Conflict-solving as a mediator between customer incivility and service performance

The customer incivility literature has primarily focused on emotional exhaustion and burnout as emotion-focused mediators that channel the effect of incivility. Drawing conservation resources (COR) theory, current research proposes a new problem-solving-focused mediator, namely, conflict-solving behavior. authors test mediating role behavior between service performance while controlling for employee parallel mediation mechanisms. results from three studies provide strong support negative relationship full mediator performance. Furthermore, is mitigated when employees are promotion-focused investment in building increases. findings extend scope generalizability business-to-customer to business-to-business context. Managerial implications training hiring well importance cultivating relationships buffer dampen discussed.