M. Stanfield Tetrault's scientific contributions
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It was automatically created by ResearchGate to create a record of this author's body of work. We create such pages to advance our goal of creating and maintaining the most comprehensive scientific repository possible. In doing so, we process publicly available (personal) data relating to the author as a member of the scientific community.
If you're a ResearchGate member, you can follow this page to keep up with this author's work.
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Publication (1)
The service encounter frequently is the service from the customer's point of view. Using the critical incident method, the authors collected 700 incidents from customers of airlines, hotels, and restaurants. The incidents were categorized to isolate the particular events and related behaviors of contact employees that cause customers to distinguish...
Citations
... Given that service workers are more likely to experience unjust treatment and anger from rude customers than workers in other sectors (Andersson & Pearson, 1999), managers should understand such circumstances and attempt to change them. Indeed, managers in the service sector benefit from a system which allows em-Linking Personality, Emotional Labor and Employee Well-being: The Role of Job Autonomy 149 ployees to have the resources and autonomy to resort to more than excuses or apologies to rude customers (Bitner et al., 1994;Bitner et al., 1990;Levesque & McDougall, 2000). ...
