Constructive resistance in the frontlines: how frontline employees' resistance to customer incivility affects customer observers
O Kamran-Disfani, R Bagherzadeh… - Journal of Service …, 2023 - journals.sagepub.com
Frontline employees (FLEs) often face customer incivility—rude or demeaning remarks,
verbal aggression, or hostile gestures. Although incivility from customers is rising at an …
verbal aggression, or hostile gestures. Although incivility from customers is rising at an …
Constructive Resistance in the Frontlines: How Frontline Employees' Resistance to Customer Incivility Affects Customer Observers.
O Kamran-Disfani, R Bagherzadeh… - Journal of Service …, 2023 - search.ebscohost.com
Frontline employees (FLEs) often face customer incivility—rude or demeaning remarks,
verbal aggression, or hostile gestures. Although incivility from customers is rising at an …
verbal aggression, or hostile gestures. Although incivility from customers is rising at an …