Consumer Incivility: a Control Restoration Mechanism

Consumer incivility towards frontline employees is common. We argue that consumers engage in uncivil behavior when they lack control. Control-deprived consumers perceive more service failures and they react to such failures with incivility. Consumer incivility is a control restoration mechanism. Our initial experiment indicates support for our argument.



Citation:

Gurbir Singh, Abhishek Mishra, Sanjeev Tripathi, and Shruti Tewari (2018) ,"Consumer Incivility: a Control Restoration Mechanism", in AP - Asia-Pacific Advances in Consumer Research Volume 12, eds. Shailendra Pratap Jain, Akshaya Vijayalakshmi, and , Duluth, MN : Association for Consumer Research, Pages: 78-78.

Authors

Gurbir Singh, Indian Institute of Management Indore, India
Abhishek Mishra, Indian Institute of Management Indore, India
Sanjeev Tripathi, Indian Institute of Management Indore, India
Shruti Tewari, Indian Institute of Management Indore, India



Volume

AP - Asia-Pacific Advances in Consumer Research Volume 12 | 2018



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