Incivility shuts people down…. Employees contribute less and lose their conviction, whether because of a boss saying, “If I wanted to know what you thought, I’d ask you,” or screaming at an employee who overlooks a typo in an internal memo.
Customers behave the same way. In studies I did with the marketing professors Deborah MacInnis and Valerie S. Folkes at the University of Southern California, we found that people were less likely to patronize a business that has an employee who is perceived as rude — whether the rudeness is directed at them or at other employees. Witnessing a short negative interaction leads customers to generalize about other employees, the organization and even the brand.
Christine Porath, “No Time to Be Nice”, The New York Times (21 June 2015), SR6.