Dealing with rude customers can be an unfortunate reality for those who work in the service industry. According to a study done by UBC researchers Daniel Skarlicki and Danielle van Jaarsveld, it can ...

NEW YORK (AP) — The December holidays are supposed to be a time of joyful celebration, but the season can be especially grueling for the millions of people who work in retail stores, staff airline ...

How front-line service workers manage rude and abusive customers could make or break a business, according to studies by researchers at the Sauder School of Business at the University of B.C.

HALIFAX—From customers’ disdain to outright abuse, Vanessa Myers has experienced firsthand the stress of being a server in the food industry. That’s one reason why the Saint Mary’s University graduate ...