Customers are increasingly uncivil to employees and research is needed that examines customer incivility, frequency, emotion regulation, coworker support and their effects on employee cynicism, depersonalization, and job performance. To address these gaps, Study 1 uses the qualitative research method critical incident technique to content analyze employee perceptions of uncivil customers and the effects employee actions on perceptions and behaviors. Based on the results, Study 2 tests a 2 (coworker support: high vs. low) x 2 (frequency: high vs. low) x 2 (emotion regulation: high vs. low) quasi between-subjects experimental design. The results showed that frequency of dealing with uncivil customers and emotional support from coworkers interactively affect employee’s job attitude and job performance. The research builds upon the incivility, cynicism, depersonalization, coworker support and job performance literature research and provides important managerial implications for actions service firms can take to minimize the negative effects.