[The Brink] How Should Workers Respond to Rude Customers? Dr. Sunny Kim Weighs In
Sunny Kim, Assistant Professor at the Boston University School of Hospitality Administration, recently shared expert insights in The Brink article examining how service workers can effectively respond to rude customers. The article is grounded in her research, which served as the foundation for the study titled “Sleepless after sabotage: the hidden costs of coping with customer incivility” published in the International Journal of Contemporary Hospitality Management.
Dr. Kim, whose research focuses on service employee well-being and customer incivility, explains that rude or disrespectful customer behavior is a common challenge across hospitality and service industries. Her work highlights how these interactions can affect employees’ emotional well-being and performance, making it critical for both workers and organizations to adopt strategies that support frontline staff.
In the article, Kim offers practical guidance for navigating difficult customer interactions, emphasizing professionalism, emotional regulation, and supportive workplace policies that help employees manage stressful encounters while maintaining service quality. Drawing on her research and its real-world applications, Dr. Kim continues to advance understanding of customer–employee dynamics and contribute valuable insights that help hospitality organizations create healthier and more supportive service environments.
- Date: March 12, 2026
- News source: The Brink