Service staff encounters with dysfunctional customer behavior: Does supervisor support mitigate negative emotions?
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DOI: 10.3389/fpsyg.2022.987428
Abstract: Dysfunctional customer behavior is common in service settings. For frontline employees, negative encounters can cause short-term despondency or have profound, long-term psychological effects that often result in both direct and indirect costs to service firms.… read more here.
Keywords: behavior; employee; service; customer ... See more keywords