A new UBC study reveals that North American service workers are more likely to sabotage rude customers, while Chinese react by disengaging from customer service altogether. "Our research shows that culture plays a significant role in how frontline workers deal with customer abuse," says UBC Sauder School of Business Professor Daniel Skarlicki, a co-author of the study. "In North America, employees tend to retaliate against offensive customers - doing things like giving bad directions or serving cold food...
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