The DOI matches its Crossref record; 86 of the 86 references it cites were found in a registry or an index.
The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility
Abstract
Workplace incivility research has focused on within-organizational sources of incivility, and less attention has been paid to outside-organizational sources such as customers. In a cross-sectional field study, the authors found that service employees (N = 307) who reported higher levels of uncivil treatment from customers engaged in higher levels of incivility toward customers. Specifically, the results show that customer incivility toward employees is related to employee incivility toward customers through job demands first and then emotional exhaustion. The authors discuss the implications of these results and highlight directions for future research.
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Cited by
Satici, B., Saricali, M., Satici, S. A., & Griffiths, M. D. (2022) · International Journal of Mental Health and Addiction · doi:10.1007/s11469-020-00305-0 · Cited by 580
Technostress creators and job outcomes: theorising the moderating influence of personality traits
Srivastava, S. C., Chandra, S., & Shirish, A. (2015) · Information Systems Journal · doi:10.1111/isj.12067 · Cited by 456
Free to be you and me: A climate of authenticity alleviates burnout from emotional labor.
Grandey, A., Foo, S. C., Groth, M., & Goodwin, R. E. (2012) · Journal of Occupational Health Psychology · doi:10.1037/a0025102 · Cited by 421
Han, S. J., Bonn, M. A., & Cho, M. (2016) · International Journal of Hospitality Management · doi:10.1016/j.ijhm.2015.10.002 · Cited by 411
Researching rudeness: The past, present, and future of the science of incivility.
Cortina, L. M., Kabat-Farr, D., Magley, V. J., & Nelson, K. (2017) · Journal of Occupational Health Psychology · doi:10.1037/ocp0000089 · Cited by 344
Metadata
- Authors
- van Jaarsveld, D. D., Walker, D. D., & Skarlicki, D. P.
- Venue
- Journal of Management
- Publisher
- SAGE Publications
- Published
- 2010-08-26
- Volume
- 36
- Issue
- 6
- Pages
- 1486-1504
- ISSN
- 0149-2063 (ISSN-L)
- 1557-1211
- OpenAlex
- W2086828397
- Cited by
- 511
- References
- 86
- FWCI
- 31.30
- Type
- journal article
- Language
- en
- Open access
- closed
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- van Jaarsveld, D. D., Walker, D. D., & Skarlicki, D. P. (2010). The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility. Journal of Management. https://doi.org/10.1177/0149206310368998
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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.
