Witnessing Incivility among Employees
Effects on Consumer Anger and Negative Inferences about Companies
Bibliographic Data
| ID | 2221694 |
|---|---|
| Authors | Christine Porath, Christine L Porath, Debbie Macinnis, Valerie S Folkes, Valerie Folkes |
| Year | 2010 |
| Volume | 37 |
| Issue | 2 |
| Pages | 292-303 |
| Publication date | 2010-08-01 |
| Peer Reviewed | Yes |
| Open Access | No |
| Type | ARTICLE |
| Venue | Journal of Consumer Research (JOURNAL) |
| Journal identifiers | ISSN: 0093-5301 • E-ISSN: 1537-5277 |
| Publisher | Oxford University Press (OUP) (PUBLISHER) |
| DOI | 10.1086/651565 |
| OpenAlex | W3121395859 |
| Language | EN |
| Citations received | 10 |
| References cited | 25 |
We introduce the incivility construct and demonstrate that witnessing an incident of employee-employee incivility causes consumers to make negative generalizations about (a) others who work for the firm, (b) the firm as a whole, and (c) future encounters with the firm, inferences that go well beyond the incivility incident. We demonstrate the process by which these effects occur, showing that anger at the uncivil employee induces these effects. We find that anger leads to rumination about the uncivil encounter and causes customers to make quicker and more negative generalizations about related entities. We also identify boundary conditions for the relationship between incivility and negative generalizations. These process and boundary condition results add theoretically to the literature on incivility as well as that on anger’s effect on information processing
Advertising · Anger · Business · Incivility · Sociology · Bullying, Victimization, and Aggression · Ethics in Business and Education · Psychology · Social Psychology · Workplace Violence and Bullying
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Emotion And Adaptation
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Development and validation of the anger rumination scale
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Effective Analysis of Reaction Time Data
Negative Consequences of Dichotomizing Continuous Predictor Variables
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Misleading Heuristics and Moderated Multiple Regression Models
Incivility in the workplace
Portrait of the angry decision maker
Negative affect and social judgment
Discrete Emotions and Persuasion
Spontaneous prejudice in context
Asymptotic Confidence Intervals for Indirect Effects in Structural Equation Models
Judgment under emotional certainty and uncertainty
Beyond valence in the perception of likelihood
Beyond simple pessimism
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The Positivity Effect in Perceptions of Services
| Unique citing works | 10 |
|---|---|
| Citations per year | 0,71 |
| Citation span | 2012 - 2025 (14) |
| Citation velocity | recent |
| Highly cited | No |
| Citation types | Neutral: 10 |