When the customer is wrong: A review of research on aggression and sexual harassment in service encounters

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Customers behaving badly: a state of the art review, research agenda and implications for practitioners (2010, background): “…everything from very general deviant behavior, such as customer aggression (Ben-Zur and Yagil, 2005; Grandey et al., 2004; Keashly and Neuman, 2008; Yagil, 2008), to highly specific forms of deviant consumption behavior, such as purchasing illicit goods (Albers-Miller, 1999) or fraudulent…”
Customer and Employee Incivility and Its Causal Effects in the Hospitality Industry (2017, background): “Yagil (2008) argued that in today’s service environment, customers feel entitled to misbehave, and service providers are expected to put up with such behaviors.”
Sexual discrimination and harassment in the hospitality industry (2013, background): “Sexual harassment Incidents of SH have manifested at different levels and within ifferent sectors of the hospitality industry in different parts of the orld (Bloisi and Hoel, 2008; Lu and Kleiner, 2001; Mathisen et al., 008; Mkono, 2010; Poulston, 2008; Theocharous and Philaretou, 009; Yagil, 2008).”
Outcomes of customer verbal aggression among hotel employees (2009, background): “As cogently discussed in a very recent review of research on customer aggression ( Yagil, 2008”