作者：Walker, David D.; van Jaarsveld, Danielle D.; Skarlicki, Daniel P.
作者单位：University of British Columbia; University of British Columbia Okanagan; University of British Columbia
摘要：Incivility between customers and employees is common in many service organizations. These encounters can have negative outcomes for employees, customers, and the organization. To date, researchers have tended to study incivility as an aggregated and accumulated phenomenon (entity perspective). In the present study, we examined incivility as it occurs during a specific service encounter (event perspective) alongside the entity perspective. Using a mixed-method multilevel field study of customer...
