Tit for tat or good for evil? Linking customer incivility, hostility, guilt, and employee behaviors
The existing literature overemphasizes the negative effects of customer incivility on service employees. However, the positive effects of customer incivility on employee behavior are rarely mentioned. Drawing on affective events theory and attribution theory, we used a moderated dual-mediator causal...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Frontiers Media S.A.
2023-01-01
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| Series: | Frontiers in Psychology |
| Subjects: | |
| Online Access: | https://www.frontiersin.org/articles/10.3389/fpsyg.2022.1053145/full |