Customer Aggression Behaviors： The Conception, Influential Factors and Coping Strategies
顾客攻击行为的概念、影响因素及应对策略

Customer aggression is defined as a series of unacceptable hostile behaviors exhibited by a current or former customer of an organization towards an employee that creates an intimidating,frightening or offensive situation,and these hostile behaviors will exert negative impact on the employees' working performance.Customer aggression is the concentrated reflection of workplace aggression behaviors in service industries.In this paper,we analyze the influential factors of customer aggression from the aspects o...