The Underlying Mechanisms between Customer Incivility and Employee’s Response: A Systematic Literature Review

Past studies have been conducted on the consequences of customer incivility toward frontline employees, but not much is known about underlying mechanism, that is, what mediates or moderates employee’s response towards incivility. It has challenging to perform a systematic review this research topic because previous did include procedures, hence presenting substantial challenge for other researchers interpret replicate. Therefore, aim study conduct literature extant focusing due The was following five key methodological steps, which are guided by ROSES as protocol. process included formulation questions, followed utilizing searching strategies (identification, screening, and eligibility) two main supporting databases namely Scopus, Web Science, Google Scholar, Dimensions. Next, quality appraisal articles performed data extraction using thematic analysis approach 26 were systematically selected review. generated 44 variables 15 sub-themes mechanisms incivility, further grouped into themes: 1) personal factors; (2) situational factors.