Employees deserve to be treated with civility and dignity in the workplace, says DeGroote’s Aaron Schat
Schat, an expert in industrial-organizational psychology, knows how much aggression and incivility customer service workers face.
Isik Zeytinoglu’s research shows that being supportive of workers makes them healthier, more productive, and more likely to stick around.
Because the service industry is often tilted in favour of the customer, Schat says so-called “revenge” on the customer is covert.
Maggie Cheng: "Are we attempting to differentiate employees based on stereotypes so that we can control them?"