"The customer is not always right , but your job is never to show them how they're wrong. Your job is to be professional, courteous, accommodating … even (and especially) under stress." — Steve Dorfman, Driven to Excel When consumers know they are always right, they may breed a sense of superiority or entitlement, expecting the frontline employees to comply with any customer behaviors. A report shows that 98% of service employees had experienced unpleasant customer behaviors; over 50% of employees encountered rude customers at least once a week. In a more recent case , a female customer pulled out a gun and fired shots at Burger King because she felt it took too long to receive the order. In organizational research, consumers' unpleasant behaviors toward the service staff are often referred to as either consumer incivility or consumer mistreatment. Current literature has identified customer mistreatment's negative effects on employees' psychological st
The COVID-19 pandemic is a once-in-a-generation crisis with lasting economic and societal consequences . Crises and disasters often bring unpredictable catastrophic changes to the market. Yet, effective management of a crisis can help businesses reduce the event's negative impacts and shorten the recovery time. As the global economy begins to recover , businesses are making changes to adapt to the post-pandemic world. For example, more companies now let employees work from home permanently. When people work remotely and classes are taught online, social media plays an even more critical role in crisis communication than before. Research identifying the types of social media messages that get people's attention during the COVID-19 pandemic is timely and helpful in supporting business decisions regarding crisis communication. The empirical study about crisis communication strategies on social media I worked with Drs. Jungwoo Lee at Yonsei University in South Korea and