Kashif, Muhammad; Zarkada, Anna; Thurasamy, Ramayah - In: Personnel Review 46 (2017) 8, pp. 1672-1688
Purpose The episodes of customer rage with employees during service encounters are common and adversely affect the long-term commitment of employees with an organization. The service organizations, in an effort to control employee turnover, are striving hard but have failed. There are a wide...