Goussinsky, Ruhama - In: Journal of Service Management 23 (2012) 2, pp. 170-196
‐focused coping strategies: behavioral disengagement, seeking emotional support, and venting negative emotions. Design … coping strategies. Originality/value – While it has been established that verbal abuse from customers constitutes a common … coping strategies, both NA and self‐efficacy may play a moderating role in the relationship between customer aggression and …