Cho, Meehee; Bonn, Mark A.; Han, Su Jin; Lee, Kyung Hee - In: International Journal of Contemporary Hospitality Management 28 (2016) 12, pp. 2888-2912
Purpose This study aims to acquire a better understanding about consequences of workplace incivility upon restaurant frontline service employees caused by customers, supervisors and coworkers. The moderating roles of perceived organizational support (POS) and emotion regulation ability (ERA)...