Dealing with angry individuals, enduring verbal abuse without reacting negatively appears as an inherent part of the work of customer service employees. This research presents and tests a framework to examine, not the effects of customer behavior, but the results of negative management modes on...

This book explores recent theoretical and empirical advances in the understanding of how professional and knowledge-based occupations are organised. Focusing in particular on the differences between established and emerging forms of expert work, this collection of papers are representative of...