The Buffering Role of Collective Mindfulness in Customer Incivility and Service Sabotage: A Multilevel Study of Indian Banks

Dr. Niharika Gaan, (Faculty and Area Head of HR/OB) at MDI Murshidabad, co-authored a study with Professor Yuhyung Shin from Hanyang University, Korea, titled “The Buffering Role of Collective Mindfulness in Customer Incivility and Service Sabotage: A Multilevel Study of Indian Banks,” published in the International Journal of Bank Marketing (ABDC A-ranked, Scopus Q1).

The research explores how collective mindfulness at the branch level can mitigate the impact of customer incivility on service sabotage and psychological well-being, offering a new perspective beyond individual buffers.

MDI Murshidabad congratulates Dr. Niharika Gaan on this significant achievement.

Read the full study here: https://www.emerald.com/…/ijbm-07-2023-0371/full/html