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
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