Service staff encounters with dysfunctional customer behavior: Does supervisor support mitigate negative emotions?

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. Existing research has explored the infl...

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Detalles Bibliográficos
Autores principales: Xiao, Biyan, Liang, Cuijing, Liu, Yitong, Zheng, Xiaojing
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Frontiers Media S.A. 2022
Materias:
Psychology
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9465484/
https://www.ncbi.nlm.nih.gov/pubmed/36106032
http://dx.doi.org/10.3389/fpsyg.2022.987428

Internet

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9465484/
https://www.ncbi.nlm.nih.gov/pubmed/36106032
http://dx.doi.org/10.3389/fpsyg.2022.987428

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