The Social Dimension of Service Interactions: Observer Reactions to Customer Incivility

Alexander P. Henkel*, Johannes Boegershausen, Anat Rafaeli, Jos Lemmink

*Corresponding author for this work

Research output: Contribution to journalArticleAcademicpeer-review

37 Citations (Web of Science)
Original languageEnglish
Pages (from-to)120-134
JournalJournal of Service Research
Issue number2
Publication statusPublished - May 2017


  • customer incivility
  • third-party observers
  • employee reaction
  • market versus social mind set
  • consumer misbehavior

Cite this