Do Frontline Employees Cope Effectively with Abusive Supervision and Customer Incivility? Testing the Effect of Employee Resilience

This paper examines multiple workplace interpersonal stressors experienced by frontline employees. Drawing upon conservation of resources theory, we propose that abusive supervision and customer incivility positively relate to emotional exhaustion and indirectly affect service performance and the capacity to satisfy customers. The study posits that employee resilience is an individual difference variable that mitigates the impact of...