...Hana Medler-Liraz Purpose Although studies have emphasized the need to explore the negative consequences of customer incivility, scant attention has been paid to positive factors that can mitigate its negative effects on employees’ service performance. The purpose of this study is to extend...

... and the source of aggression are also examined. Design/methodology/approach In two scenario-based experiments and by adopting a multifoci approach, severity of mistreatment (aggression vs incivility vs no-mistreatment) and source of mistreatment (employee-to-employee and customer-to-customer) were...