...Melissa A. Baker; Kawon Kim Incivility Co-worker support Critical incident technique Service rule commitment Cynicism Depersonalization Experimental design The findings provide practical implications on the importance of managing customer incivility, providing co-worker...

...Aisha Sarwar; Lakhi Muhammad Purpose This paper aims to investigate the impact of injustice, discrimination and incivility on organizational performance in the hotel industry. In addition to this, the study also investigates the mediating effects of discrimination and incivility between...

... and simultaneously, investigate the moderating effects of supervisor, coworker and customer incivility as stressors in the relationship between polychronicity and employees’ job performance. Design/methodology/approach Data are obtained in North Cyprus from 262 frontline employees working in four- and five-star...