Why does “customer harassment” occur? : Psychological/social factors and coping methods

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  • なぜ「カスタマーハラスメント」は起きるのか－心理的・社会的諸要因と具体的な対処法－
  • ナゼ 「 カスタマーハラスメント 」 ワ オキル ノ カ : シンリテキ ・ シャカイテキ ショ ヨウイン ト グタイテキ ナ タイショホウ

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Abstract

<p>“Customer harassment” is the harassment of employees by clients and customers in brief and is almost synonymous with pernicious complaints. In recent years, it has become obvious that about 70% of clerks in the distribution industry have suffered harassment from customers, such as violence and abusive language. Why does customer harassment occur? What are psychological and social factors involved in the growing number of pernicious complaints? If employees are attacked by pernicious complainers, how should they deal with the complainers? This paper gave an overview of the various topics surrounding complaints based on psychological findings and previous studies in related fields. Furthermore, my opinions on how the organization should respond to customer harassment were described from the viewpoint of employment protection.</p>

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