This study aims to find the impact caused by influential behaviors such as incivility emanating from three stakeholders of the Frontline employees' role, including customers, coworkers, and supervisors, to frontline employees. This study aims to explore the causal relationship between interpersonal incivility in the workplace, surface acting, emotional exhaustion and employee incivility toward customers, and the moderating effect of role identity in the restaurant industry. This study adopted self-reported questionnaire which has good reliability and validity (five-point Likert scale) by considering common method variance problem prevention at the same time to measure the variables’ levels in incivility, surface action, emotional exhaustion, and role identity. This study fills in the research gap in explaining the interactive mechanisms among frontline employees' incivility towards customers, and the incivility behaviors that frontline employees received from supervisors and coworkers, as well as the theoretical and practical roles that surface acting and emotional exhaustion play during the mechanism, in which the perspectives of revenge psychology and Conservation of Resource Theory were applied and discussed inside this study. Specially, to help develp relevant research, according to the theoretical and practical conclusion of this study, the atuhors developed two new propositions and one conceptual framework according to the hindrance-challenge theory and slow and fast thinking theory.

这项研究旨在发现影响性行为所造成的影响，例如，前线雇员角色的三个利益相关者（包括客户，同事和主管）对前线雇员产生的不文明行为。这项研究旨在探讨工作场所人际不友好，表面行为，情绪疲惫和员工对顾客不友好的因果关系，以及餐饮业中角色认同的调节作用。本研究采用自我报告的问卷，该问卷具有良好的信度和效度（五点李克特量表），同时考虑了常用方法方差问题的预防，以测量变量的不活跃程度，表面行为，情绪疲惫和角色认同程度。这项研究填补了在解释一线员工对客户的不友好行为，一线员工从主管和同事那里获得的不文明行为之间的互动机制以及在此过程中表面行为和情绪疲惫所发挥的理论和实践作用方面的研究空白。在本研究中应用和讨论了复仇心理学和资源保护理论的观点。特别是，为了帮助开展相关研究，根据本研究的理论和实践结论，艾图尔人根据障碍挑战理论和慢，快思考理论提出了两个新的命题和一个概念框架。以及一线员工从主管和同事那里获得的不文明行为，以及在该机制中表面行为和情绪疲惫所发挥的理论和实践作用，在其中应用并讨论了复仇心理学和资源节约的观点学习。特别是，为了帮助开展相关研究，根据本研究的理论和实践结论，艾图尔人根据障碍挑战理论和慢，快思考理论提出了两个新的命题和一个概念框架。以及一线员工从主管和同事那里获得的不文明行为，以及在该机制中表面行为和情绪疲惫所发挥的理论和实践作用，在其中应用并讨论了复仇心理学和资源节约的观点学习。特别是，为了帮助开展相关研究，根据本研究的理论和实践结论，艾图尔人根据障碍挑战理论和慢，快思考理论提出了两个新的命题和一个概念框架。其中，复仇心理学和资源保护理论的观点在本研究中得到了应用和讨论。特别是，为了帮助开展相关研究，根据本研究的理论和实践结论，艾图尔人根据障碍挑战理论和慢，快思考理论提出了两个新的命题和一个概念框架。其中，复仇心理学和资源保护理论的观点在本研究中得到了应用和讨论。特别是，为了帮助开展相关研究，根据本研究的理论和实践结论，艾图尔人根据障碍挑战理论和慢，快思考理论提出了两个新的命题和一个概念框架。