This study aimed to examine the relationships between ethical leadership behavior, ethical work climate, employee job performance, and customer service quality. The impact of ethical leadership on three types of ethical climates-egoist, benevolent, and principled-, employee job performance, and...

Incivility among employees in frontline encounters is prevalent, but little is known about its impact on customers’ ethics-related perceptions and behaviors. Drawing upon the stimulus-organism-response paradigm, this study examines how witnessing incivility among employees can serve as a...