Road rage, school rage and anger by becoming almost commonplace. Customer rage intense anger combined with the expression of physical, verbal or other potentially harmful behavior in response to poor service experience. This can potentially lead to serious negative consequences for the company, employees and even other valued customers. Fortune 500 companies are so concerned about the problem that some of the new software installed in their call centers to improve the detection of angry voices of clients, so that management can intervene to prevent the escalation of incidents in a rage. In addition, Entrepreneur Magazine said that Americans are getting angrier with each passing year. This article discusses the basic psychological stress and coping processes that promote some users are experiencing extreme negative emotions, including anger and finally resentment. It explores the triggers (prior conditions) that lead to anger behavior, determines the turning points for the extreme anger and rage incidents, and examines the extent to which these factors and overcome behavior can be summarized in the countries of Eastern and Western cultures. It also recommends a course of action to enable managers to prevent, or at least better manage customers fury. "Hide
by Paul G. Patterson, Janet R. McColl-Kennedy, Amy K. Smith, Lu Zhi Source: California Management Review 24 pages. Publication Date: 01 November 2009. Prod. #: CMR438-PDF-ENG
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