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...

All businesses report the lack of efficiency of e-learning in training management. To fully grasp the extent of this reality, feedback on experiences that are closely linked to the context, the technological environment and to the information system has to be examined. What managerial changes...