Zhan, Xiaojun; Luo, Wenhao; Ding, Hanyu; Zhu, Yanghao; … - In: Journal of Service Theory and Practice 31 (2021) 3, pp. 296-317
Purpose: Prior studies have mainly attributed customer incivility to dispositional characteristics, whereas little attention has been paid to exploring service employees' role in triggering or reducing customer incivility. The purpose of the present study is to propose and test a model in which...