Day: March 18, 2014

How Service Employees React to Mistreatment by Rude Customers

We’ve all seen employees in the service industry subjected to abusive behavior by rude customers. A new study by Ruodan Shao and Daniel P. Skarlicki finds that employees’ reactions to mistreatment by customers varies in individualistic and collectivistic cultures. It also suggests several solutions for dealing with the stress such rude treatment often causes.