In an environment where companies are subject to losing professional knowledge, education is faced with the transformation of learning environments. Its more or less formalized features reveal the difficulty of the transmission due to the tacit nature of the issues. Organizational intelligence...

Dealing with angry individuals, enduring verbal abuse without reacting negatively appears as an inherent part of the work of customer service employees. This research presents and tests a framework to examine, not the effects of customer behavior, but the results of negative management modes on...