Predicting service employee incivility toward customers : the roles of employee boredom, emotional exhaustion, and organizational identification
Workplace incivility, defined as low-intensity deviant and aggressive behaviors that violate workplace norms for mutual respect (Andersson & Pearson, 1999) is a pervasive problem in organizations. To date, workplace incivility research has tended to focus on incivility within organizations, such...
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| Language: | English |
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University of British Columbia
2010
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| Online Access: | http://hdl.handle.net/2429/17472 |