Title: A theoretical model of antecedents of customer-directed incivility

Authors: Hamid Aboodi; Sayyed Mohsen Allameh

Addresses: Department of Management, University of Isfahan, Isfahan, Iran ' Department of Management, University of Isfahan, Isfahan, Iran

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.

Keywords: employee incivility; model of antecedents; customer incivility; customer-directed incivility; job demands; job satisfaction; organisational justice; work/non-work interference; W/NI; emotional exhaustion; prejudice; personality traits; interpersonal skills; DEMATEL; thematic analysis; business excellence.

DOI: 10.1504/IJBEX.2019.099127

International Journal of Business Excellence, 2019 Vol.17 No.4, pp.516 - 543

Received: 25 Apr 2017
Accepted: 08 Feb 2018

Published online: 16 Apr 2019 *

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