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Found 3 matching student topics
Displaying 1–3 of 3 results
Can 'humanisation' reduce customer aggression?
As a direct response to increasing customer aggression, employee associations (unions) are implementing measures to keep frontline team members safe. One such tactic was an ‘under-name-badge’ message (“I’m someone’s daughter”, “I’m someone’s dad”). Concerningly, there is a dearth of research into the effect of such messaging.Does alerting an aggressive customer to the fact the frontline team member is ‘someone’s daughter/son’ mitigate aggression? Alternatively, does alerting an aggressive customer to the fact the frontline team member is ‘a local/attends a local …
- Study level
- PhD, Master of Philosophy
- School
- School of Advertising, Marketing and Public Relations
Examining approaches to mitigating customer aggression and abuse
The pace of change associated with modern businesses (Grewal et al., 2017; Grewal et al., 2020), and the introduction of new technologies has created heightened level of stress (technostress) and aggression (Chen et al., 2019). Adding to these stressors, COVID-19, which has forced businesses to adapt their processes and customer service interface (Ahmed et al., 2021; Jiang and Stylos, 2021; Roggeveen and Sethuraman, 2020). Research now finding that continued lockdowns, social distancing, and political rancour, all adding increased levels of …
- Study level
- PhD, Master of Philosophy
- Faculty
- Faculty of Business and Law
- School
- School of Advertising, Marketing and Public Relations
Understanding the drivers of customer aggression
Recent work has identified outcomes of sustained customer aggression, however an opportunity lies in identifying the drivers of the specific dimensions of customer aggression. (See Mortimer, G., Wang, S., & Andrade, M. L. O. (2023). Measuring customer aggression: Scale development and validation. Journal of Retailing and Consumer Services, 73, 103348.)Future research may also assess the extent to which each customer aggression type individually affects the different attitudinal and behavioural outcomes tested herein. Both expressive aggression forms may be stronger drivers …
- Study level
- PhD, Master of Philosophy
- School
- School of Advertising, Marketing and Public Relations
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