...Ridouan Nejjari; Samira Slaoui Purpose While creating and delivering customer value involves managers, frontline employees and tourists; no prior study has investigated and compared the customer value from these three different perspectives. This paper aims to fill this gap, thereby facilitating...

... only Customer incivility PsyCap Job performance Frontline employees Emotional exhaustion In service industries, the issue of customer incivility remains a pressing concern for both researchers and practitioners. Customer incivility refers to “low-intensity deviant behavior...