{"id":"https://openalex.org/W4247908574","doi":"https://doi.org/10.4018/ijcrmm.2016070102","title":"The Consequence of Customer Verbal Aggression","display_name":"The Consequence of Customer Verbal Aggression","publication_year":2016,"publication_date":"2016-07-01","ids":{"openalex":"https://openalex.org/W4247908574","doi":"https://doi.org/10.4018/ijcrmm.2016070102"},"language":"en","primary_location":{"id":"doi:10.4018/ijcrmm.2016070102","doi":"https://doi.org/10.4018/ijcrmm.2016070102","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijcrmm.2016070102","pdf_url":null,"source":{"id":"https://openalex.org/S1034618884","display_name":"International Journal of Customer Relationship Marketing and Management","issn_l":"1947-9247","issn":["1947-9247","1947-9255"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Customer Relationship Marketing and Management","raw_type":"journal-article"},"volume":null,"type":"article","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5003940968","display_name":"Ching\u2010Wen Yeh","orcid":"https://orcid.org/0000-0002-7648-7981","observed_orcids":["https://orcid.org/0000-0002-7648-7981"]},"institutions":[{"id":"https://openalex.org/I2753814022","display_name":"China University of Science and Technology","ror":"https://ror.org/03sfb9j07","country_code":"TW","type":"education","lineage":["https://openalex.org/I2753814022"]}],"countries":["TW"],"is_corresponding":true,"raw_author_name":"Ching-Wen Yeh","raw_affiliation_strings":["China University of Science and Technology, Nankang, Taiwan"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"China University of Science and Technology, Nankang, Taiwan","institution_ids":["https://openalex.org/I2753814022"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":1,"corresponding_author_ids":["https://openalex.org/A5003940968"],"corresponding_institution_ids":["https://openalex.org/I2753814022"],"apc_list":null,"apc_paid":null,"fwci":0.0,"has_fulltext":false,"cited_by_count":0,"citation_normalized_percentile":{"value":0.0,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":"7","issue":"3","first_page":"18","last_page":"33"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.9824000000953674,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T12284","display_name":"Emotional Labor in Professions","score":0.9824000000953674,"subfield":{"id":"https://openalex.org/subfields/3312","display_name":"Sociology and Political Science"},"field":{"id":"https://openalex.org/fields/33","display_name":"Social Sciences"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T11647","display_name":"Workplace Violence and Bullying","score":0.011500000022351742,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10006","display_name":"Job Satisfaction and Organizational Behavior","score":0.004699999932199717,"subfield":{"id":"https://openalex.org/subfields/1407","display_name":"Organizational Behavior and Human Resource Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/service-sabotage","display_name":"service sabotage","score":0.953000009059906},{"id":"https://openalex.org/keywords/emotional-dissonance","display_name":"emotional dissonance","score":0.9909999966621399},{"id":"https://openalex.org/keywords/person-organization-fit","display_name":"person-organization fit","score":0.9959999918937683},{"id":"https://openalex.org/keywords/stimulus-organism-response-model","display_name":"stimulus-organism-response model","score":0.9350000023841858},{"id":"https://openalex.org/keywords/flight-attendants","display_name":"flight attendants","score":0.8259999752044678},{"id":"https://openalex.org/keywords/service-management","display_name":"service management","score":0.4519999921321869},{"id":"https://openalex.org/keywords/moderation","display_name":"moderation","score":0.953000009059906}],"concepts":[{"id":"https://openalex.org/C77513098","wikidata":"https://www.wikidata.org/wiki/Q209722","display_name":"Cognitive dissonance","level":2,"score":0.9674372673034668},{"id":"https://openalex.org/C2779448149","wikidata":"https://www.wikidata.org/wiki/Q191797","display_name":"Aggression","level":2,"score":0.7554486989974976},{"id":"https://openalex.org/C15744967","wikidata":"https://www.wikidata.org/wiki/Q9418","display_name":"Psychology","level":0,"score":0.6846555471420288},{"id":"https://openalex.org/C2909453981","wikidata":"https://www.wikidata.org/wiki/Q7920932","display_name":"Verbal aggression","level":4,"score":0.523621141910553},{"id":"https://openalex.org/C77805123","wikidata":"https://www.wikidata.org/wiki/Q161272","display_name":"Social psychology","level":1,"score":0.49822998046875},{"id":"https://openalex.org/C2984334869","wikidata":"https://www.wikidata.org/wiki/Q1060653","display_name":"Customer service","level":3,"score":0.47412586212158203},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.42606133222579956},{"id":"https://openalex.org/C2780378061","wikidata":"https://www.wikidata.org/wiki/Q25351891","display_name":"Service (business)","level":2,"score":0.38638418912887573},{"id":"https://openalex.org/C75630572","wikidata":"https://www.wikidata.org/wiki/Q538904","display_name":"Applied psychology","level":1,"score":0.378473699092865},{"id":"https://openalex.org/C166735990","wikidata":"https://www.wikidata.org/wiki/Q1750812","display_name":"Human factors and ergonomics","level":3,"score":0.2405821979045868},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.18737810850143433},{"id":"https://openalex.org/C3017944768","wikidata":"https://www.wikidata.org/wiki/Q1450463","display_name":"Poison control","level":2,"score":0.18070918321609497},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.1443701684474945},{"id":"https://openalex.org/C71924100","wikidata":"https://www.wikidata.org/wiki/Q11190","display_name":"Medicine","level":0,"score":0.06963899731636047},{"id":"https://openalex.org/C99454951","wikidata":"https://www.wikidata.org/wiki/Q932068","display_name":"Environmental health","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"doi:10.4018/ijcrmm.2016070102","doi":"https://doi.org/10.4018/ijcrmm.2016070102","is_oa":false,"landing_page_url":"https://doi.org/10.4018/ijcrmm.2016070102","pdf_url":null,"source":{"id":"https://openalex.org/S1034618884","display_name":"International Journal of Customer Relationship Marketing and Management","issn_l":"1947-9247","issn":["1947-9247","1947-9255"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["anvur-scientific","cwts-core","poland-20","russia-white-list-3"],"host_organization":"https://openalex.org/P4310320424","host_organization_name":"IGI Global","host_organization_lineage":["https://openalex.org/P4310320424"],"host_organization_lineage_names":["IGI Global"],"type":"journal"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"International Journal of Customer Relationship Marketing and Management","raw_type":"journal-article"},{"id":"pmh:oai:RePEc:igg:jcrmm0:v:7:y:2016:i:3:p:18-33","doi":null,"is_oa":false,"landing_page_url":"https://services.igi-global.com/resolvedoi/resolve.aspx?doi=10.4018/IJCRMM.2016070102","pdf_url":null,"source":{"id":"https://openalex.org/S4306401271","display_name":"RePEc: Research Papers in Economics","issn_l":null,"issn":null,"is_oa":false,"is_in_doaj":false,"is_core":false,"listed_in":[],"host_organization":"https://openalex.org/I77793887","host_organization_name":"Federal Reserve Bank of St. Louis","host_organization_lineage":["https://openalex.org/I77793887"],"host_organization_lineage_names":[],"type":"repository"},"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":"article"}],"best_oa_location":null,"sustainable_development_goals":[{"id":"https://metadata.un.org/sdg/16","display_name":"Peace, justice, and strong institutions","score":0.47620001435279846}],"study_designs":[{"id":"https://openalex.org/study-designs/observational-study","display_name":"Observational Study"}],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W2395267000","https://openalex.org/W2202367247","https://openalex.org/W2338531211","https://openalex.org/W1985360945","https://openalex.org/W3006324179","https://openalex.org/W3163984157","https://openalex.org/W2912802271","https://openalex.org/W3177027183","https://openalex.org/W1978702867","https://openalex.org/W3007733055"],"abstract_inverted_index":{"This":[0],"study":[1,42],"integrated":[2],"research":[3,71],"on":[4,104],"stimulus\u2013organism\u2013response":[5],"and":[6,23,34,86,100],"COR":[7],"theory":[8],"to":[9,16],"examine":[10],"whether":[11,24],"customer":[12,31,83,97],"verbal":[13,32,84,98],"aggression":[14,33,85,99],"lead":[15],"employee":[17],"service":[18,87,109],"sabotage":[19],"through":[20],"emotional":[21,35,75,101],"dissonance":[22,76],"person-organization":[25,90],"fit":[26,91],"moderate":[27],"the":[28,79,82,94],"relationship":[29,80,95],"between":[30,81,96],"dissonance.":[36,102],"To":[37],"achieve":[38],"this":[39,41],"goal,":[40],"surveyed":[43],"flight":[44],"attendants":[45],"employed":[46],"by":[47],"six":[48],"airlines":[49],"in":[50],"Taiwan.":[51],"Out":[52],"of":[53,67],"1000":[54],"questionnaires":[55,59],"distributed,":[56],"504":[57],"valid":[58,64],"were":[60],"returned,":[61],"yielding":[62],"a":[63,114],"response":[65],"rate":[66],"50.4":[68],"percent.":[69],"The":[70],"results":[72],"demonstrate":[73],"that":[74],"partially":[77],"mediates":[78],"sabotage.":[88],"Additionally,":[89],"negatively":[92],"moderates":[93],"Based":[103],"these":[105],"results,":[106],"suggestions":[107],"regarding":[108],"management":[110],"are":[111],"presented":[112],"as":[113],"reference":[115],"for":[116],"airlines.":[117]},"counts_by_year":[],"updated_date":"2026-09-26T08:19:03.415552","created_date":"2022-05-12T00:00:00"}