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Showing 1 to 2 of 2 for “"customer anger"”.

  1. Smile, but don't Wear Yourself Out Doing So: Emotional Labor, Ego Depletion, Customer Anger, and Performance Over Time

    Mckibben, Eric

    clemson Repository record

  2. An Examination of the Underlying Mechanisms of Customer Incivility: A Cognitive Approach

    Kim, SkylarCornell University2023

    Customer incivility (CI) is a pervasive problem in service encounters and involves negative consequences for employees and organizational performance. While prior research has focused on the detrimental effects of CI, there is a limited understanding of its antecedents, especially from the customer …

    cornell Repository record