Witnessing Incivility Among Employees: Effects on Consumer Anger and Negative Inferences About Companies

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Beyond good and bad: Challenging the suggested role of emotions in customer experience (CX) research (2020, unknown): “The simultaneous investigation of a customer-company and a customer-employee emotional experience has received relatively little attention in the literature (Mende and Bolton, 2011; Jones and Suh, 2000; Porath et al., 2010).”
The Social Dimension of Service Interactions (2017, background): “Third, in the context of research on the effect of uncivil customer behavior on observers (Harris and Reynolds 2003; Porath, MacInnis, and Folkes 2010), we identify warmth as a dimension that guides observers’ anti- and prosocial behaviors.”
The Effects of Explicit and Implicit Ethics Institutionalization on Employee Life Satisfaction and Happiness: The Mediating Effects of Employee Experiences in Work Life and Moderating Effects of Work–Family Life Conflict (2018, background): “…procedural justice (e.g., fair procedures of doing things), and interactional justice (e.g., empathetic and courteous interactions among employees) (Baker et al. 2006; Berry and Hansen 1996; Ma and Roese 2013; Moorman 1991; Pappas and Flaherty 2008; Porath et al. 2010; Singhapakdi and Vitell 2007).”
Emotional and Behavioral Responses to Workplace Incivility and the Impact of Hierarchical Status (2012, background): “Further, the notion that people should behave considerately toward one another is central to fairness (Porath et al., 2010).”