Rude Employees Quietly Sabotage the Bottom Line

CHESTNUT HILL, MA (9/20/2011) – Insensitive, disrespectful or rude behavior by employees is rampant in US workplaces, yet customers fail to report the offending workers and instead take their business elsewhere, researchers report in the latest edition of the Journal of Service Research. Approximately one-third of consumers surveyed reported they’re treated rudely by an employee on an average of once a month and that these and other episodes of uncivil worker behavior make them less likely to patronize those businesses. Yet customers rarely report such behavior to employee supervisors,