The Role of Job Demands and Emotional Exhaustion in the Relationship Between Customer and Employee Incivility
研究发现，顾客对员工的不文明行为会通过增加工作需求和情绪耗竭，进而导致员工对顾客的不文明行为，对服务行业管理者有警示意义。
Workplace incivility research has focused on within-organizational sources of incivility, and less attention has been paid to outside-organizational sources such as customers. In a cross-sectional field study, the authors found that service employees (N = 307) who reported higher levels of uncivil treatment from customers engaged in higher levels of incivility toward customers. Specifically, the results show that customer incivility toward employees is related to employee incivility toward customers through job demands first and then emotional exhaustion. The authors discuss the implications of these results and highlight directions for future research.