Abstract
In service process, customer’s attitude and behavior influence significantly employee’s emotions. Customers’ unreasonable demands or disrespectful, injustice behavior to employees may cause employees’ anger, resulting in a loss of control of their emotions and unsuitable behavior to customers. This may also affect the service quality. This paper studies the effects of customers’ attitude and behavior and employees’ perception of social norms on the employees’ emotion control in service firms in Thai Nguyen City, Thai Nguyen Province.
Keywords: Customer injustice, anger, emotion suppression, reappraisal, emotion control, social norms
Để đọc toàn văn vui lòng nhấn vào xem chi tiết.
Ban biên tập Tạp chí Kinh tế & Quản trị Kinh doanh
Phòng 514, Nhà điều hành, trường Đại học Kinh tế & Quản trị Kinh doanh
Địa chỉ: Phường Tân Thịnh, thành phố Thái Nguyên
Email: tapchikt-qtkd@tueba.edu.vn; Điện thoại: 0208.3903373
