My first job was working for a sporting goods store in a mall. I was really excited because it was a well-known company and had a sister company selling athletic shoes and clothing. But my manager was a guy much more concerned with making a sale than building a quality sales team or creating customer loyalty. One incident still stands out in my mind to this day. A teenager and his mother came into the store looking for a new backpack since the seams were coming apart. I asked

In their research studies, Porath, MacInnis, & Folkes (2010) “demonstrate[d] that witnessing an incident of employee-employee incivility cause[d] consumers to make negative generalizations about (a) others who work for the firm, (b) the firm as a whole, and (c) future encounters with the firm, inferences that go well beyond the incivility incident” (p. 292). We might expect that incivility directed at consumers would just have negative effects on those consumers. However, and