The effects of customer incivility and employee incivility on depersonalization: The mediation effect of forgiveness

This study examined the effect of customer incivility and employee on depersonalization as well mediation role forgiveness in effects depersonalization. The was conducted with 352 employees five-star hotels Antalya, Turkey. results show that increase hotel employees’ while partially mediates impact These findings indicate managers should encourage tendency to forgive, managerial support training for employees, learning about different cultures.