Abstract: While companies are more and more favorable to collaborative approaches between their services, reflections on learning to use technological tools rarely call into question new organizational models. In a field where many impressionistic approaches related to mere trends or finalized...

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...