The DOI matches its Crossref record; 54 of the 54 references it cites were found in a registry or an index.
How rude! Emotional labor as a mediator between customer incivility and employee outcomes.
Abstract
Because of the large number of people employed in service occupations, customer incivility has become an increasingly prevalent and important workplace stressor. Unfortunately, relatively little research has examined the effects of customer incivility; of the research that does exist, virtually all of it has focused solely on employee mental health outcomes. The present study was designed to replicate previous research linking customer incivility to the emotional exhaustion dimension of burnout and to expand on previous research by examining the effects of customer incivility on customer service quality. In addition, two models were proposed and tested in which emotional labor mediated the relationship between customer incivility and outcomes. Data from 120 bank tellers revealed that customer incivility was positively related to emotional exhaustion and negatively related to customer service performance. In addition, both proposed models were supported. Theoretical and practical implications of the findings and future directions are discussed.
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Cites
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A comparison of methods to test mediation and other intervening variable effects
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A meta-analytic examination of the correlates of the three dimensions of job burnout
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“These findings are consistent with COR theory, as the theory predicts that emotional exhaustion occurs when people do not have adequate emotional resources to meet the demands of interpersonal stressors and/or work demands (Lee & Ashforth, 1996).”
ResultTit for Tat? The Spiraling Effect of Incivility in the Workplace
Andersson, L. M., & Pearson, C. M. (1999) · The Academy of Management Review · doi:10.2307/259136 · Cited by 3,256
The Dimensions, Antecedents, and Consequences of Emotional Labor
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Emotional Labor and Burnout: Comparing Two Perspectives of “People Work”
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Cited by
Emotional Labor at a Crossroads: Where Do We Go from Here?
Grandey, A. A., & Gabriel, A. S. (2015) · Annual Review of Organizational Psychology and Organizational Behavior · doi:10.1146/annurev-orgpsych-032414-111400 · Cited by 664
Sliter, M., SLITER, K., & Jex, S. (2012) · Journal of Organizational Behavior · doi:10.1002/job.767 · Cited by 508
Self-citationThe state of the heart: Emotional labor as emotion regulation reviewed and revised.
Grandey, A. A., & Melloy, R. C. (2017) · Journal of Occupational Health Psychology · doi:10.1037/ocp0000067 · Cited by 474
Moving emotional labor beyond surface and deep acting: A discordance–congruence perspective
Mesmer-Magnus, J. R., DeChurch, L. A., & Wax, A. (2012) · Organizational Psychology Review · doi:10.1177/2041386611417746 · Cited by 284
Walker, D. D., van Jaarsveld, D. D., & Skarlicki, D. P. (2014) · Journal of Applied Psychology · doi:10.1037/a0034350 · Cited by 251
Metadata
- Authors
- Sliter, M., Jex, S., Wolford, K., & McInnerney, J.
- Venue
- Journal of Occupational Health Psychology
- Published
- 2010-10
- Volume
- 15
- Issue
- 4
- Pages
- 468-481
- ISSN
- 1076-8998 (ISSN-L)
- 1939-1307
- OpenAlex
- W2066188371
- Cited by
- 503
- References
- 54
- FWCI
- 30.26
- Type
- journal article
- Language
- en
- Open access
- closed
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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.
Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).
Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.
