This study attempts to promote the understanding of customer aggression in the health care sector. Based on empirical data collected in a large public hospital we identify situational characteristics that significantly predict the aggressive tendencies of patients and escorting family members...

Problem definition: Emergency Departments (EDs) impose a complicated service process on patients and accompanying family members (from now: people). ED patients typically encounter long waits, various procedures, and multiple staff members. People lack knowledge about the various elements their...