How rude! Emotional labor as a mediator between customer incivility and employee outcomes

Journal of Occupational Health Psychology

Volumn 15, Issue 4, 2010, Pages 468-481

  Sliter, Michael ^a   Jex, Steve ^a   Wolford, Katherine ^a   McInnerney, Joanne ^b  

^a BOWLING GREEN STATE UNIVERSITY   (United States)

^b Novelis   (United States)

Author keywords

Customer incivility; Emotional exhaustion; Emotional labor; Service performance; Workplace mistreatment

Indexed keywords

ADULT; ARTICLE; EMOTIONAL STRESS; EMPLOYEE ATTITUDE; FEMALE; HUMAN; HUMAN RELATION; JOB STRESS; MALE; PERFORMANCE; PRIORITY JOURNAL;

ADULT; BURNOUT, PROFESSIONAL; COMMERCE; CONSUMER SATISFACTION; DATA COLLECTION; FEMALE; HOSTILITY; HUMANS; INTERPERSONAL RELATIONS; MALE; MIDDLE AGED; MIDWESTERN UNITED STATES; STRESS, PSYCHOLOGICAL; YOUNG ADULT;

EID: 78549270775     PISSN: 10768998     EISSN: None     Source Type: Journal    
DOI: 10.1037/a0020723     Document Type: Article

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