Exploring the effects of individual customer incivility encounters on employee incivility: The moderating roles of entity (in)civility and negative affectivity

Journal of Applied Psychology

Volumn 99, Issue 1, 2014, Pages 151-161

  Walker, David D ^a   van Jaarsveld, Danielle D ^b   Skarlicki, Daniel P ^b  

^a UNIVERSITY OF BRITISH COLUMBIA   (Canada)

^b UNIVERSITY OF BRITISH COLUMBIA   (Canada)

Author keywords

Customer and employee incivility; Customer service; Event and social entity perspectives; Negative affectivity

Indexed keywords

ADULT; AFFECT; COMMERCIAL PHENOMENA; CONSUMER ATTITUDE; EMPLOYMENT; FEMALE; HOSTILITY; HUMAN; HUMAN RELATION; MALE; PHYSIOLOGY; PSYCHOLOGY;

ADULT; AFFECT; COMMERCE; CONSUMER BEHAVIOR; EMPLOYMENT; FEMALE; HOSTILITY; HUMANS; INTERPERSONAL RELATIONS; MALE;

EID: 84892837517     PISSN: 00219010     EISSN: None     Source Type: Journal    
DOI: 10.1037/a0034350     Document Type: Article

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