The customer is often wrong: Investigating the influence of customer failures and apologies on frontline service employee well‐being

Does customer mistreatment hinder employees from going the extra mile? The mixed blessing of being conscientious

(2022) Haibo Wang et al.   International Journal of Hospitality Management

Customer incivility and employee outcomes in the new service marketplace

(2022) Hansol Hwang et al.   Journal of Services Marketing

Conflict-solving as a mediator between customer incivility and service performance

(2022) Seigyoung Auh et al.   SERVICE INDUSTRIES JOURNAL

Improving Data Quality Using Amazon Mechanical Turk Through Platform Setup

(2021) Lu Lu et al.   Cornell Hospitality Quarterly

Experienced incivility in the workplace: A meta-analytical review of its construct validity and nomological network.

(2021) Jingxian Yao et al.   JOURNAL OF APPLIED PSYCHOLOGY

Becoming cynical and depersonalized: how incivility, co-worker support and service rules affect employee job performance

(2021) Melissa A. Baker et al.   International Journal of Contemporary Hospitality Management

Consumer cynicism in service failures

(2021) Hai‐Anh Tran et al.   PSYCHOLOGY & MARKETING

It Went Downhill From There: The Spillover Effect from Previous Customer Mistreatment on Frontline Employees’ Service Delivery

(2021) Yumeng Yue et al.   JOURNAL OF SERVICE RESEARCH

“Actions speak louder than words”: an impact of service recovery antecedents on customer delight in quick-service restaurants

(2021) Durgesh Agnihotri et al.   Asia-Pacific Journal of Business Administration

Understanding well-being at work: Development and validation of the eudaimonic workplace well-being scale

(2019) Amy L. Bartels et al.   PLoS One