The buffering role of collective mindfulness in customer incivility and service sabotage: a multilevel study of Indian banks
Niharika Gaan,
Yuhyung Shin
Abstract:PurposeThis study explores the moderated mediation effect, wherein collective mindfulness attenuates the hypothesised relationship between customer incivility, service sabotage and psychological well-being and is supported by the conservation of resources (COR) theory.Design/methodology/approachMultiwave and multisource data were collected from 315 frontline employees (FLEs) working in 32 Indian bank branches. Using HLM 7.00, the authors tested a multilevel model in which branch-level collective mindfulness mo… Show more
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