{"status":"ok","message-type":"work","message-version":"1.0.0","message":{"indexed":{"date-parts":[[2026,7,30]],"date-time":"2026-07-30T20:04:40Z","timestamp":1785441880322,"version":"3.56.0"},"reference-count":97,"publisher":"Wiley","issue":"4","license":[{"start":{"date-parts":[[2023,1,20]],"date-time":"2023-01-20T00:00:00Z","timestamp":1674172800000},"content-version":"vor","delay-in-days":0,"URL":"http:\/\/creativecommons.org\/licenses\/by\/4.0\/"},{"start":{"date-parts":[[2023,1,20]],"date-time":"2023-01-20T00:00:00Z","timestamp":1674172800000},"content-version":"tdm","delay-in-days":0,"URL":"http:\/\/doi.wiley.com\/10.1002\/tdm_license_1.1"}],"content-domain":{"domain":["onlinelibrary.wiley.com"],"crossmark-restriction":true},"short-container-title":["Stress and Health"],"published-print":{"date-parts":[[2023,10]]},"abstract":"<jats:title>Abstract<\/jats:title>\n                  <jats:p>\n                    Incivility from customers is a common occurrence for employees working in service\u2010oriented organizations. Typically, such incivility engenders instigated mistreatment, both towards customers and colleagues. Not much is understood, however, about the mechanisms underlying the relations between customer incivility and instigated incivility. Answering recent calls from incivility scholars, the present research, drawing from Self\u2010Regulatory Resource Theory and Stressor\u2010Emotion models of workplace behaviour, explored cognitive (i.e., self\u2010regulatory resource depletion) and affective (i.e., negative affect) pathways that would explain relations between customer incivility and instigated incivility towards others. Through two multi\u2010wave studies with different time lags (\n                    <jats:italic>N<\/jats:italic>\n                    <jats:sub>1<\/jats:sub>\n                    \u00a0=\u00a0180, weekly lags;\n                    <jats:italic>N<\/jats:italic>\n                    <jats:sub>2<\/jats:sub>\n                    \u00a0=\u00a0192, within\u2010week lags) and different operationalizations of the instigated incivility construct (i.e., broad [unidimensional] and narrow [multidimensional]), we find consistent support for the mediating effects of the affective pathway. While our first study finds that customer incivility is linked to broad instigated incivility through negative affect, our second study finds that customer incivility is linked to, more specifically, gossip, exclusionary behaviour, and hostility through negative affect. In both studies, however, no support was found for the mediating effects of the cognitive pathway. Implications for both research and practice are discussed, and future research directions are offered.\n                  <\/jats:p>","DOI":"10.1002\/smi.3221","type":"journal-article","created":{"date-parts":[[2023,1,13]],"date-time":"2023-01-13T03:28:05Z","timestamp":1673580485000},"page":"766-781","update-policy":"https:\/\/doi.org\/10.1002\/crossmark_policy","source":"Crossref","is-referenced-by-count":13,"title":["They were uncivil, and now I am too: A dual process model exploring relations between customer incivility and instigated incivility"],"prefix":"10.1002","volume":"39","author":[{"ORCID":"https:\/\/orcid.org\/0000-0002-2923-2820","authenticated-orcid":false,"given":"Ian M.","family":"Hughes","sequence":"first","affiliation":[{"name":"Department of Psychology Bowling Green State University  Bowling Green Ohio USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Juseob","family":"Lee","sequence":"additional","affiliation":[{"name":"Department of Psychology University of Central Florida  Orlando Florida USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Junyoung","family":"Hong","sequence":"additional","affiliation":[{"name":"Department of Psychology University of Central Florida  Orlando Florida USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Richard","family":"Currie","sequence":"additional","affiliation":[{"name":"School of Hospitality Administration Boston University  Boston Massachusetts USA"}],"role":[{"vocabulary":"crossref","role":"author"}]},{"given":"Steve M.","family":"Jex","sequence":"additional","affiliation":[{"name":"Department of Psychology University of Central Florida  Orlando Florida USA"}],"role":[{"vocabulary":"crossref","role":"author"}]}],"member":"311","published-online":{"date-parts":[[2023,1,20]]},"reference":[{"key":"e_1_2_13_2_1","doi-asserted-by":"publisher","DOI":"10.1080\/02678373.2021.1976880"},{"key":"e_1_2_13_3_1","doi-asserted-by":"publisher","DOI":"10.1177\/1534582302001001003"},{"key":"e_1_2_13_4_1","doi-asserted-by":"publisher","DOI":"10.2307\/259136"},{"key":"e_1_2_13_5_1","doi-asserted-by":"publisher","DOI":"10.1080\/02678373.2015.1075234"},{"key":"e_1_2_13_6_1","doi-asserted-by":"publisher","DOI":"10.1080\/13594321003669061"},{"key":"e_1_2_13_7_1","doi-asserted-by":"publisher","DOI":"10.1007\/s12144\u2010020\u201000643\u20101"},{"key":"e_1_2_13_8_1","doi-asserted-by":"publisher","DOI":"10.1037\/0022\u20103514.74.5.1252"},{"key":"e_1_2_13_9_1","doi-asserted-by":"publisher","DOI":"10.1080\/15298860802501474"},{"key":"e_1_2_13_10_1","doi-asserted-by":"publisher","DOI":"10.1521\/jscp.2000.19.1.29"},{"key":"e_1_2_13_11_1","doi-asserted-by":"publisher","DOI":"10.1111\/j.1751\u20109004.2007.00001.x"},{"key":"e_1_2_13_12_1","doi-asserted-by":"publisher","DOI":"10.1111\/peps.12060"},{"key":"e_1_2_13_13_1","doi-asserted-by":"publisher","DOI":"10.1177\/1469540508095303"},{"key":"e_1_2_13_14_1","doi-asserted-by":"publisher","DOI":"10.1348\/096317905X26822"},{"key":"e_1_2_13_15_1","doi-asserted-by":"publisher","DOI":"10.1177\/0146167202289002"},{"key":"e_1_2_13_16_1","doi-asserted-by":"publisher","DOI":"10.1037\/0022\u20103514.81.1.17"},{"key":"e_1_2_13_17_1","doi-asserted-by":"publisher","DOI":"10.1002\/1097\u20104679(195607)12:3<205::aid\u2010jclp2270120302>3.0.co;2\u20100"},{"key":"e_1_2_13_18_1","doi-asserted-by":"publisher","DOI":"10.1016\/j.ijhm.2020.102544"},{"key":"e_1_2_13_19_1","doi-asserted-by":"publisher","DOI":"10.1037\/ocp0000326"},{"key":"e_1_2_13_20_1","doi-asserted-by":"publisher","DOI":"10.1037\/0021\u20109010.86.3.386"},{"key":"e_1_2_13_21_1","doi-asserted-by":"publisher","DOI":"10.1177\/0956797613504966"},{"key":"e_1_2_13_22_1","doi-asserted-by":"publisher","DOI":"10.1111\/peps.12156"},{"key":"e_1_2_13_23_1","doi-asserted-by":"publisher","DOI":"10.1007\/978-90-481-2354-4_10"},{"key":"e_1_2_13_24_1","doi-asserted-by":"publisher","DOI":"10.1037\/1089\u20102680.8.2.100"},{"key":"e_1_2_13_25_1","doi-asserted-by":"publisher","DOI":"10.1007\/BF02912493"},{"key":"e_1_2_13_26_1","first-page":"375","volume-title":"Handbook of stress, medicine and health","author":"Dupr\u00e9 K. 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