Rethinking Customer Mistreatment at the Service Frontlines
Yu Wu, Nicholas Aaron Smith, Nate Zettna, Danielle D. van Jaarsveld, Jaclyn Marie Koopmann, Kaixin Zhang, Markus Groth, Ilias Danatzis, Jana Möller, Neha Bellamkonda, Rahul Chandra Sheel, Mahesh Vaidyanathan Subramony · Academy of Management Proceedings · 2024
Over recent years, disruptive forces including global events (e.g., pandemics, economic turmoil) and the rapid innovation in technology (i.e., service robots and AI have introduced notable changes in the dynamics of service interactions between service workers and customers). These dynamic contextual shifts on the service frontlines necessitate comprehensive explorations congruent with the overarching theme of the upcoming 2024 Academy of Management Annual Conference, which emphasizes