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Conflicting requirements: When the customer is not always right

✍ Scribed by Bashar Nuseibeh

Publisher
Springer-Verlag
Year
1996
Tongue
English
Weight
438 KB
Volume
1
Category
Article
ISSN
0947-3602

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The customer is not always right: customer aggression and emotion regulation of service employees
✍ Alicia A. Grandey; David N. Dickter; Hock-Peng Sin πŸ“‚ Article πŸ“… 2004 πŸ› John Wiley and Sons 🌐 English βš– 154 KB

## Abstract Research on work aggression or anger has typically focused on supervisors and co‐workers as the instigators of aggression; however, aggressive __customers__ are also likely and may have unique consequences for the employee. We explore this phenomenon with a sample of 198 call center emp