The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility

By Danielle D. van Jaarsveld, D. D. Walker, D. Skarlicki. 2010

514 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/03f7a48eea5eb4793a2dfaaedd540dbed3e344f4

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In Organizational Behavior and Human Resource Management

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Citations in the corpus

Workplace incivility: A review of the literature and agenda for future research (2016, background): “Sakurai and Jex (2012), Leiter et al. (2011), Sliter et al. (2012), and Van Jaarsveld et al. (2010) asked about incivility over the past month, while Kern and Grandey (2009) inquire about uncivil incidents that happened during the past 2weeks.”
The Mediating Role of Emotional Exhaustion and Job Satisfaction on the Relationship Between Job Demands and Instigated Workplace Incivility (2018, background): “In light of this, emotional exhaustion has been gaining attention in workplace burnout research (van Jaarsveld et al., 2010).”
Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model (2015, background): “For instance, van Jaarsveld et al. (2010) demonstrated that employees subject to more customer mistreatment were more uncivil toward their customers and this relationship was partly due to employee emotional exhaustion. Moreover, Deery, Iverson, and Walsh (2002) surveyed telecommunications call cent”
The relationship between customer incivility, restaurant frontline service employee burnout and turnover intention (2016, background): “Research documents acts of customer incivility that includes situations where employees perceive customer rudeness such as when customers ignore employees and/or speak to employees in a disrespectful and/or insulting manner (Sliter et al., 2010; van Jaarsveld et al., 2010).”
Researching Rudeness: The Past, Present, and Future of the Science of Incivility (2017, background): “…Penney & Spector, 2005), lower coworker and supervisor satisfaction (e.g., Martin & Hine, 2005), incivility perpetration (e.g., Gallus et al., 2014; van Jaarsveld et al., 2010), lower afterwork psychological detachment and next-morning recovery (Nicholson & Griffin, 2015), reduced creativity, task…”
Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry (2017, background): “Van Jaarsveld, Walker, and Skarlicki (2010) explored the relationship between customer and employee incivility.”
The Relationship between Coworker Incivility, Emotional Exhaustion, and Organizational Outcomes: The Mediating Role of Emotional Exhaustion (2015, background): “…low response rates (e.g., Sakurai and Jex, 2012, reported a 26.8% response rate; Oore et al., 2010, reported a 40.7% response rate; and van Jaarsveld et al., 2010 reported a 37.7% response Human Factors and Ergonomics in Manufacturing & Service Industries DOI: 10.1002/hfm 709 rate), our…”