AMHERST — The customer might always be right, but an Isenberg School of Management researcher has found that hostile posturing is doing harm to employees.
Research from University of Massachusetts Amherst Associated Professor Melissa Baker, chair of Isenberg’s Department of Hospitality and Tourism Management, determined that incivility from ill-behaved customers, and company policies that support them, is doing damage not only to the mental health of employees but also their ability to serve other customers.
