Investigating employees’ emotional and cognitive reactions to customer mistreatment: an experimental study

With increasing market competitiveness, companies strive to deliver high-quality services. Negative reactions from employees to customer mistreatment erodes the quality of the service provided. This study investigated whether negative emotions and cognitive impairment are mechanisms through which customer mistreatment is related to generalized customer-directed incivility. 157 Italian (Study 1) and 259 Irish (Study 2) research participants...