“Killing them with kindness”? A study of service employees' responses to uncivil customers

Summary Experiencing uncivil customers is a frequent reality for many people working in the service industry. Past research has established that dealing with uncivil customers can be distressing for employees and can sometimes lead them to engage in reciprocal, discourteous behavior. The purpose of our research is to delve deeper into the experience of customer incivility from the perspective of service employees in order to better understand...