Research7,540 cited
  • 2001On the dimensionality of organizational justice: A construct validation of a measure.5,743 cited
  • 1992Inclusion of Other in the Self Scale and the structure of interpersonal closeness.5,151 cited
  • 2003Consumer–Company Identification: A Framework for Understanding Consumers’ Relationships with Companies3,330 cited
  • 1999Tit for Tat? The Spiraling Effect of Incivility in the Workplace3,267 cited
  • 1985A Role Theory Perspective on Dyadic Interactions: The Service Encounter2,003 cited
  • 2004The Effects of Brand Relationship Norms on Consumer Attitudes and Behavior1,069 cited
  • 1993The Difference between Communal and Exchange Relationships: What it is and is Not911 cited
  • 1976Script processing in attitude formation and decision making.694 cited
  • 2008The effects of perceived justice on recovery satisfaction, trust, word-of-mouth, and revisit intention in upscale hotels637 cited
  • 2010Customer-to-Customer Interactions: Broadening the Scope of Word of Mouth Research610 cited
  • 2010The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility511 cited
  • 2007Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor.479 cited

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2015
The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention
413 cited
  • 2014Third parties’ reactions to the abusive supervision of coworkers.337 cited
  • 2006Aggression in the Workplace: A Social-Psychological Perspective.305 cited
  • Cited by

    • 2023Customer mistreatment and unethical pro-organizational behavior: a daily diary study examining the roles of status threat24 cited