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http://dx.doi.org/10.5762/KAIS.2018.19.1.486

The effect of customer incivility on emotional exhaustion through negative affectivity  

Han, Su Jin (Department of Business Administration, Hoseo University)
Choe, Min Seok (Cheonam City Hall)
Publication Information
Journal of the Korea Academia-Industrial cooperation Society / v.19, no.1, 2018 , pp. 486-496 More about this Journal
Abstract
Customer incivility is an important stress factor employees performing service tasks, and this is equally true for employees who perform civil affairs services. The purpose of this study is to investigate the negative effects of adverse customer behavior and ways to reduce it. This study adopts the Conservation of Resource (COR) theory in order to examine customer incivility. This study predicts that customer incivility will negative emotions and eventually lead to emotional exhaustion in employees. We also predict that social support (organizational support, supervisor support, coworker support) perceived by employees would moderate the relationship between customer incivility and negative emotions. This study is based on 481 questionnaires collected from public officials. The results are as follows: First, customer incivility causes negative emotions. Second, negative emotions mediate the relationship between customer incivility and emotional exhaustion. Third, the relationship between customer incivility and negative emotions showed moderating effects on the perception of organizational support which is one of three types of social support. Based on the results of this study, implications, limitations, and future direction of research are suggested.
Keywords
customer incivility; emotional exhaustion; emotional labor; negative affectivity; social support;
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