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Consumer Incivility: A Control Restoration Mechanism
Published in The Assocation Of Consumer Research
2018
Volume: 12
   
Pages: 78 - 78
Abstract

Consumer incivility towards frontline employees is common. We argue that consumers engage in uncivil behavior when they lack control. Control-deprived consumers perceive more service failures and they react to such failures with incivility. Consumer incivility is a control restoration mechanism. Our initial experiment indicates support for our argument.

About the journal
JournalSCP Doctoral Consortium & Preconference - SCP Doctoral Symposium
PublisherThe Assocation Of Consumer Research
Open AccessNo
Concepts (1)
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