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Customer incivility and emotional labor: the mediating role of dualistic work passion and the moderating role of conscientiousness
Customer incivility is common in service-oriented organizations, possibly having a detrimental effect on the jobs of employees who experience it....
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Does person-job fit buffer employees from rumination about customer incivility?
Despite much research into the conditions that counteract the detrimental effect of CI on service employees, cognitive processes explaining such...
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Incivility Begets Incivility: Understanding the Relationship Between Experienced and Enacted Incivility with Customers Over Time
Workplace incivility, characterized by low-intensity, ambiguous, and rude interpersonal interactions, is typically conceptualized with an...
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How Supervisor Incivility Begets Employee Silence: The Role of Trust in Supervisor and Perceived Organizational Support
Despite the extensive literature on the effects of workplace incivility on employees’ affective, attitudinal, cognitive, and active behavioral...
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Mind your language! how and when victims of email incivility from colleagues experience work-life conflict and emotional exhaustion
Recent years have seen an increase in the use of email for work-related matters. Although it represents a convenient way to communicate, it can...
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Resisting Delegation: the Influence of Incivility and Developmental Tasks on Commitment to the Supervisor and Delegation Resistance
Despite the prevailing positive view of leader delegation, subordinates are sometimes reluctant to fulfill a delegation request. We propose that...
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Examining the Relationship between Experienced Workplace Incivility and Aggressive Driving Behaviors on the Work-to-Home Commute
Aggressive driving behaviors have been gaining in notoriety in recent years, with US drivers identifying aggressive driving as a serious problem....
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I do not want to smile! A response to customer mistreatment
Building upon social exchange theory and personality models, this study aimed to examine why and to what extent experiencing customer incivility...
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Abuse from Organizational Outsiders: Customer Aggression and Incivility
Customer mistreatment is a daily experience of service employees which has more severe outcomes than co-worker or supervisor mistreatment. The...
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Willingness to Recommend: Does Workplace Incivility Actually Play a Role?
To prevent workplace incivility, scholars encourage organizations to use reference checks to help eliminate uncivil applicants. However, under...
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Do Frontline Employees Cope Effectively with Abusive Supervision and Customer Incivility? Testing the Effect of Employee Resilience
This paper examines multiple workplace interpersonal stressors experienced by frontline employees. Drawing upon conservation of resources theory, we...
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Unfriendly customer behaviors and employees’ psychological capital: the role of health symptoms and positive humor events
This study examined the indirect effect and moderators that may explain the link between unfriendly customer behaviors and workers’ psychological...
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Development and Validation of the Perceived Introversion Mistreatment Scale
Perceived introversion mistreatment (PIM) has been discussed extensively in the popular press and online community, but has yet to be studied...
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Workplace mistreatment and emotional labor: A latent profile analysis
By adopting a person-centered approach, this research explored emotional labor latent profiles based on employees’ levels of surface acting and deep...
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Understanding passenger hostility in transit: a systematic review
Passenger hostility is commonplace in the transit industry. However, research investigating this job stressor is limited in both scope and quality....
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Cyberaggression in Work-Related Email: Nomological Network and Links to Victims’ Counterproductive Work Behavior
Due to the ubiquitous nature of email communication, the use of the medium as a tool for aggression (termed cyberaggression) creates unique...
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How (if at All) do Perceptions of Supervisor’s Listening Differ from General Relationship Quality?: Psychometric Analysis
Employees who perceive their supervisors to listen well enjoy multiple benefits, including enhanced well-being. However, concerns regarding the...
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Competence-Questioning Communication and Gender: Exploring Mansplaining, Ignoring, and Interruption Behaviors
Competence-questioning communication at work has been described as gender-linked (e.g., mansplaining) and as impacting the way women perceive and...
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Abuse from Organizational Outsiders: Customer Aggression and Incivility
Customer mistreatment is a daily experience of service employees which has more severe outcomes than co-worker or supervisor mistreatment. The...
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How does perceived corporate social responsibility affect job performance during the COVID-19 pandemic? The roles of resilience and help exchange dynamics
Our research assessed the mediating relationship between the perceptions of corporate social responsibility (CSR) of employees, resilience and job...
