Résumé (EN)

Dealing with angry individuals, enduring verbal abuse without reacting negatively appears as an inherent part of the work of customer service employees. This research presents and tests a framework to examine, not the effects of customer behavior, but the results of negative management modes on occupational stress. The study includes semi-directive interviews involving 86 customer service employees from five different companies: two call centers, one retail company and two passenger transportation companies (rail and air). The survey’s results provide new insights on how the employees’ well-being and the quality of service may be improved by appropriate human resource practices.