000			01787nam a22001817a 4500
003			OSt
005			20240118124449.0
008			240118b |||||||| |||| 00| 0 eng d
022			_a2320-7515
100			_aVriti Jain, Jyoti Sharma _938756
245			_aIs Customer Incivility a Threat to Employee Wellbeing
260			_aNew Delhi _bPublishing India Group _cMarch 2023
300			_a10-19
520			_aService organisations have become the focal points for the rising epidemic of customer incivility. Organisational policies requiring employees to make customers happy, even in situations where customers are indulged in uncivil behaviours, have exerted a negative impact on the employees’ outcomes. The research has reflected that it hinders the growth of frontline employees, which leads to employee turnover. Employee turnover continues to be one of the significant challenges faced by present-day organisations. Customer incivility is regarded as one of the phenomena impacting employees’ intention to stay with the organisation. Applying the conservation of resources theory, the present study develops a research model that examines the relationship between customer incivility, employees’ psychological wellbeing and turnover intentions of the employees. The paper empirically studies employees working in banking sector as they interact with customers on a daily basis. The aim of the paper is to help managers develop effective strategies for employees to deal with uncivil behaviour of customers and reduce employee turnover.
650			_aIncivility, Customer Incivility, Wellbeing, Psychological Wellbeing _938757
773	0		_054819 _983036 _dNew Delhi Publishing India Group 2023 _o55513751 _tInternational Journal on Customer Relations _x2320-7515
942			_2ddc _cJ/P
999			_c54864 _d54864