Abstract
In service process, customer attitudes and behaviors influence significantly employee’s emotions. Customers who have unreasonable demands or make disrespectful, injustice behaviors with employees may make employees angry and then angry employees may not properly control their emotions. Uncontrolled emotions may lead to the situations that employees may have inappropriate behaviors with customers, which possibly affects the service quality. This paper studied the effects of customer attitudes and behaviors on the employees’ emotion regulation in service firms.
Key words: Customer injustice, anger felt, emotion suppression, reappraisal, emotion regulation.
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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
