. If there is a change in the Subject/Title/Supervisor/Co-supervisor of the ongoing thesis, please use other relevant forms.

Please fill in the form completely and submit the Printed Copy, which has the approval of the Department Chair to the Institute of Graduate Studies and Research (IGSR). Incomplete application forms will be returned to the Department. The Institute of Graduate Studies and Research will finalize the application.

Part I. Student & Thesis Information [To be completed by the Supervisor]
|Student No | | | |Student Name and|Rita Anumbose Nkendong of stressors in the workplace. Dysfunctional customer behaviors are among|
| |these stressors (Boyd, 2002). Since frontline employees have intense face-to-face or voice-to-voice interactions with customers, |
| |they seem to be faced with aggressive behaviors of customers (Karatepe, Yorganci, & Haktanir, 2009). |
| |Customer-related social stressors are composed of four dimensions: disproportionate customer expectations, customer verbal |
| |aggression, disliked customers, and ambiguous customer expectations (Dormann & Zapf, 2004). Disproportionate customer |
| |expectations refer to “situations in which customers tax or challenge the service that they want to receive from the service |
| |provider” (Dormann & Zapf, 2004, p. 75). Customer verbal aggression refers to customers’ intentions to harm frontline employees |
| |(cf. Dormann & Zapf 2004). Disliked customers refer to “interactions with hostile, humorless, and unpleasant customers and |
| |interruptions by customers”, while ambiguous customer