For some years now in France, a lively topic of debate has been the language to prefer for publications in research in management, and even in other fields. The questions that arise are not specific to French-speakers, since they also concern other languages, including major ones. The language...

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...