Social and Behavioral Sciences Commons^™

Checking Out: A Qualitative Study Of Supermarket Cashiers' Emotional Response To Customer Mistreatment, Michael E. Lawless

USF Tampa Graduate Theses and Dissertations

In Western culture, and especially the United States, the increasingly service based economy focuses on creating an emotionally positive experience for customers. This leads to increasing pressures on service workers to hide and suppress their emotions even when mistreated by customers, in order to meet their employers', and general cultural, customer service standards. This thesis investigates the questions of what kinds of emotional challenges supermarket cashiers experience as a result of mistreatment from their customers, how do they manage to cope with these challenges, and whether there are any differences in challenges or coping strategies between younger and older cashiers, …