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Christina's LIS Rant
Wednesday, June 30, 2004
  Eureka Alert:Helping employees cope with aggressive customers
Penn State, 6/24/04
"Helping employees cope with aggressive customers
Clerks in box stores, supermarkets and motels -- as well as waitresses, secretaries and flight attendants -- know in their hearts that the customer is NOT always right, despite what the boss might say. When exposed to pushy or irritable customers, employees in high-stress jobs need the assurance of an emotional safety net, according to a Penn State researcher...What exacerbates the stress for employees is the feeling that they have nowhere to go; they simply have to take it -- or else."
This may be an important thing for (public) librarians who manage the poorly paid, sometimes abused circ staff. They have to deal with a lot more unhappy customers.
Whole citation: Alicia A. Grandey, David N. Dickter, Hock-Peng Sin, "The customer is not always right: customer aggression and emotion regulation of service employees," Journal of Organizational Behavior v.25 no.3 (May 2004): 397-418. Subscribers can click here.
 
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This is my blog on library and information science. I'm into Sci/Tech libraries, special libraries, personal information management, sci/tech scholarly comms.... My name is Christina Pikas and I'm a librarian in a physics, astronomy, math, computer science, and engineering library. I'm also a doctoral student at Maryland. Any opinions expressed here are strictly my own and do not necessarily reflect those of my employer or CLIS. You may reach me via e-mail at cpikas {at} gmail {dot} com.

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Christina Kirk Pikas

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