'With strangers there’s less accountability: Customers don’t feel like they have to play by the rules, because there aren’t any negative repercussions for them.'
has shown that employees experience incivility more frequently from customers than from colleagues. Why is that?
It’s important to point out that incivility typically doesn’t happen very often to most employees — on average, once every few months. But incivility from customers is twice as likely to occur as incivility from coworkers or supervisors. And the emotional effects on the employee can last beyond that day.
While a lot was made of an increase in the mistreatment of frontline workers during the pandemic, I haven’t seen any evidence supporting the idea that customers have actually become more uncivil toward employees. It’s possible that there was an increase inof mistreatment; we know that incivility is in the eye of the beholder and that it can be driven by emotions.
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