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Cited by 936

The DOI matches its Crossref record; 13 of the 13 references it cites were found in a registry or an index.

The customer is not always right: customer aggression and emotion regulation of service employees

Grandey, Alicia A., Dickter, David N., Sin, Hock‐Peng·2004·Journal of Organizational Behavior
DOI 10.1002/job.252
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Abstract

Research on work aggression or anger has typically focused on supervisors and co‐workers as the instigators of aggression; however, aggressive customers are also likely and may have unique consequences for the employee. We explore this phenomenon with a sample of 198 call center employees at two work sites. The employees reported that customer verbal aggression occurred 10 times a day, on average, though this varied by race and negative affectivity. Using LISREL, our data indicated that both the frequency and stress appraisal of customer aggression positively related to emotional exhaustion, and this burnout dimension mediated the relationship of stress appraisal with absences. Stress appraisal also influenced employees' emotion regulation strategies with their most recent hostile caller. Employees who felt more threatened by customer aggression used surface acting or vented emotions, while those who were less threatened used deep acting. Job autonomy helped explain who found these events more stressful, and implications of these results are discussed. Copyright © 2004 John Wiley & Sons, Ltd.

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Metadata

Authors
Grandey, A. A., Dickter, D. N., & Sin, H.
Venue
Journal of Organizational Behavior
Publisher
Wiley
Published
2004-03-30
Volume
25
Issue
3
Pages
397-418
ISSN
  • 0894-3796 (ISSN-L)
  • 1099-1379
DOI
10.1002/job.252
OpenAlex
W2041419490
Cited by
936
References
13
FWCI
55.72
Type
journal article
Language
en
Open access
closed

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Bibliographic data: Semantic Scholar, OpenAlex, Crossref.

Contains information from the Semantic Scholar Academic Graph Datasets, made available under the ODC Attribution License (ODC-BY 1.0).

Semantic Scholar’s data is described in: Kinney, R., et al. (2023). The Semantic Scholar Open Data Platform. arXiv:2301.10140.