Witnessing Incivility among Employees : Effects on Consumer Anger and Negative Inferences about Companies

@inproceedings{Porath2010WitnessingIA,
  title={Witnessing Incivility among Employees : Effects on Consumer Anger and Negative Inferences about Companies},
  author={Christine L. Porath and Debbie Macinnis and Valerie S. Folkes},
  year={2010}
}
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… CONTINUE READING