Day: October 31, 2012

When Customers Attack: Verbal Aggression and Employee Performance (IO Psychology)

Topic: Job Performance, Training, Conflict Publication: Journal of Applied Psychology (SEPT 2012) Article: When Customers Exhibit Verbal Aggression, Employees Pay Cognitive Costs Authors: A. Rafaeli, A. Erez, S. Ravid, R. Derfler-Rozin, D.E. Treister, R. Scheyer Reviewed By: Ben Sher What happens when customers get angry? For starters, they may yell,