...   Antecedents and outcomes of customer incivility: A study of frontline employees in Vietnam retail industry Abstract One of the big challenges of retail industry is improve the service quality... workaholism (Lanzo et al., 2015) In Abid, Khan, Rafiq and Amed (2015) study, twenty one antecedents of workplace incivility were summarized and examined; in which customer incivility was examined... individual or customer may lead to the interpretation of “insulting and degrading verbal and nonverbal conduct” (Vagharseyyedin, 2015, p 116) Incivility in workplace has raised the concern of scholars