Interaction analyses between the Garner and the Flanker effect additionally revealed differences between the two experimental runs. Garner interference was associated with activation in middle frontal and middle temporal gyrus, the lingual gyrus as well as the IPL and SPL. Flanker interference was associated with activity in the inferior frontal gyrus, the anterior cingulate cortex, the precuneus as well as the inferior (IPL) and superior parietal lobule (SPL). The fMRI data revealed a fronto-parietal network involved in the processing of both types of effects. A run-wise analysis, however, revealed a Flanker effect in the Garner filtering condition in the first experimental run, while we found a Flanker effect in the Garner baseline condition in the second experimental run. Behavioral data showed a significant Flanker but no Garner effect. In the present experiment twenty-four subjects participated in a combined Garner and Flanker task during two runs of functional magnetic resonance imaging (fMRI) recordings. However, it remains unclear whether the mechanisms involved in the processing of both effects depend on similar filter mechanisms, such that especially the Garner effect is able to modulate filtering needs in the Flanker conflict. Several studies demonstrated that visual filtering mechanisms might underlie both conflict resolution of the Flanker conflict and the control of the Garner effect. Neural control of enhanced filtering demands in a combined Flanker and Garner conflict task.īerron, David Frühholz, Sascha Herrmann, Manfred Practical implications are discussed, identifying options for organizational leaders interested in reducing customer incivility, and advice is provided for researchers seeking to further examine the antecedents of customer incivility. The results of a 2 time-point survey study showed that the service environment, service rep incivility, service orientation, agreeableness, and neuroticism served as antecedents to customer incivility. In Study 2, we conducted a quantitative study to investigate-from the perspective of the service employee- customer incivility antecedents that could be potentially controlled by the organization, either through changing the work environment or the employee (through training and selection).
Three overall themes (with 13 subthemes) emerged that could potentially lead to customer incivility: characteristics of the customer, characteristics of the organization/environment, and characteristics of the service employee.
For Study 1, we used a qualitative approach, assessing customer incivility from the perspective of the customer. As such, we conducted 2 studies examining these antecedents. This is a clear oversight, given that understanding antecedents of customer incivility is essential for determining methods for reducing this stressor. Despite an understanding of the negative outcomes of customer incivility (e.g., burnout, disengagement, absenteeism), little research has investigated antecedents of this low-intensity deviant behavior. A qualitative and quantitative examination of the antecedents of customer incivility.Ĭustomer incivility is known to have a negative impact on employees working in service jobs.
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