Impacts of customer incivility and abusive supervision on employee performance: a comparative study of the pre- and post-COVID-19 periods-Reference-Cited by-同舟云学术

Impacts of customer incivility and abusive supervision on employee performance: a comparative study of the pre- and post-COVID-19 periods

Published:2021-08-06 Issue: Volume: Page:
ISSN:1862-8516
Container-title:Service Business
language:en
Short-container-title:Serv Bus

Author:

Shin Yuhyung,Hur Won-Moo^ORCID,Hwang Hansol

Funder

hanyang university

inha university

Publisher

Springer Science and Business Media LLC

Subject

Strategy and Management,Business and International Management

Link

https://link.springer.com/content/pdf/10.1007/s11628-021-00456-7.pdf

Reference83 articles.

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2. Ahmed I, Islam T, Ahmad S, Kaleem A (2021b) A COVID-19 contextual study of customers’ mistreatment and counterproductive work behavior at coffee cafés. Br Food J. https://doi.org/10.1108/BFJ-07-2020-0664

3. Al-Hawari MA, Bani-Melhem S, Quratulain S (2020) Do frontline employees cope effectively with abusive supervision and customer incivility? Testing the effect of employee resilience. J Bus Psychol 35(2):223–240. https://doi.org/10.1007/s10869-019-09621-2

4. Al-Omoush KS, Simón-Moya V, Sendra-García J (2020) The impact of social capital and collaborative knowledge creation on e-business proactiveness and organizational agility in responding to the COVID-19 crisis. J Innov Knowl 5(4):279–288. https://doi.org/10.1016/j.jik.2020.10.002

5. Andersson LM, Pearson CM (1999) Tit for tat? The spiraling effect of incivility in the workplace. Acad Manag Rev 24(3):452–471. https://doi.org/10.5465/amr.1999.2202131

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