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Customer incivility toward frontline employees (FLEs) is a widespread phenomenon within tourism and hospitality industries, severely depleting the psychological resources of FLEs and delivered customer service. Drawing on the job demands-resources and conservation of resources frameworks, Achilleas Boukis compares the effects of the two most common forms of customer incivility on FLEs’ psychological responses and behavioral intentions. Achilleas Boukis (PhD) is an Assistant Professor in Marketing at University of Sussex Business School.
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Faculti is a research, policy and scholarship streaming platform, set up by a former school teacher, that covers 8000 academics annually across 20 subjects, across the world. The aim is to interview academics and policy makers discussing their research or analysis without any journalistic influence or bias. More here
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