[New Publication] Sunny Kim Explores How Hospitality Employees Respond to Customer Incivility
Misun (Sunny) Kim, Assistant Professor at Boston University’s School of Hospitality Administration, has co-authored a new study published in the International Journal of Contemporary Hospitality Management examining how frontline hospitality employees cope with difficult customer interactions. The study, “A person-centered analysis of how hospitality employees cope with customer incivility,” takes a closer look at how […]
[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 […]