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

HIGHLIGHTS

• who: Xiaojing Zheng from the Wuyi University, China have published the research: Service staff encounters with dysfunctional customer behavior: Does supervisor support mitigate negative emotions?, in the Journal: (JOURNAL)
• what: The authors focus on negative emotions that are triggered by either external or internal factors of specific behaviors that are often accompanied by anger, anxiety, disgust, sadness, fear, frustration, harm, guilt, shame, and disappointment. The model proposed to investigate the hypotheses developed is illustrated in Supplementary Figure 1. The research framework was developed to assess negative emotions triggered by dysfunctional customer behaviors that Frontiers in . . .
  

   

  

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