Negative Relational Exchanges of Customers and Employees: Performance and Well-being Implications

JetBlue flight attendant Steven Slater was apparently mad as hell and wasn’t going to take it anymore. After reportedly exchanging words with a passenger who had hit him on the head with a piece of luggage … Slater took to the jet’s public address system to curse the flier. He then bid the flight—and by his own acknowledgment, his job—adieu.