Proposed antecedents of workplace incivility in the service sector

• Main Authors: Lim, Hui Ling, Mohd Shamsudin, Faridahwati, Sri Ramalu, Subramaniam
• Format: Conference or Workshop Item
• Language: English
• Published: 2014
• Subjects: HD28 Management. Industrial Management
• Online Access: http://repo.uum.edu.my/22464/1/ICBM%202014%20341%20344.pdf; http://repo.uum.edu.my/22464/
• Institution: Universiti Utara Malaysia

In the context of service sector, uncivil behaviour toward customers is likely to harm the effectiveness of the service provider.Built upon the stressor-emotion model of counterproductive work behaviour developed by Spector and Fox (2005), we attempt to explain workplace incivility in this context b...