Amarnani, Rajiv K.; Bordia, Prashant; Restubog, Simon
Customer mistreatment is a ubiquitous and pernicious form of interpersonal
mistreatment leveled by customers against employees. Service workers'
reactions to customer mistreatment have been traditionally viewed as titfor-tat reactions in which service workers respond to customers' aggression
with retaliation in kind. However, this tit-for-tat account does not capture
the broad range of possible service worker responses to customer misbehavior. We build the case for self-esteem threat as an...[Show more]
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