TY - JOUR
T1 - How customer incivility affects service-sector employees
T2 - A systematic literature review and a bibliometric analysis
AU - Chaudhuri, Ranjan
AU - Apoorva, Apoorva
AU - Vrontis, Demetris
AU - Siachou, Evangelia
AU - Trichina, Eleni
N1 - Publisher Copyright:
© 2023 Elsevier Inc.
PY - 2023/9
Y1 - 2023/9
N2 - Practitioners dedicate considerable effort to prescribe, control, and manage actions and reactions of dysfunctional customers when they interact with service sector employees. As customer incivility causes both direct damages to employees and supplemental adverse effects, arising from a sequence of malpractices, academic research in this domain is found to be a necessity. Our study presents a systematic review of the relatively scarce literature on customer incivility, that is organized around the interrogative 6 W framework, aiming to reveal academic trends, to unpack significant contributors and recent dynamics, and to recommend future directions. Together with a bibliometric analysis, we identified the characteristics of the impactful research (e.g., journals, scholar, articles, and countries) since 1997, organized the existing literature along certain themes (i.e., theories used; customer incivility conception; antecedents to customer incivility) and examined the effects of customer incivility on the performance of service sector employees. The research serves as a multidisciplinary guide for practitioners and researchers to link current research areas to future trends.
AB - Practitioners dedicate considerable effort to prescribe, control, and manage actions and reactions of dysfunctional customers when they interact with service sector employees. As customer incivility causes both direct damages to employees and supplemental adverse effects, arising from a sequence of malpractices, academic research in this domain is found to be a necessity. Our study presents a systematic review of the relatively scarce literature on customer incivility, that is organized around the interrogative 6 W framework, aiming to reveal academic trends, to unpack significant contributors and recent dynamics, and to recommend future directions. Together with a bibliometric analysis, we identified the characteristics of the impactful research (e.g., journals, scholar, articles, and countries) since 1997, organized the existing literature along certain themes (i.e., theories used; customer incivility conception; antecedents to customer incivility) and examined the effects of customer incivility on the performance of service sector employees. The research serves as a multidisciplinary guide for practitioners and researchers to link current research areas to future trends.
KW - Bibliometric analysis
KW - Customer incivility
KW - Service sector
KW - Systematic literature review
UR - http://www.scopus.com/inward/record.url?scp=85159169032&partnerID=8YFLogxK
U2 - 10.1016/j.jbusres.2023.114011
DO - 10.1016/j.jbusres.2023.114011
M3 - Article
AN - SCOPUS:85159169032
SN - 0148-2963
VL - 164
JO - Journal of Business Research
JF - Journal of Business Research
M1 - 114011
ER -