Examination of the antecedents and outcomes of Customer Incivility: A case study in Ho Chi Minh City

The purpose of this study is to test the antecedents and outcomes customer incivility in Ho Chi Minh city. Based on a literature review Customer Incivility studies, investigates case Vietnamese hospitality industry. paper follows quantitative approach. A collection sample was gathered from 477 customers facing employees working organizations (hotel restaurant) City, biggest city Vietnam June 2020 August 2020, data were analyzed through structural equation modeling. results suggest that primarily predicted by service orientation, training/knowledge, representative incivility. In addition, also show found have significant effect forgiveness vengeance. These official help offer several managerial implications via cementing upgrading better orientation for hotels, restaurants as well training much more comprehensive about their role confront with customers, which support minimize enhance quality.