Incivility has been identified as a prevalent and crucial issue in workplaces and one that may
be associated with detrimental effects on employees and organizational outcomes, such as …

Although workplace incivility has received increasing attention in organizational research
over the past two decades, there have been recurring questions about its construct validity …

Chatbots have become common in digital customer service contexts across many industries.
While many companies choose to humanize their customer service chatbots (eg, giving …

In this study, we propose and examine an integrative framework to investigate factors
contributing to the experience of workplace incivility (including victim demography …

Organizations are increasingly relying on service robots to improve efficiency, but these
robots often make mistakes, which can aggravate customers and negatively affect …

The dark side of customer behavior has been receiving increasing attention in the business
and management literature in recent years. Scholars have used various terminologies to …

Emotional labor has been an area of burgeoning research interest in occupational health
psychology in recent years. Emotional labor was conceptualized in the early 1980s by …

A growing body of research explores workplace incivility, defined as low‐intensity deviant
workplace behavior with an ambiguous intent to harm. In the 15 years since the theoretical …

Incivility refers to rude, condescending, and ostracizing acts that violate workplace norms of
respect, but otherwise appear mundane. Organizations sometimes dismiss these routine …

Purpose This empirical study explored how coworker incivility and customer incivility affect
the work engagement and job performance of frontline employees. Design/methodology …