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Misbehaving customers. Understanding and managing customer injustice in service organizations

van Jaarsveld, Danielle D.; Restubog, Simon; Walker, David D.; Amarnani, Rajiv


Customers who treat frontline service employees unfairly ar an expensive problem for companies. We know that other forms of mistreatment such as workplace incivility are costly for organizations, as Pearson and Porath show, and that in service workplaces customers can be viewed as a more common source of negative behaviors directed at employees compared with co-workers and supervisors. Frontline service employees can view customers as treating them unfairly if customers, for example,...[Show more]

CollectionsANU Research Publications
Date published: 2015
Type: Journal article
Source: Organizational Dynamics
DOI: 10.1016/j.orgdyn.2015.09.004


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