Abstract
In service provision process, customer attitudes and behaviors influence significantly employees’ emotions. Customers who have unreasonable demands or make disrespectful, injustice behaviors with employees may make employees angry and they may not control their emotions. It may lead to the situations that employees have unsuitable behaviors with customers which may affect the service quality. This article studies the effects of customer behaviors and social norms on the employees’ emotion control in service firms in Thai Nguyen City, Thai Nguyen Province.
Key words: Customer injustice, anger, emotion suppression, reappraisal, emotion control, social norms.
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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
