Authors Christine Porath, Debbie MacInnis, and Valerie Folkes (all University of Southern California) conducted several studies of employee-employee incivility and found that consumers frequently witnessed incidents of employees behaving badly toward each other.
"Employee incivility was reported across a variety of industries, including restaurants, banks, government offices, gyms, retail stores, universities, airlines, and entertainment venues," the authors write. "Approximately 40 percent reported witnessing an act of employee incivility at least once per month."
Across four studies, the authors found that consumers witnessing acts of employee incivility among employees is extremely detrimental to companies. "It induces consumer anger and causes consumers to make broad and negative conclusions (generalizations) about the firm as a whole, other employees who work there, and expectations about future encounters with the firm; conclusions that go well beyond the uncivil incident."
Surprisingly, these negative responses extended even to cases when the uncivil employee was trying to help the customer by rectifying a delay in service delivery.
The authors suggest ways for corporations to promote employee civility. "Several methods include selecting for and training in civility, setting zero-tolerance expectations, and reprimanding incivility before it festers," the authors write.
"Our findings suggest one reason why training in the treatment of customers and employees enhances the bottom line—because of its impact on customer behavior," the authors conclude.
Christine Porath, Debbie MacInnis, and Valerie Folkes. "Witnessing Incivility among Employees: Effects on Consumer Anger and Negative Inferences about Companies." Journal of Consumer Research: August 2010. A preprint of this article (to be officially published online soon) can be found at http://journals.uchicago.edu/jcr).
Mary-Ann Twist | EurekAlert!
Smart Data Transformation – Surfing the Big Wave
02.12.2016 | Fraunhofer-Institut für Angewandte Informationstechnik FIT
Climate change could outpace EPA Lake Champlain protections
18.11.2016 | University of Vermont
In recent years, lasers with ultrashort pulses (USP) down to the femtosecond range have become established on an industrial scale. They could advance some applications with the much-lauded “cold ablation” – if that meant they would then achieve more throughput. A new generation of process engineering that will address this issue in particular will be discussed at the “4th UKP Workshop – Ultrafast Laser Technology” in April 2017.
Even back in the 1990s, scientists were comparing materials processing with nanosecond, picosecond and femtosesecond pulses. The result was surprising:...
Have you ever wondered how you see the world? Vision is about photons of light, which are packets of energy, interacting with the atoms or molecules in what...
A multi-institutional research collaboration has created a novel approach for fabricating three-dimensional micro-optics through the shape-defined formation of porous silicon (PSi), with broad impacts in integrated optoelectronics, imaging, and photovoltaics.
Working with colleagues at Stanford and The Dow Chemical Company, researchers at the University of Illinois at Urbana-Champaign fabricated 3-D birefringent...
In experiments with magnetic atoms conducted at extremely low temperatures, scientists have demonstrated a unique phase of matter: The atoms form a new type of quantum liquid or quantum droplet state. These so called quantum droplets may preserve their form in absence of external confinement because of quantum effects. The joint team of experimental physicists from Innsbruck and theoretical physicists from Hannover report on their findings in the journal Physical Review X.
“Our Quantum droplets are in the gas phase but they still drop like a rock,” explains experimental physicist Francesca Ferlaino when talking about the...
The Max Planck Institute for Physics (MPP) is opening up a new research field. A workshop from November 21 - 22, 2016 will mark the start of activities for an innovative axion experiment. Axions are still only purely hypothetical particles. Their detection could solve two fundamental problems in particle physics: What dark matter consists of and why it has not yet been possible to directly observe a CP violation for the strong interaction.
The “MADMAX” project is the MPP’s commitment to axion research. Axions are so far only a theoretical prediction and are difficult to detect: on the one hand,...
16.11.2016 | Event News
01.11.2016 | Event News
14.10.2016 | Event News
08.12.2016 | Life Sciences
08.12.2016 | Physics and Astronomy
08.12.2016 | Materials Sciences