earticle

영어

The main aim of this study was to investigate types of customer incivility and service employees’ recognition towards incivility in the tourism and hospitality industries. To obtain the study purpose, the current study carried out the in-depth interviews with 15 people who have worked in the tourism and hospitality industries and experienced customer incivility. Snowball sampling was used, and the interview resulted were analyzed based on the grounded theory. As the results, The study’s findings showed that there were four types of costomer incivility, ‘verbal violence’, ‘Private request’, ‘physical threats’, ‘intimidating manner’. The major theoretical and practical implications of this study were discussed, and the limitations and comments for future research were suggested.