Julena M. Bonner
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Julena M. Bonner

Podcast: Revenge of the Customer Service Rep

Why employees sabotage customers, and what companies can do about it.

Researchers: Yu-Shan (Sandy) Huang, Rebecca L. Greenbaum, Julena M. Bonner and Cynthia S. Wang

March 7, 2019

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Customers Can Be Jerks. Here’s Why Some Employees Retaliate.

But take heart, companies can curb that instinct for revenge.

Researchers: Yu-Shan (Sandy) Huang, Rebecca L. Greenbaum, Julena M. Bonner and Cynthia S. Wang

December 5, 2018

Organizations