FLEs' concerns with misbehaving customers in the time of COVID and beyond
Stephanie T. Gillison,
Sharon E. Beatty,
William Magnus Northington
et al.
Abstract:PurposeThis research investigates the impact of customer rule violation issues on frontline employees' (FLEs’) burnout due-to-customers. A model and hypotheses are developed using COR theory and past literature on misbehaving customers and their effects on customer-facing employees.Design/methodology/approachThe proposed model was assessed using a survey of 840 frontline retail, restaurant, service and caregiving employees and their reactions to the issue of misbehaving customers (i.e. rule breaking and/or rud… Show more
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