How Rude! Emotional Labor as a Mediator Between Customer Incivility and Employee Outcomes

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...

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Veröffentlicht in:	Journal of occupational health psychology 2010-10, Vol.15 (4), p.468-481
Hauptverfasser:	Sliter, Michael, Jex, Steve, Wolford, Katherine, McInnerney, Joanne
Format:	Artikel
Sprache:	eng
Schlagworte:	Adult Burnout, Professional - etiology Commerce Consumer Behavior Data Collection Emotional Exhaustion Employee Mental Health Female Hostility Human Humans Incivility Interpersonal Relations Job Performance Male Mental Health Mental Health Outcomes Middle Aged Midwestern United States Occupational Stress Quality of Services Service Personnel Stress, Psychological Working Conditions Young Adult
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