When customers exhibit verbal aggression, employees pay cognitive costs

Journal of Applied Psychology (2012) - Comment
pubmed: 22582725 doi: 10.1037/a0028559 issn: 1939-1854 issn: 0021-9010

Anat Rafaeli, Amir Erez, Shy Ravid, Rellie Derfler-Rozin, Dorit Efrat Treister, Ravit Scheyer