The impact of customer incivility and verbal aggression on service providers: A systematic review

Working in direct contact with the public may involve psycho-social hazards for employees who are frequently exposed to rude or verbally aggressive customers. Negative encounters may undermine employees' well-being and job performance, impairing the quality of the service provided with tangible costs for organizations.The paper provides a systematic review of research on customer incivility and verbal aggression in service settings using the...