A theoretical model of antecedents of customer-directed incivility
by Hamid Aboodi; Sayyed Mohsen Allameh
International Journal of Business Excellence (IJBEX), Vol. 17, No. 4, 2019

Abstract: The present research aimed at developing a theoretical model for antecedents of customer-directed incivility. The research was conducted in form of three consecutive studies. In study 1, the data were collected by conducting semi-structured interviews with 42 supervisors and employees the Social Security Organisation of Iran, and analysed by thematic analysis method. Then, study 2 began to determine the interrelationship between the identified antecedents and to design a theoretical model through gathering and analysing 20 scholar experts' opinions using DEMATEL method. This model demonstrates how experienced customer incivility, witnessed customer incivility, job demands, job satisfaction, organisational justice, work/non-work interference, emotional exhaustion, employee prejudices/biases, personality traits and interpersonal skills of frontline employees as antecedents could directly or indirectly instigate employee incivility toward customer. In study 3, we conducted a quantitative study to examine the proposed model. Finally, after discussing the results, limitations and practical implications, we recommended empirical studies for future research.

Online publication date: Tue, 16-Apr-2019

The full text of this article is only available to individual subscribers or to users at subscribing institutions.

 
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.

Pay per view:
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.

Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Business Excellence (IJBEX):
Login with your Inderscience username and password:

Username:        Password:          Forgotten your password?

Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.

If you still need assistance, please email subs@inderscience.com