...Jiann-Wen Huang Purpose This study, grounded in Conservation of Resources ( COR ) theory, explores how customer incivility ( CI ) affects Generation Z hairdressers’ subjective well-being ( SWB ) through surface acting ( SA ) and personal burnout ( PB ). It also examines whether social support ( SS...

...Makoto Fujii Purpose This study aims to disentangle the underlying mechanisms among customer incivility, service recovery performance and service employee creativity using conservation of resources theory. It also examines the moderating effects of regulatory focus (i.e. promotion and prevention...

... 28 02 2025 25 06 2025 21 08 2025 © 2025 Emerald Publishing Limited 2025 Emerald Publishing Limited Licensed re-use rights only Customer incivility Emotional labor Employee well-being Institutional arrangements Managerial interventions Psychological safety Service...

...Syed Harris Laeeque; Madiha Ali Purpose Grounded in conservation of resources theory, this study aims to examine the relationship between customer incivility and ride-hailing drivers’ (RHDs) service sabotage, testing emotional dissonance and ego depletion as serial mediators and emotional...

...Kangcheol Lee; Taeshik Gong Purpose Drawing on the conservation of resources theory, this study aims to identify the mediating effects of depersonalization and resilience on the relationship between customer incivility and organizational citizenship behavior (OCB). It further posits...

... 05 04 2022 © Emerald Publishing Limited 2022 Emerald Publishing Limited Licensed re-use rights only New service marketplace Opportunities Service theory Service design Safety Place attachment Customer incivility Retail Education The service marketplace has...

...Hansol Hwang; Won-Moo Hur; Yuhyung Shin; Youngjin Kim Purpose Due to volatile changes and crises in the business environment, frontline service employees (FSEs) are faced with increasing work stressors in the new service marketplace. Of these, customer incivility has been found to negatively...

... and customer incivility are discussed. Practical implications The findings from this research show that ROE attenuates the impact of perceived ego threat on employee retaliatory behavior. Managerial implications include developing and training employees on emotion regulation. Furthermore, managers should...

... Limited 2020 Emerald Publishing Limited Licensed re-use rights only Retail Service failures Frontline service employees Dysfunctional customers Customer incivility A greater understanding of the issues around territoriality, its markers and defensive behaviors that could harm the firm...

...Won-Moo Hur; Taewon Moon; Jea-Kyoon Jun Purpose This study aims to examine how workplace incivility (i.e. coworker and customer incivility) affects service employees’ creativity, specifically the way emotional exhaustion at work decreases their intrinsic motivation, and, in turn, damages service...