When customers exhibit verbal aggression, employees pay cognitive costs.
Rafaeli, Anat; Erez, Amir; Ravid, Shy; Derfler-Rozin, Rellie; Treister, Dorit Efrat; Scheyer, Ravit; Journal of Applied Psychology, 2012, vol. 97, issue 5, p 931, ISSN 00219010. ISBN 00219010.

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