Ni, Dan; Yang, Mengxi; Luo, Senhan; Chen, Wansi - In: Journal of business research : JBR 177 (2024), pp. 1-14
Drawing on moral self-regulatory theory, this study uses the experience sampling method to examine how and when employees, as third parties, react to coworker incivility towards customers. Data from 246 front-line employees in China showed that coworker incivility towards customers was...