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What is Managing Aggressive Hotel Customers about?

This document provides an overview of a case study conducted on customer aggression at Björken Hotel in Umeå, Sweden. The study aims to identify common reasons for customer aggression and how hotel staff mold aggressive customer behavior through emotional labor. Data was collected through surveys of customers and interviews with hotel employees. The results found that lack of assistance, noise, delays, and billing errors were common reasons for customer aggression. Employee interviews revealed customers

Author

pravincs_007

Language

EN