2026-09-19T05:10:40Zhttps://ecommons.cornell.edu/server/oai/requestoai:ecommons.cornell.edu:1813/1139012026-05-15T19:43:41Zcom_1813_35col_1813_47
Kim, Skylar
Kwortnik, Robert
Shi, Yuan
2024-01-31T21:12:23Z
2024-01-31T21:12:23Z
2023-05
ProQuest Submission ID: 11769
ProQuest Publication ID: 30486405
https://hdl.handle.net/1813/113901
https://doi.org/10.7298/vqs1-2m06
16176601
Customer incivility (CI) is a pervasive problem in service encounters and involves negative consequences for employees and organizational performance. While prior research has focused on the detrimental effects of CI, there is a limited understanding of its antecedents, especially from the customer perspective. To address this gap, this research examined the customer’s cognitive processes underlying CI. Drawing on cognitive appraisal theory, this research hypothesized that customer anger mediates the relationships between negative service experiences and CI and that confirmation bias, overconfidence, and social influence moderate the relationships. Using data from consumer surveys (Study 1) and TripAdvisor reviews (Study 2), findings show that conflict with employees is a key driver of CI, mediated by anger. Additionally, Study 1 found that confirmation bias and overconfidence moderate the effect of conflict on anger. Moreover, Study 2 showed that social-influence bias moderates the relationship between conflict and anger. These results have theoretical and practical implications for managing CI.
en
cognitive appraisal theory
confirmation bias
customer anger
customer incivility
overconfidence
social influence
An Examination of the Underlying Mechanisms of Customer Incivility: A Cognitive Approach
dissertation or thesis
https://newcatalog.library.cornell.edu/catalog/16176601
application/pdf
Hotel Administration
Cornell University
Master of Science
M.S., Hotel Administration
https://hdl.handle.net/1813/59810.2
Publication
Cornell Theses and Dissertations
Kim, Skylar
5893a6ea-7af3-41d7-abc6-04bcd26ab5df
open.access
open.access
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<Abstract>Customer incivility (CI) is a pervasive problem in service encounters and involves negative consequences for employees and organizational performance. While prior research has focused on the detrimental effects of CI, there is a limited understanding of its antecedents, especially from the customer perspective. To address this gap, this research examined the customer’s cognitive processes underlying CI. Drawing on cognitive appraisal theory, this research hypothesized that customer anger mediates the relationships between negative service experiences and CI and that confirmation bias, overconfidence, and social influence moderate the relationships. Using data from consumer surveys (Study 1) and TripAdvisor reviews (Study 2), findings show that conflict with employees is a key driver of CI, mediated by anger. Additionally, Study 1 found that confirmation bias and overconfidence moderate the effect of conflict on anger. Moreover, Study 2 showed that social-influence bias moderates the relationship between conflict and anger. These results have theoretical and practical implications for managing CI.</Abstract>
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