@article{ref1,
title="When the Customer Is Wrong: A Review of Research on Aggression and Sexual Harassment in Service Encounters",
journal="Aggression and violent behavior",
year="2008",
author="Yagil, Dana",
volume="13",
number="2",
pages="141-152",
abstract="Early theory and research on workplace aggression and sexual harassment generally focused on workers as both the source and the target of these behaviors. More recently, however, there has been a recognition that such behaviors are also exhibited by customers. This paper reviews research on customer aggression and sexual harassment in service contexts along the following lines: 1) Antecedents of customer misbehavior as reflected in organizational perceptions (e.g., denial of customer misbehavior, structure of service roles), customer motives (e.g., low level of perceived risk) and role-related risk factors (e.g., dependence on customer, working outside the organization, climate of informality); 2) The effect of customer aggression and sexual harassment on service provider well-being, work-related attitudes and behavior; 3) Coping strategies used by service providers in response to customer aggression and sexual harassment (i.e., problem-solving, escape-avoidance, support-seeking); and 4) A comparison between the main characteristics of aggression and sexual harassment by customers and by insiders.<p />",
language="en",
issn="1359-1789",
doi="10.1016/j.avb.2008.03.002",
url="http://dx.doi.org/10.1016/j.avb.2008.03.002"
}