Links Between Violent Shoppers and Employees’ Deviant Behavior
Customers are increasingly violent toward frontline employees. Service corporations developed three commonsensical strategies to deal with consumers, that is, "customer is king", "service with a smile", and "corporation as a family". Our empirical data (some 500 service employees) show that such strategies bring about paradoxical consequences on the employees' behaviors toward the service corporation, especially in terms of reduced commitment to the employer and deviant behavior. Employees show an increased level of anger toward the corporation, emotional exhaustion. Managerial conclusions are drawn from the findings.