Momentary effects of customer incivility and effectiveness of emotion-focused coping strategies

Yumeng Yue, Helena Nguyen, Markus Groth, Stephen Frenkel

Research output: Chapter in Book/Report/Conference proceedingConference contribution


Customer incivility is a common occurrence for frontline service employees that is associated with employees’ impaired short term as well as long term well-being and performance. Given its severe impact, research has been trying to explore effective ways to mitigate the detrimental effect of customer mistreatment. However, the search has been predominately directed at external environmental factors and role of employees’ proactive initiation of coping behaviors only got minimal attention. This ignores employees’ own agency and proactivity in dealing with stressors. In this research, we examined effectiveness of two emotion-focused coping strategies. In more detail, we collected momentary data from parking officers and examined their engagement of job avoidance and venting after encountering customer incivility. While job avoidance buffers the negative impact of customer incivility, venting ironically aggravate the negative effect. Furthermore, our study also showed the boundary effect of employees’ prosocial motivation.
Original languageEnglish
Title of host publicationAcademy of Management Proceedings
EditorsG Atinc
PublisherAcademy of Management
Publication statusE-pub ahead of print - 9 Jul 2018
Event2018 Academy of Management Annual Conference - Chicago, United States
Duration: 10 Aug 201815 Oct 2018

Publication series

NameAcademy of management proceedings
ISSN (Print)0065-0668
ISSN (Electronic)2151-6561


Conference2018 Academy of Management Annual Conference
CountryUnited States
City Chicago


  • customer incivility
  • job avoidance
  • venting
  • prosocial motivation

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