Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers,Journal of Service Research

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Constructive Resistance in the Frontlines: How Frontline Employees’ Resistance to Customer Incivility Affects Customer Observers
Journal of Service Research ( IF 12.4 ) Pub Date : 2022-11-29 , DOI: 10.1177/10946705221141923
Omid Kamran-Disfani ₁ , Ramin Bagherzadeh ₂ , Ashok Bhattarai ₃ , Maryam Farhang ₄ , Lisa K. Scheer _{5,

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Frontline employees (FLEs) often face customer incivility—rude or demeaning remarks, verbal aggression, or hostile gestures. Although incivility from customers is rising at an alarming rate, most o...

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