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Bedi, A., & Schat, A. C. H. (2007). Customer Aggression: A Theoretical and Meta Analytic Review. The Meeting of Annual Conference of the Administrative Sciences Association of Canada, 21, 324-341.

has been cited by the following article:

• TITLE: The Influence of Customer’s Verbal Abuse on Turnover Intention and Job Burnout of Sales Service Staff—The Moderating Effect of Organizational Atmosphere and Psychological Capital

  AUTHORS: Zhun Gong, Yuqian Sun, Zihua Zhang

  KEYWORDS: Verbal Abuse, Turnover Intention, Job Burnout, Organizational Atmosphere, Psychological Capital

  JOURNAL NAME: Psychology, Vol.9 No.10, September 14, 2018

  ABSTRACT: This study with subjects of 345 sales service personnel, examines the organization atmosphere and psychological capital in the customer’s verbal abuse and sales staff turnover intention and job burnout of the influence of the adjustment. It was found that: 1) verbal violation of the customer had a significant positive correlation with the tendency to resign and job burnout; 2) psychological capital has a negative moderating effect on the relationship between verbal abuse and turnover intention of sales staff; 3) organization atmosphere has negative moderating effect on the relationship between customer’s verbal violation and sales staff’s turnover intention and job burnout.