Effects of customer incivility on frontline employees

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.

Publication

Image courtesy of interviewee

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