Screening the Back Spaces (07-13-10)

Porath and her colleagues have investigated situations in which customers see employees interact who are upset with each other, and the ramifications are dire.  They determined “Witnessing an incident of employee-employee incivility causes 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.”  Building in places throughout front spaces in places such as restaurants and service centers where negative back stage events between employees can be fully shielded from client view decreases the likelihood that these interactions will harm an employer’s competitive position.

Christine Porath, Debbie Macinnis, and Valerie Folkes. “Witnessing Incivility Among Employees:  Effects on Consumer Anger and Negative Inferences About Companies.”  Journal of Consumer Research, in press.