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



Share Proceeding

Featured papers

See More

Featured

P10. Omission Bias in the Gain vs. Loss Domain

Jen H. Park, Stanford University, USA

Read More

Featured

Priming & Privacy: How Subtle Trust Cues Online Affect Consumer Disclosure and Purchase Intentions

James A Mourey, DePaul University, USA
Ari Waldman, New York Law School

Read More

Featured

I’m Just Trying to Help: How Volunteers’ Social Media Posts Alter Support for Charitable Organizations

Michelle Daniels, Arizona State University, USA
Kirk Kristofferson, Ivey Business School
Andrea Morales, Arizona State University, USA

Read More

Engage with Us

Becoming an Association for Consumer Research member is simple. Membership in ACR is relatively inexpensive, but brings significant benefits to its members.