...Maryam Saeed Hashmi; Hafiza Rabia Saeed Hashmi; Faizan Abdullah; Fatima Gillani Purpose This study investigates how customer incivility (CI), as an external stressor, influences knowledge hiding (KH). Grounded in the Conservation of Resources (COR) theory, it examines the mediating role...

...Afreen Khanam; Sheema Tarab Purpose Premised on the conservation of resources (COR) theory, our study attempts to investigate if emotional exhaustion (EE) is a mediator in linking customer incivility (CI) and employee job performance (JP). Additionally, it examines the moderating role of PsyCap...

...Bang Nguyen-Viet; Phuc Nguyen My Purpose Customer incivility is a crucial issue that has multiple negative effects on organizations, especially in the hospitality industry. This study identified the antecedents of customer incivility and investigated its outcomes on frontline employees (FLEs...

...Fabian Onyekachi Ugwu; Ernest Ike Onyishi; Okechukwu O. Anozie; Lawrence Ejike Ugwu Purpose In this paper, the impact of customer incivility on work engagement was investigated. The authors also explored whether supervisor positive gossip and workplace friendship prevalence moderated the impact...

...Chih-Hung Wang; Hsi-Tien Chen Purpose This empirical study explored how coworker incivility and customer incivility affect the work engagement and job performance of frontline employees. Design/methodology/approach To investigate the incivility and characteristics of hospitality industry...