A conceptual and methodological investigation of a multilevel model of customer incivility

In light of an overemphasis of entity customer incivility in previous research, theoretical and methodological knowledge of the interplay of entity and event customer incivility in a multilevel framework of this study deepens the conceptual digging of the customer incivility literature. This study is also among the first to demonstrate a complete Multilevel Confirmatory Factor Analysis (MCFA) procedure examining the multilevel psychometric...