SoylentNews

Phoenix666 [soylentnews.org] 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 [phys.org], 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.

Original Submission