The popular view,“the customer is always right”,suggests that some customers may feel entitled to vent their negative moods to frontline service employees or to make excessive demands that may be impossible for frontline service employees to meet.A common challenge that frontline service employees often face is mistreatment by customers in the tourism industry.Customer mistreatment refers to low-quality interpersonal treatment employees receive from their customers and harms frontline employees by increasing strain,burnout,and exhaustion.Even...
