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

By Alicia A. Grandey, D. Dickter, Hock-Peng Sin. 2004

1,006 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/cec312641ec99b27de5a0afc267f542a2c1bda97

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In Organizational Behavior and Human Resource Management

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Citations in the corpus

Rocking the Boat but Keeping It Steady: The Role of Emotion Regulation in Employee Voice (2013, methodology): “Employees completed measures of deep and surface acting using the scales developed by Brotheridge and Lee (2003) and Grandey, Dickter, and Sin (2004).”
The Power of Meaningful Work (2014, background): “Service work is often emotionally challenging (Grandey, Dickter, and Sin 2004; Hochschild 1983).”
Service employees and self-verification: The roles of occupational stigma consciousness and core self-evaluations (2014, background): “of customer aggression per day on the phone (Grandey et al., 2004).”
Testing the stressor–strain–outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance (2014, neutral): “…dissatisfied physical and social environments and job demands (role ambiguity, role conflict, and role overload) (e.g., Babakus et al., 2009; Grandey et al., 2004; Karatepe, 2010), while task-related outcomes such as decreased job performance, lower job satisfaction, lower work engagement,…”
A social mindfulness approach to understanding experienced customer mistreatment: A within-person field experiment (2017, methodology): “Previous research has mainly focused on the detrimental effects of customer mistreatment and moderators of such effects (e.g., Dormann & Zapf, 2004; Grandey et al., 2004; Wang et al., 2013), while overlooking the processes that potentially drive employees’ experience of customer mistreatment.”