Applied Psychology
How and when customer cyber incivility relates to employees' work and nonwork outcomes: The roles of ego depletion and social support
Abstract As service delivery moves further online, customer–employee exchanges are shifting from traditional face‐to‐face encounters to computer‐mediated interactions. Although research has extensively documented the adverse effects of customer incivility in face‐to‐face service settings, little is known about its online counterpart (i.e., customer cyber incivility). Drawing on ego depletion theory and conservation of resources theory, we develop a theoretical model to explain how and when customer cyber incivility …