The employee as a punching bag: The effect of multiple sources of incivility on employee withdrawal behavior and sales performance
研究调查了客户和同事的不文明行为如何共同影响银行柜员的销售业绩和退缩行为（缺勤和迟到），发现两者交互作用会降低业绩并增加缺勤。
Summary The link between the interpersonal stressor of workplace mistreatment and objective measures of performance is often overlooked in organizational research. In order to fill this research gap, we examined the unique and combined effects of two sources of incivility (customer and coworker) on objective sales performance and withdrawal behaviors (absenteeism and tardiness). We hypothesized that coworker and customer incivility would interact to predict reduced performance and increased withdrawal, using the conservation of resources model to support our hypotheses. We surveyed 120 bank tellers regarding experienced incivility and obtained performance and withdrawal data spanning a period of several months following the survey. The data indicated that coworker and customer incivility did interact to predict decreased sales performance and increased absenteeism, supporting the majority of our proposed hypotheses. Theoretical and practical implications of the findings and future directions are discussed. Copyright © 2011 John Wiley & Sons, Ltd.