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Journal articles on the topic 'Customer incivility'

Author: Grafiati

Published: 4 June 2021

Last updated: 7 February 2022

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1

Zhan, Xiaojun, Wenhao Luo, Hanyu Ding, Yanghao Zhu, and Yirong Guo. "Are employees' emotional labor strategies triggering or reducing customer incivility: a sociometer theory perspective." Journal of Service Theory and Practice 31, no. 3 (2021): 296–317. http://dx.doi.org/10.1108/jstp-01-2020-0009.

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PurposePrior studies have mainly attributed customer incivility to dispositional characteristics, whereas little attention has been paid to exploring service employees' role in triggering or reducing customer incivility. The purpose of the present study is to propose and test a model in which service employees' emotional labor strategies affect customer incivility via influencing customers' self-esteem threat, as well as examine the moderating role of customer's perception of service climate.Design/methodology/approachBased on a matched sample consisting of 317 employee-customer dyads in China

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2

Kim, Haemi, and Hailin Qu. "Employees’ burnout and emotional intelligence as mediator and moderator in the negative spiral of incivility." International Journal of Contemporary Hospitality Management 31, no. 3 (2019): 1412–31. http://dx.doi.org/10.1108/ijchm-12-2017-0794.

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Purpose This paper aims to study how the negative spiral of incivility from customers to employees happens by measuring the mediating effect of employees’ burnout. Moreover, it investigates how to mitigate the detrimental influences of customer incivility by assessing the moderating effect of employees’ emotional intelligence. Design/methodology/approach A cross-sectional questionnaire survey using MTurk was conducted, targeting full-service restaurant employees. Descriptive statistic, confirmatory factor analysis, structural equation modeling and hierarchical multiple regression analysis were

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3

Cheng, Bao, Gongxing Guo, Jian Tian, and Ahmed Shaalan. "Customer incivility and service sabotage in the hotel industry." International Journal of Contemporary Hospitality Management 32, no. 5 (2020): 1737–54. http://dx.doi.org/10.1108/ijchm-06-2019-0545.

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Purpose Using equity theory, this study aims to examine the role of customer incivility in effecting service sabotage among hotel employees by recognizing the mediating role of revenge motivation and the moderating effect of emotion regulation. Design/methodology/approach A multi-wave, multi-source questionnaire survey was conducted with 291 employee–supervisor dyads at chain hotels in Shenzhen, China. Previously developed and validated measures for customer incivility, revenge motivation, emotion regulation and service sabotage were adopted to test the hypotheses. Findings Customer incivility

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4

Medler-Liraz, Hana. "Customer incivility, rapport and tipping: the moderating role of agreeableness." Journal of Services Marketing 34, no. 7 (2020): 955–66. http://dx.doi.org/10.1108/jsm-06-2019-0220.

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Purpose Although studies have emphasized the need to explore the negative consequences of customer incivility, scant attention has been paid to positive factors that can mitigate its negative effects on employees’ service performance. The purpose of this study is to extend research on customer incivility and its association with rapport and tipping through the prism of conservation of resources theory. It also examines the role of agreeableness as a personal resource in coping with instances of incivility. Design/methodology/approach A total of 502 Israeli restaurant servers took part in this

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Kim, Haemi, and Hailin Qu. "The Effects of Experienced Customer Incivility on Employees’ Behavior Toward Customers and Coworkers." Journal of Hospitality & Tourism Research 43, no. 1 (2018): 58–77. http://dx.doi.org/10.1177/1096348018764583.

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This study investigates how customer incivility is related to employee incivility toward both customers and coworkers by assessing the effects of emotional job demands and burnout. The target population of this research is frontline employees working in the full-service restaurant segment in the United States. Convenience sampling was used to select participants for an online survey. The results show that employees’ experienced customer incivility is positively associated with both emotional job demands and burnout. In addition, emotional job demands mediate the association between experienced

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6

Lin, Cheng-Chen, and Fong-Yi Lai. "The mechanism and boundary conditions of the relationship between customer incivility and service quality." Journal of Management & Organization 26, no. 2 (2019): 201–18. http://dx.doi.org/10.1017/jmo.2018.82.

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AbstractThis study addresses the causal linkage between customer incivility and service quality through the lens of self-determination theory, according to which need satisfaction as a potential mechanism mediates this relationship. Additionally, it examines the moderating role of surface acting in the relationship between customer incivility and need satisfaction. Dyadic questionnaires were collected from restaurant employees and their customers in Taiwan. A total of 190 employees and 645 customers participated in this study. Results found that need satisfaction mediates the negative relation

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7

Kiffin-Petersen, Sandra A., and Geoffrey N. Soutar. "Service employees’ personality, customer orientation and customer incivility." International Journal of Quality and Service Sciences 12, no. 3 (2020): 281–96. http://dx.doi.org/10.1108/ijqss-12-2018-0104.

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Purpose The purpose of this study is to examine the mediating role customer orientation plays in the relationship between service employees’ personality and their perceived experiences of customer incivility. Design/methodology/approach Service workers from a variety of industries were recruited from an online panel service and asked to complete a self-report on-line questionnaire (n = 253). PLS structural equation modeling was used to test the research hypotheses. Findings Service employees who are high in agreeableness and core self-evaluations are more customer-oriented and, as a result, re

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8

Hur, Won-Moo, Tae Won Moon, and Su-Jin Han. "The effect of customer incivility on service employees’ customer orientation through double-mediation of surface acting and emotional exhaustion." Journal of Service Theory and Practice 25, no. 4 (2015): 394–413. http://dx.doi.org/10.1108/jstp-02-2014-0034.

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Purpose – The purpose of this paper is to examine how customer incivility affects service employees’ emotional labor (i.e. surface acting) and the way surface acting augments their emotional exhaustion at work, and in turn, damages customer orientations of service employees. Design/methodology/approach – Using a sample of 309 department store sales employees in South Korea, a two-stage mediation model is used in terms of structural equation modeling. Findings – The results indicate that customer incivility is positively related to service employees’ use of surface acting; this, in turn, result

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9

Nawaz, Asif, Beenish Tariq, Sarfraz Ahmed Dakhan, Antonio Ariza-Montes, Niaz Ahmed Bhutto, and Heesup Han. "Behaviors also Trickle Back: An Assessment of Customer Dysfunctional Behavior on Employees and Customers." Sustainability 12, no. 20 (2020): 8427. http://dx.doi.org/10.3390/su12208427.

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This study examined the trickle in, out, around and trickle back effect of dysfunctional customer behavior on employees and consequently employees’ incivility and service recovery efforts toward customers. Furthermore, this study has specifically tested the mediating effect of employee burnout to examine the trickle around and trickle back effect. To explore the multi-level trickle effect, this study has collected data from two sources, i.e., customers and employees. The data was analyzed with the help of AMOS. The results revealed that customer’s verbal aggression escalates employee’s burnout

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10

Wang, Chih-Hung, and Hsi-Tien Chen. "Relationships among workplace incivility, work engagement and job performance." Journal of Hospitality and Tourism Insights 3, no. 4 (2020): 415–29. http://dx.doi.org/10.1108/jhti-09-2019-0105.

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PurposeThis empirical study explored how coworker incivility and customer incivility affect the work engagement and job performance of frontline employees.Design/methodology/approachTo investigate the incivility and characteristics of hospitality industry workplaces, this study recruited frontline employees from tourist hotels as study participants. Because complete contact information could not be obtained for this population, convenience sampling was employed. A structured questionnaire was used for data collection.FindingsCoworker incivility and customer incivility reduced work engagement a

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11

Arasli, Huseyin, Boshra Hejraty Namin, and A. Mohammed Abubakar. "Workplace incivility as a moderator of the relationships between polychronicity and job outcomes." International Journal of Contemporary Hospitality Management 30, no. 3 (2018): 1245–72. http://dx.doi.org/10.1108/ijchm-12-2016-0655.

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Purpose On the basis of person–job fit theory and conservation of resource theory, this study aims to develop and test a model to examine the impact of polychronicity on frontline employees’ job performance in hotel industry and simultaneously, investigate the moderating effects of supervisor, coworker and customer incivility as stressors in the relationship between polychronicity and employees’ job performance. Design/methodology/approach Data are obtained in North Cyprus from 262 frontline employees working in four- and five-star hotels. Findings The results suggest that polychronicity refer

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Bacile, Todd J. "Digital customer service and customer-to-customer interactions: investigating the effect of online incivility on customer perceived service climate." Journal of Service Management 31, no. 3 (2020): 441–64. http://dx.doi.org/10.1108/josm-11-2018-0363.

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PurposeThe domain of digital service not only includes digital service products made available for purchase but also the provision of digital customer service, such as customers seeking support on brands' social media channels. This type of digital customer service introduces new challenges not found in offline service recovery situations. This research highlights one such occurrence by investigating customer-to-customer (C2C) interactions during digital service recovery. In particular, dysfunctional dialog, such as online incivility (e.g. rude and insulting comments), directed at a complainan

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13

Shin, Yuhyung, Won-Moo Hur, and Seongho Kang. "Mistreatment from Multiple Sources: Interaction Effects of Abusive Supervision, Coworker Incivility, and Customer Incivility on Work Outcomes." International Journal of Environmental Research and Public Health 18, no. 10 (2021): 5377. http://dx.doi.org/10.3390/ijerph18105377.

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Despite the large body of research on workplace mistreatment, surprisingly few studies have examined the interaction effect of multiple interpersonal stressors on employee outcomes. To fill this gap, our research aimed to test the moderating effects of coworker incivility and customer incivility on the relationship between abusive supervision, emotional exhaustion, and job performance. Analyses conducted on 651 South Korean frontline service employees revealed that abusive supervision exerted a significant indirect effect on job performance through emotional exhaustion. Customer incivility str

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14

Moon, Tae Won, and Won-Moo Hur. "Go home and kick the dog." Journal of Service Theory and Practice 28, no. 5 (2018): 554–75. http://dx.doi.org/10.1108/jstp-03-2018-0052.

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PurposeThe purpose of this paper is to examine the spillover effects of coworker incivility on customer-directed counterproductive work behavior (CWB) and how emotional exhaustion mediates the relationship between them. The authors predicted that job calling and perceived organizational support (POS) would moderate the relationship between experienced coworker incivility and service employees’ emotional exhaustion, respectively.Design/methodology/approachSurvey data from 252 frontline employees working at six full-service luxury hotels in South Korea were examined.FindingsThe results indicated

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15

Kim, Yeonggug, and Eunju Woo. "Qualitative Study on Types of Customer Incivility and Service Employees’ Recognition of Customer Incivility." Journal of Tourism Management Research 25, no. 3 (2021): 133–48. http://dx.doi.org/10.18604/tmro.2021.25.3.7.

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Bedi, Akanksha, and Aaron C. H. Schat. "Employee revenge against uncivil customers." Journal of Services Marketing 31, no. 6 (2017): 636–49. http://dx.doi.org/10.1108/jsm-01-2016-0003.

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Purpose This study aims to examine the relations between service employee blame attributions in response to customer incivility and revenge desires and revenge behavior toward customers, and whether employee empathy moderated these relations. Design/methodology/approach The authors used survey data based on the critical incident method provided by a sample of 431 customer service employees. Findings The results suggested that blaming a customer was positively associated with desire for revenge and revenge behaviors against the uncivil customer. In addition, the authors found that blame was les

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17

Sommovigo, Valentina, Ilaria Setti, and Piergiorgio Argentero. "The Role of Service Providers’ Resilience in Buffering the Negative Impact of Customer Incivility on Service Recovery Performance." Sustainability 11, no. 1 (2019): 285. http://dx.doi.org/10.3390/su11010285.

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In the service sector, customer-related social stressors may weaken employees’ well-being, impairing job-related outcomes. Drawing on the Conservation of Resources theory and on the psychology of sustainability, fostering personal resources become critical to encourage service providers who can effectively manage such job demands. This study investigated how customer-related social stressors and customer orientation influence service recovery performance and whether resilience buffers the negative effects of customer incivility on service recovery performance. One hundred and fifty-seven Itali

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Hur, Won-Moo, Taewon Moon, and Jea-Kyoon Jun. "The effect of workplace incivility on service employee creativity: the mediating role of emotional exhaustion and intrinsic motivation." Journal of Services Marketing 30, no. 3 (2016): 302–15. http://dx.doi.org/10.1108/jsm-10-2014-0342.

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Purpose This study aims to examine how workplace incivility (i.e. coworker and customer incivility) affects service employees’ creativity, specifically the way emotional exhaustion at work decreases their intrinsic motivation, and, in turn, damages service employees’ creativity. The purpose of this study, therefore, is to show the mechanism by which both coworker and customer incivility at work affects service employee creativity. Design/methodology/approach Service employees from a hotel in South Korea were surveyed using a self-administered instrument for data collection. Out of 450 question

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19

Kim, Youngsun Sean, and Melissa A. Baker. "Observer reactions to other customer incivility." International Journal of Contemporary Hospitality Management 31, no. 3 (2019): 1292–308. http://dx.doi.org/10.1108/ijchm-03-2018-0262.

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20

Choi, Yongduk, and Joon Goo Han. "The Negative Effects of Customer Incivility and the Moderating Role of Perceived Organizational Support for Customer Incivility." Korean Academy of Management 26, no. 4 (2018): 31–58. http://dx.doi.org/10.26856/kjom.2018.26.4.31.

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21

Yang, Kyunguk, and Yeon Joo Chae. "Latent Growth Modeling of Customer Incivility: On the Relationships among Affect-appraisal, Customer Incivility and Emotional Exhaustion." Korean Academic Association of Business Administration 34, no. 6 (2021): 977–1006. http://dx.doi.org/10.18032/kaaba.2021.34.6.977.

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22

Shin, Yuhyung, and Won-Moo Hur. "When Do Service Employees Suffer More from Job Insecurity? The Moderating Role of Coworker and Customer Incivility." International Journal of Environmental Research and Public Health 16, no. 7 (2019): 1298. http://dx.doi.org/10.3390/ijerph16071298.

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The present study examines the effect of service employees’ job insecurity on job performance through emotional exhaustion. We identified workplace incivility (i.e., coworker and customer incivility) as a boundary condition that strengthens the positive relationship between job insecurity and emotional exhaustion. To test this moderating effect, we collected online panel surveys from 264 Korean service employees at two time points three months apart. As predicted, the positive relationship between job insecurity and job performance was partially mediated by emotional exhaustion. Of the two for

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23

Cheng, Bao, Yun Dong, Xing Zhou, Gongxing Guo, and Yan Peng. "Does customer incivility undermine employees’ service performance?" International Journal of Hospitality Management 89 (August 2020): 102544. http://dx.doi.org/10.1016/j.ijhm.2020.102544.

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24

Frey-Cordes, Regina, Meike Eilert, and Marion Büttgen. "Eye for an eye? Frontline service employee reactions to customer incivility." Journal of Services Marketing 34, no. 7 (2020): 939–53. http://dx.doi.org/10.1108/jsm-07-2019-0270.

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Purpose Frontline service employees (FSEs) face high demands of emotional labor when dealing with difficult, and sometimes even uncivil, customer behavior while attempting to deliver service with a smile. The purpose of this study is to investigate whether employees reciprocate uncivil customer behavior. The authors investigate two potential processes – ego threat and perceived interactional justice – and further address boundary conditions of this effect. Design/methodology/approach The data for this paper were collected in three studies: one field experiment and two online experiments using

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Cho, Meehee, Mark A. Bonn, Su Jin Han, and Kyung Hee Lee. "Workplace incivility and its effect upon restaurant frontline service employee emotions and service performance." International Journal of Contemporary Hospitality Management 28, no. 12 (2016): 2888–912. http://dx.doi.org/10.1108/ijchm-04-2015-0205.

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Purpose This study aims to acquire a better understanding about consequences of workplace incivility upon restaurant frontline service employees caused by customers, supervisors and coworkers. The moderating roles of perceived organizational support (POS) and emotion regulation ability (ERA) were also tested to determine the possibility for reducing the negative effect of workplace incivility upon the emotional exhaustion of restaurant frontline service employees. Design/methodology/approach Using data obtained from 239 restaurant frontline service employees, a 35-item instrument was used to a

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Shahryari, Yasin, and Kamarul Zaman Ahmad. "The moderating impact of resilience on the relationship between workplace incivility and turnover intentions: a proposed study in Dubai retail SME’s." International Conference on Advances in Business, Management and Law (ICABML) 2017 1, no. 1 (2017): 236–43. http://dx.doi.org/10.30585/icabml-cp.v1i1.24.

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This is a theoretical paper that aims to explore the determinants of employee turnover intention among retail SMEs in Dubai in terms of incivility (customer, coworker, supervisor) and the mediating role of emotional exhaustion with the moderating effect of resilience. The retail industry in Dubai will be one of the main beneficiaries of the study since it appears that they suffer high turnover intention and cost. Managements and owners of retail SMEs in Dubai would be able to get a better idea of the determinants of employee turnover intention and workplace incivility through the analysi

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27

Zhu, Hong, Yijing Lyu, and Yijiao Ye. "The Impact of Customer Incivility on Employees’ Family Undermining." Academy of Management Proceedings 2019, no. 1 (2019): 17184. http://dx.doi.org/10.5465/ambpp.2019.17184abstract.

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Aboodi, Hamid, and Sayyed Mohsen Allameh. "A theoretical model of antecedents of customer-directed incivility." International Journal of Business Excellence 17, no. 4 (2019): 516. http://dx.doi.org/10.1504/ijbex.2019.099127.

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Allameh, Sayyed Mohsen, and Hamid Aboodi. "A theoretical model of antecedents of customer-directed incivility." International Journal of Business Excellence 17, no. 4 (2019): 516. http://dx.doi.org/10.1504/ijbex.2019.10020547.

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Zhu, Julie N. Y., Long W. Lam, and Jennifer Y. M. Lai. "Returning good for evil: A study of customer incivility and extra-role customer service." International Journal of Hospitality Management 81 (August 2019): 65–72. http://dx.doi.org/10.1016/j.ijhm.2019.03.004.

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Lee, Suk-Dong, and Tae-Jun Chun. "Causal Relationship among Customer Incivility, Affectivity, Emotional Labor of Caddy." Journal of the Korean society for Wellness 11, no. 3 (2016): 121. http://dx.doi.org/10.21097/ksw.2016.08.11.3.121.

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Min, So-Ra, and Seul-Ki Lee. "Effects of Customer Incivility on Job Stress and Deviant Behavior." Journal of Tourism and Leisure Research 31, no. 8 (2019): 381–98. http://dx.doi.org/10.31336/jtlr.2019.8.31.8.381.

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33

Lee, Seul Ki, and Woo Sok Han. "The Effects of Experienced Customer Incivility on Hospital Administration Employee’s Job Satisfaction and Customer Orientation." Journal of Korea Service Management Society 19, no. 5 (2018): 173–90. http://dx.doi.org/10.15706/jksms.2018.19.5.009.

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34

Chung, Hyunah, Wei Quan, Bonhak Koo, et al. "A Threat of Customer Incivility and Job Stress to Hotel Employee Retention: Do Supervisor and Co-Worker Supports Reduce Turnover Rates?" International Journal of Environmental Research and Public Health 18, no. 12 (2021): 6616. http://dx.doi.org/10.3390/ijerph18126616.

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The study investigates the impact of customer incivility, job stress, perceived supervisor support, and perceived co-worker support on the turnover intention of frontline employees. A survey-questionnaire approach was used to collect the point of view of frontline employees that work in five-star hotels in a metropolitan city of Korea. Four independent variables that were extracted from valid theoretical backgrounds along with four demographic variables were used in the study. The regression analysis was conducted to test the hypotheses, which revealed that job stress directly affected the emp

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정효선, Hye Hyun Yoon, and 박영미. "Spillover Effects in Customer Incivility: Impacts on Frontline Employees’ Negative Behaviors." Culinary Science & Hospitality Research 23, no. 6 (2017): 110–17. http://dx.doi.org/10.20878/cshr.2017.23.6.012.

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36

Sliter, Michael, and Morgan Jones. "A qualitative and quantitative examination of the antecedents of customer incivility." Journal of Occupational Health Psychology 21, no. 2 (2016): 208–19. http://dx.doi.org/10.1037/a0039897.

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37

Li, Shanshi, Jueying Zhan, Bao Cheng, and Noel Scott. "Frontline employee anger in response to customer incivility: Antecedents and consequences." International Journal of Hospitality Management 96 (July 2021): 102985. http://dx.doi.org/10.1016/j.ijhm.2021.102985.

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38

Okan, Mehmet, and Ayse Banu Elmadag. "Witnessing verbal aggression: role of customers’ self-conscious emotions." Journal of Services Marketing 34, no. 2 (2020): 253–68. http://dx.doi.org/10.1108/jsm-01-2019-0037.

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Purpose This paper aims to examine the widespread effects of service actors’ verbal aggression on witness customers’ intentions toward the service organizations through their self-conscious emotions. The moderating roles of the witness customers’ empathic tendencies and the source of aggression are also examined. Design/methodology/approach In two scenario-based experiments and by adopting a multifoci approach, severity of mistreatment (aggression vs incivility vs no-mistreatment) and source of mistreatment (employee-to-employee and customer-to-customer) were manipulated to test distinctive ef

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Tiarapuspa, Tiarapuspa, and Gita Novia Riani. "EFEK INSIVILITAS PELANGGAN, PENYELIA DAN KARYAWAN TERHADAP EXHAUSTION EMOSIONAL." Jurnal Manajemen dan Pemasaran Jasa 11, no. 1 (2018): 21. http://dx.doi.org/10.25105/jmpj.v11i1.2528.

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<p><em>This research aims to analyze the workplace incivility </em><em>that is caused by customer, supervisor, and coworker and how it effects their emotional exhaustion. The object of this sample is frontline employees of casual restaurants in Jakarta. To test the hypotheses, this study distributes 170 survey questionners. Among these, 21 questionners were excluded because of incomplete responses. A total 149 survey questioners were analyzed by using the method of Structural Equation Model (SEM). The result shows that only coworker incivility significantly increases th

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Yue, Yumeng, Helena Nguyen, and Stephen J. Frenkel. "Momentary Effects of Customer Incivility and Effectiveness of Emotion-Focused Coping Strategies." Academy of Management Proceedings 2018, no. 1 (2018): 14646. http://dx.doi.org/10.5465/ambpp.2018.14646abstract.

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Srivastava, Anugamini Priya. "Evaluating the role of customer incivility and job strain on psychological health." International Journal of Comparative Management 3, no. 1/2 (2020): 142. http://dx.doi.org/10.1504/ijcm.2020.10029409.

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Srivastava, Anugamini Priya. "Evaluating the role of customer incivility and job strain on psychological health." International Journal of Comparative Management 3, no. 1/2 (2020): 142. http://dx.doi.org/10.1504/ijcm.2020.107332.

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Walker, David Douglas, Danielle van Jaarsveld, and Daniel Skarlicki. "Untangling Employee and Customer Incivility Spirals: Hardiness and Boredom in Service Interactions." Academy of Management Proceedings 2012, no. 1 (2012): 17287. http://dx.doi.org/10.5465/ambpp.2012.17287abstract.

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Wilson, Nicole L., and Camilla M. Holmvall. "The differential effects of supervisor, coworker, and customer incivility on strain outcomes." Academy of Management Proceedings 2012, no. 1 (2012): 17938. http://dx.doi.org/10.5465/ambpp.2012.17938abstract.

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Yue, Yumeng, Karyn L. Wang, and Markus Groth. "Incivility breeds civility? Effect of customer mistreatment on employees’ daily helping behavior." Academy of Management Proceedings 2015, no. 1 (2015): 10334. http://dx.doi.org/10.5465/ambpp.2015.154.

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46

Torres, Edwin N., Mathilda van Niekerk, and Marissa Orlowski. "Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry." Journal of Hospitality Marketing & Management 26, no. 1 (2016): 48–66. http://dx.doi.org/10.1080/19368623.2016.1178620.

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Liu, Jing, Isaac Washburn, and Hailin Qu. "A conceptual and methodological investigation of a multilevel model of customer incivility." International Journal of Hospitality Management 79 (May 2019): 168–78. http://dx.doi.org/10.1016/j.ijhm.2019.01.011.

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Walker, David D., Danielle D. van Jaarsveld, and Daniel P. Skarlicki. "Exploring the effects of individual customer incivility encounters on employee incivility: The moderating roles of entity (in)civility and negative affectivity." Journal of Applied Psychology 99, no. 1 (2014): 151–61. http://dx.doi.org/10.1037/a0034350.

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Guo, Yang, Pok Man Tang, and Runkun Su. "The Daily Impact of Customer Incivility on Service Employees' Self- Denigration and Behaviors." Academy of Management Proceedings 2019, no. 1 (2019): 17934. http://dx.doi.org/10.5465/ambpp.2019.17934abstract.

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50

Sliter, Michael, Steve Jex, Katherine Wolford, and Joanne McInnerney. "How rude! Emotional labor as a mediator between customer incivility and employee outcomes." Journal of Occupational Health Psychology 15, no. 4 (2010): 468–81. http://dx.doi.org/10.1037/a0020723.

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