Customer Rage: Triggers, Tipping Points, and Take-Outs
基于对美、澳、泰、中四国50名暴怒顾客的访谈，研究顾客暴怒的心理过程，发现暴怒通常源于逐步升级的愤怒而非即时反应，且常发生在多次被顾客视为侮辱或威胁的互动之后。
The article presents the results of a study of customer rage, which involved 50 interviews with enraged customers from the U.S., Australia, Thailand and China. It focuses on the psychological processes underlying incidents of customer rage. These are defined as cases where customers become so infuriated at a perceived lack of customer service that they may verbally or physically attack employees, or damage corporate property. It was found that such incidents typically were the result of escalating anger, rather than an immediate reaction. They usually were preceded by a series of interactions with the firm which were perceived as insulting or threatening by the customer.