The customer is not always right: customer aggression and emotion regulation of service employees

  title={The customer is not always right: customer aggression and emotion regulation of service employees},
  author={Alicia A Grandey and David N. Dickter and Hock-Peng Sin},
  journal={Journal of Organizational Behavior},
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 employees at two work sites. The employees reported that customer verbal aggression occurred 10 times a day, on average, though this varied by race and negative affectivity. Using LISREL, our data indicated that both… 

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