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.
|Journal||SCP Doctoral Consortium & Preconference - SCP Doctoral Symposium|
|Publisher||The Assocation Of Consumer Research|