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Let’s Protect Our Frontline Workers from Rude Customers

HBR IdeaCast

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The Net Effect of Mistreatment on Worker Performance

Workers are more likely to quit in environments like this. People have a hard time concentrating on the task at hand, and they perform far worse when mistreated. Even witnesses are three times less likely to help anyone when this occurs. It really shuts people down in a lot of different ways.

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