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What is Customer Aggression and Employee Stress about?
This document summarizes research on customer verbal aggression experienced by service employees. The researchers studied 198 call center employees over two work sites. They found that customer verbal aggression occurred an average of 10 times per day, varying by race and negative affectivity. Both the frequency and stress appraisal of customer aggression were positively related to emotional exhaustion in employees. Stress appraisal also influenced the emotion regulation strategies employees used with hosti
- Author
- Arshad Shaikh
- Language
- EN