• 主题
高级搜索  >
历史搜索 清空历史
首页> 外文期刊>Journal of Applied Psychology >When Customers Exhibit Verbal Aggression, Employees Pay Cognitive Costs
【24h】

When Customers Exhibit Verbal Aggression, Employees Pay Cognitive Costs

机译：当客户表现出语言侵略性时，员工将支付认知费用

获取原文
获取原文并翻译 | 示例
           
页面导航
  • 摘要
  • 著录项
  • 相似文献
  • 相关主题

摘要

In 4 experimental studies, we show that customer verbal aggression impaired the cognitive performance of the targets of this aggression. In Study 1, customers verbal aggression reduced recall of customers requests. Study 2 extended these findings by showing that customer verbal aggression impaired recognition memory and working memory among employees of a cellular communication provider. In Study 3, the ability to take anothers perspective attenuated the negative effects of customer verbal aggression on participants cognitive performance. Study 4 linked customer verbal aggression to quality of task performance, showing a particularly negative influence of aggressive requests delivered by high-status customers. Together, these studies suggest that the effects of even minor aggression from customers can strongly affect the immediate cognitive performance of customer service employees and reduce their task performance. The implications for research on aggression and for the practice of customer service are discussed.
机译：在4个实验研究中，我们表明客户的言语攻击会削弱该攻击目标的认知性能。在研究1中，客户的口头攻击减少了对客户请求的回想。研究2通过显示客户的言语侵害损害了蜂窝通信提供商员工的识别记忆和工作记忆，从而扩展了这些发现。在研究3中，采取他人观点的能力减弱了客户言语攻击对参与者认知表现的负面影响。研究4将客户的言语攻击与任务绩效的质量相关联，显示出状态高的客户发出的激进请求的负面影响特别大。总之，这些研究表明，即使来自客户的轻微攻击也会严重影响客户服务员工的即时认知表现，并降低其工作表现。讨论了对侵略研究和客户服务实践的意义。

著录项

相似文献

  • 外文文献
  • 中文文献
  • 专利
获取原文

客服邮箱：kefu@zhangqiaokeyan.com

京公网安备：11010802029741号 ICP备案号：京ICP备15016152号-6 六维联合信息科技 (北京) 有限公司©版权所有

  • 客服微信

  • 服务号