The customer is not always right: customer aggression and emotion regulation of service employees

Research on work aggression or anger has typically focused on supervisors and co‐workers as the instigators of aggression; however, aggressive customers are also likely and may have unique consequences for the employee. We explore this phenomenon with a sample of 198 call center employees at two work sites. The employees reported that customer verbal aggression occurred 10 times a day, on average, though this varied by race and negative...