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Bad Bosses Inspire Employees to Sabotage Customers

posted by cmn32480 on Thursday October 08 2015, @01:32AM   
from the s***-rolls-downhill dept.

Phoenix666 writes:

When faced with rude customers, people in the service sector sometimes exact revenge – but they're much more likely to do so if their boss mistreats them as well, according to a new study by Professor Daniel Skarlicki and Associate Professor Danielle van Jaarsveld of UBC's Sauder School of Business.

"Research shows that the customer mistreatment of front-line employees is becoming increasingly common," said Skarlicki. "Our study finds that in call centres these employees can react by hanging up on customers or misdirecting their calls. But they're more likely to strike back if they feel their boss is unfair."

According to Skarlicki, a boss's conduct is a significant factor in determining how employees perceive the company they work for because he or she is the "face" of the organization. Their management style has a direct impact on how their employees conduct themselves.

"Supervisors of front-line service workers can be their own worst enemy," said Skarlicki. "They think their job is about supervising, scheduling and facilitating. But really, they should see treating their employees with respect and dignity as an integral part of their job description – anything south of that will cause trouble."

Sounds like confirmation of pecking order.

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Original Submission

• Re:How I avoid getting mad at customer service Re:How I avoid getting mad at customer service (Score: 2) by Anal Pumpernickel on Tuesday October 13 2015, @02:09AM

  by Anal Pumpernickel (776) on Tuesday October 13 2015, @02:09AM (#248712)

  If you let them have your fingerprint, you're just a fool.

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• Re:How I avoid getting mad at customer service Re:How I avoid getting mad at customer service (Score: 2) by jasassin on Thursday October 15 2015, @01:13AM

  by jasassin (3566) <jasassin@gmail.com> on Thursday October 15 2015, @01:13AM (#249757) Homepage Journal

  Why? The cops have it already anyway.

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  jasassin@gmail.com GPG Key ID: 0xE6462C68A9A3DB5A

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  • Re:How I avoid getting mad at customer service Re:How I avoid getting mad at customer service (Score: 2) by Anal Pumpernickel on Thursday October 15 2015, @08:26PM

    by Anal Pumpernickel (776) on Thursday October 15 2015, @08:26PM (#250195)

    Well, they don't have mine. Where do you live where the cops have everyone's fingerprints? And even if it were true, how would that justify handing over your information on a silver platter? "Hey everyone, this situation is bad, so let's make it even worse!"

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    • Re:How I avoid getting mad at customer service Re:How I avoid getting mad at customer service (Score: 2) by jasassin on Thursday October 15 2015, @10:00PM

      by jasassin (3566) <jasassin@gmail.com> on Thursday October 15 2015, @10:00PM (#250256) Homepage Journal

      USA. I've been arrested, finger printing is SOP (I was acquitted). Besides, they have programs where the cops go around to grade schools and give kids a T-shirt for their finger prints. The little kids don't know any better.

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      jasassin@gmail.com GPG Key ID: 0xE6462C68A9A3DB5A

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      • Re:How I avoid getting mad at customer service (Score: 2) by Anal Pumpernickel on Friday October 16 2015, @02:46AM

        by Anal Pumpernickel (776) on Friday October 16 2015, @02:46AM (#250382)

        I hadn't heard about those programs. Those should be illegal. Still, that is no reason to make the problem worse.

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