View in EDS HTML Full Text PDF Full Text

What does the customer incivility tell me about my worth? A diary study on the short-term effects of customer incivility on self-esteem and job satisfaction.

Saved in:
Bibliographic Details
Title: What does the customer incivility tell me about my worth? A diary study on the short-term effects of customer incivility on self-esteem and job satisfaction.
Authors: Sommovigo, Valentina, Filosa, Lorenzo, Hobfoll, Stevan, Tavolucci, Simone, Rosa, Valentina, Alessandri, Guido
Source: Work & Stress. Jul-Sep2025, Vol. 39 Issue 3, p223-249. 27p.
Subjects: Employee psychology, Self-esteem testing, Research funding, Consumer attitudes, Work environment, Questionnaires, Customer relations, Psychological well-being, Structural equation modeling, Time series analysis, Descriptive statistics, Psychological adaptation, Job satisfaction, Ability, Data analysis software, Offensive behavior, Self-perception, Training
Geographic Terms: Italy
Abstract: This study aims to clarify what are the short-term effects of customer incivility on targeted employees' self-esteem and job satisfaction. We hypothesised that daily customer incivility reported at the end of the previous workday would predict decreases in next-day morning employees' self-esteem. In turn, lowered self-esteem would be related to lower job satisfaction levels at the end of the same workday. Additionally, we predicted that the link between lowered self-esteem and lowered job satisfaction would be weaker for employees who engaged more in deep acting. To test our hypotheses, we conducted a daily study on 144 customer-contact employees. Participants completed online questionnaires for 31 days reporting their morning self-esteem levels, together with evening customer incivility and job satisfaction levels. The data were analysed using dynamic structural equation models that allow examining intra-person time series trends, on a day-to-day level, while estimating individual differences therein. Consistent with our predictions, the results provided evidence for the short-term detrimental effects of customer incivility on next-day job satisfaction through lowered self-esteem and for the buffering role of deep acting. Service employees could benefit from training aimed at strengthening their self-esteem and skills on how to handle misbehaving customers effectively. [ABSTRACT FROM AUTHOR]
Copyright of Work & Stress is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
Database: Psychology and Behavioral Sciences Collection
Full text is not displayed to guests.
FullText Links:
  – Type: pdflink
Text:
  Availability: 1
Header DbId: pbh
DbLabel: Psychology and Behavioral Sciences Collection
An: 187408194
AccessLevel: 6
PubType: Academic Journal
PubTypeId: academicJournal
PreciseRelevancyScore: 0
IllustrationInfo
Items – Name: Title
  Label: Title
  Group: Ti
  Data: What does the customer incivility tell me about my worth? A diary study on the short-term effects of customer incivility on self-esteem and job satisfaction.
– Name: Author
  Label: Authors
  Group: Au
  Data: <searchLink fieldCode="AR" term="%22Sommovigo%2C+Valentina%22">Sommovigo, Valentina</searchLink><br /><searchLink fieldCode="AR" term="%22Filosa%2C+Lorenzo%22">Filosa, Lorenzo</searchLink><br /><searchLink fieldCode="AR" term="%22Hobfoll%2C+Stevan%22">Hobfoll, Stevan</searchLink><br /><searchLink fieldCode="AR" term="%22Tavolucci%2C+Simone%22">Tavolucci, Simone</searchLink><br /><searchLink fieldCode="AR" term="%22Rosa%2C+Valentina%22">Rosa, Valentina</searchLink><br /><searchLink fieldCode="AR" term="%22Alessandri%2C+Guido%22">Alessandri, Guido</searchLink>
– Name: TitleSource
  Label: Source
  Group: Src
  Data: <searchLink fieldCode="JN" term="%22Work+%26+Stress%22">Work & Stress</searchLink>. Jul-Sep2025, Vol. 39 Issue 3, p223-249. 27p.
– Name: Subject
  Label: Subjects
  Group: Su
  Data: <searchLink fieldCode="DE" term="%22Employee+psychology%22">Employee psychology</searchLink><br /><searchLink fieldCode="DE" term="%22Self-esteem+testing%22">Self-esteem testing</searchLink><br /><searchLink fieldCode="DE" term="%22Research+funding%22">Research funding</searchLink><br /><searchLink fieldCode="DE" term="%22Consumer+attitudes%22">Consumer attitudes</searchLink><br /><searchLink fieldCode="DE" term="%22Work+environment%22">Work environment</searchLink><br /><searchLink fieldCode="DE" term="%22Questionnaires%22">Questionnaires</searchLink><br /><searchLink fieldCode="DE" term="%22Customer+relations%22">Customer relations</searchLink><br /><searchLink fieldCode="DE" term="%22Psychological+well-being%22">Psychological well-being</searchLink><br /><searchLink fieldCode="DE" term="%22Structural+equation+modeling%22">Structural equation modeling</searchLink><br /><searchLink fieldCode="DE" term="%22Time+series+analysis%22">Time series analysis</searchLink><br /><searchLink fieldCode="DE" term="%22Descriptive+statistics%22">Descriptive statistics</searchLink><br /><searchLink fieldCode="DE" term="%22Psychological+adaptation%22">Psychological adaptation</searchLink><br /><searchLink fieldCode="DE" term="%22Job+satisfaction%22">Job satisfaction</searchLink><br /><searchLink fieldCode="DE" term="%22Ability%22">Ability</searchLink><br /><searchLink fieldCode="DE" term="%22Data+analysis+software%22">Data analysis software</searchLink><br /><searchLink fieldCode="DE" term="%22Offensive+behavior%22">Offensive behavior</searchLink><br /><searchLink fieldCode="DE" term="%22Self-perception%22">Self-perception</searchLink><br /><searchLink fieldCode="DE" term="%22Training%22">Training</searchLink>
– Name: SubjectGeographic
  Label: Geographic Terms
  Group: Su
  Data: <searchLink fieldCode="DE" term="%22Italy%22">Italy</searchLink>
– Name: Abstract
  Label: Abstract
  Group: Ab
  Data: This study aims to clarify what are the short-term effects of customer incivility on targeted employees' self-esteem and job satisfaction. We hypothesised that daily customer incivility reported at the end of the previous workday would predict decreases in next-day morning employees' self-esteem. In turn, lowered self-esteem would be related to lower job satisfaction levels at the end of the same workday. Additionally, we predicted that the link between lowered self-esteem and lowered job satisfaction would be weaker for employees who engaged more in deep acting. To test our hypotheses, we conducted a daily study on 144 customer-contact employees. Participants completed online questionnaires for 31 days reporting their morning self-esteem levels, together with evening customer incivility and job satisfaction levels. The data were analysed using dynamic structural equation models that allow examining intra-person time series trends, on a day-to-day level, while estimating individual differences therein. Consistent with our predictions, the results provided evidence for the short-term detrimental effects of customer incivility on next-day job satisfaction through lowered self-esteem and for the buffering role of deep acting. Service employees could benefit from training aimed at strengthening their self-esteem and skills on how to handle misbehaving customers effectively. [ABSTRACT FROM AUTHOR]
– Name: AbstractSuppliedCopyright
  Label:
  Group: Ab
  Data: <i>Copyright of Work & Stress is the property of Taylor & Francis Ltd and its content may not be copied or emailed to multiple sites without the copyright holder's express written permission. Additionally, content may not be used with any artificial intelligence tools or machine learning technologies. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract.</i> (Copyright applies to all Abstracts.)
PLink https://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=pbh&AN=187408194
RecordInfo BibRecord:
  BibEntity:
    Identifiers:
      – Type: doi
        Value: 10.1080/02678373.2024.2364609
    Languages:
      – Code: eng
        Text: English
    PhysicalDescription:
      Pagination:
        PageCount: 27
        StartPage: 223
    Subjects:
      – SubjectFull: Employee psychology
        Type: general
      – SubjectFull: Self-esteem testing
        Type: general
      – SubjectFull: Research funding
        Type: general
      – SubjectFull: Consumer attitudes
        Type: general
      – SubjectFull: Work environment
        Type: general
      – SubjectFull: Questionnaires
        Type: general
      – SubjectFull: Customer relations
        Type: general
      – SubjectFull: Psychological well-being
        Type: general
      – SubjectFull: Structural equation modeling
        Type: general
      – SubjectFull: Time series analysis
        Type: general
      – SubjectFull: Descriptive statistics
        Type: general
      – SubjectFull: Psychological adaptation
        Type: general
      – SubjectFull: Job satisfaction
        Type: general
      – SubjectFull: Ability
        Type: general
      – SubjectFull: Data analysis software
        Type: general
      – SubjectFull: Offensive behavior
        Type: general
      – SubjectFull: Self-perception
        Type: general
      – SubjectFull: Training
        Type: general
      – SubjectFull: Italy
        Type: general
    Titles:
      – TitleFull: What does the customer incivility tell me about my worth? A diary study on the short-term effects of customer incivility on self-esteem and job satisfaction.
        Type: main
  BibRelationships:
    HasContributorRelationships:
      – PersonEntity:
          Name:
            NameFull: Sommovigo, Valentina
      – PersonEntity:
          Name:
            NameFull: Filosa, Lorenzo
      – PersonEntity:
          Name:
            NameFull: Hobfoll, Stevan
      – PersonEntity:
          Name:
            NameFull: Tavolucci, Simone
      – PersonEntity:
          Name:
            NameFull: Rosa, Valentina
      – PersonEntity:
          Name:
            NameFull: Alessandri, Guido
    IsPartOfRelationships:
      – BibEntity:
          Dates:
            – D: 01
              M: 07
              Text: Jul-Sep2025
              Type: published
              Y: 2025
          Identifiers:
            – Type: issn-print
              Value: 02678373
          Numbering:
            – Type: volume
              Value: 39
            – Type: issue
              Value: 3
          Titles:
            – TitleFull: Work & Stress
              Type: main
ResultId 1