When the Customer Bites: What Happens to Customer Service Employees?
研究发现，具有高负面情绪倾向的客服员工更容易遭遇顾客敌意行为，且西班牙裔员工报告的被敌意对待频率更高。
The article discusses research pertaining to the impact of aggressive customer behavior on customer service employees. Researchers discovered that employees high in a personality disposition known as “negative affectivity” were more likely to report a higher number of hostile callers. People high in negative affectivity are known to experience more anger, fear, and nervousness across situations. The research also revealed that Hispanic employees reported a higher incidence of hostile callers than their non-Hispanic counterparts.