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Is the customer always right? Class, service and the production of distinction in Chinese department stores

✍ Scribed by Amy Hanser

Publisher: Springer Netherlands
Year: 2007
Tongue: English
Weight: 263 KB
Volume: 36
Category: Article
ISSN: 0304-2421
DOI: 10.1007/s11186-007-9042-0

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## 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