Observatoire des droits humains (anglais seulement)

Dealing with difficult customers? Taking a few minutes to reflect on your day may help

(Version anglaise seulement)

par Su Kyung (Irene) Kim, Assistant Professor, Asper School of Business, University of Manitoba
Xiang Yao, Associate Professor, Department of Management and Social Psychology, Peking University
Xiaoxiao Hu, Professor of Management, West Virginia University
Yujie Zhan, Professor of Organizational Behaviour and Human Resource Management, Wilfrid Laurier University

Front-line workers have little control over how customers treat them. New research on taxi drivers points to a simple coping habit.

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