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...

Although research on social networks has gained significant influence in the academic world, several factors seem to have lowered its echo in the business world. It is still unclear how this fast-growing stream of research has translated into solid implications for managerial action and decision...