New findings reveal that a culture of complaining, entitlement and aggression is worsening within the service industry.

Marketing and consumer behaviour expert, Professor Gary Mortimer from QUT, joined Laurel, Gary and Mark to reveal the findings from a recent customer aggression study.

The survey of 1000 service workers found that 80 per cent of workers had experienced customer abuse.

Going further than the ‘can I speak to the manager’ stereotype, the study found ‘lots of different forms of aggression’ were present.

“I guess it’s an outcome of the pandemic… it hasn’t mitigated since then and it just seems to be getting worse”, Prof. Mortimer told the Breakfast team.

The notion of customer sovereignty may be to blame for the trend.

Press PLAY below to hear why customer aggression is getting worse

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