2018Introduction. In K. Beeching, C. Ghezzi & P. Molinelli (eds.), Positioning the self and others. Linguistic perspectives (pp. 1–18). Amsterdam/Philadelphia: John Benjamins.
Bellosi, G. & Quondamatteo, G.
(eds.)1979Le parlate dell’Emilia e della Romagna. Florence: del Riccio.
Benigni, L. & Bates, E.
1977Interazione sociale e linguaggio. Analisi pragmatica dei pronomi allocutivi italiani. In R. Simone & G. Ruggiero (eds.), Aspetti sociolinguistici dell’Italia contemporanea (pp. 141–165). Rome: Bulzoni.
Berruto, G.
1997Code-switching and code-mixing. In M. Maiden & M. Parry (eds.), The dialects of Italy (pp. 394–400). London: Routledge.
Berruto, G.
2006A mo’ di introduzione. In A. Sobrero & A. Miglietta (eds.), Lingua e dialetto nell’Italia del Duemila (pp. 5–13). Galatina: Congedo.
2012Umbria: A cultural history. Oxford: Oxford University Press.
Bolasco, M. & Signorini, E.
(eds.)2014Osterie d’Italia. Guida 2015. Sussidiario del mangiar bene all’italiana. Bra: Slow Food.
Bomboi, A.
2014L’indipendentismo sardo. Le ragioni, la storia, i protagonisti. Cagliari: Condaghes.
Bourdieu, P.
1977Outline of a theory of practice (translated by R. Nice). Cambridge: Cambridge University Press.
Braiker, H. B.
2004Who’s pulling your strings? How to break the cycle of manipulation. New York: McGraw-Hill.
Braun, F.
1988Terms of address: Problems of patterns and usage in various languages and cultures. Berlin: Mouton de Gruyter.
Bravo, D.
2005Estudios de la (des)cortesía en español. Buenos Aires: Editorial Dunken.
Bresin, A.
2019aPerceptions of address practices in Italian interregional encounters. A case study of restaurant encounters. The Journal of Pragmatics 143. 185–200.
Bresin, A.
2019bNord e Sud, ma anche Centro. Trend contrastanti nella percezione delle pratiche allocutive in Italia. In P. Orrù (ed.), Il dualismo Nord-Sud: vecchie e nuove questioni in Italia e nel Mediterraneo (pp. 151–169). Florence: Cesati.
Bresin, A., Hajek, J. & Kretzenbacher, H. L.
2015La percezione dell’uso dei dialetti a Roma e provincia. In E. Pîrvo (ed.), La lingua e la letteratura italiana in prospettiva sincronica e diacronica. Atti del VI convegno internazionale di italianistica dell’Università di Craiova, 19–20 settembre 2014 (pp. 103–113). Florence: Cesati.
1987Politeness: Some universals in language usage. Cambridge: Cambridge University Press.
Brown, R. & Gilman, A.
1960The pronouns of power and solidarity. In T. A. Sebeok (ed.), Style in language (pp. 253–276). Cambridge MA: MIT Press.
Brunet, J.
1987Grammaire critique de l’italien (Vol. 9). Paris: Presses universitaires de Vincennes.
Bruni, F.
1996Introduzione. In F. Bruni (Ed.), L’italiano nelle regioni. Storia della lingua italiana (Vol. 1) (pp. XXV–LXXIII). Milan: Garzanti.
Bucholtz, M. & Hall, K.
2005Identity and interaction: A sociocultural linguistic approach. Discourse Studies 7(4–5). 585–614.
Carmona-Lavado, A. & Hernández-López, M.
2015Customer perception of politeness as a differentiating element in Spanish restaurant encounters. In M. Hernández-López & L. Fernández-Amaya (eds.), A multidisciplinary approach to service encounters (pp. 87–112). Leiden: Brill.
Carreira, M. H. de A.
2009Qualification et adresse: complexité modale et enjeux interlocutifs. L’exemple du portugais. Synergies Pologne 6(2). 29–34.
Cenni, I.
2015Positive politeness in the European Mediterranean. In D. Smakman & P. Heinrich (eds.), Globalising sociolinguistics. Challenging and expanding theory (pp. 194–206). London/New York: Routledge.
Cerruti, M.
2011aRegional varieties of Italian in the linguistic repertoire. International Journal of the Sociology of Language 210. 9–28.
Cerruti, M.
2011bItaliano e dialetto oggi in Italia. In Enciclopedia Treccani. [URL] (10 May, 2019).
Cicognani, B.
1938 (15January). Abolizione del lei. Corriere della sera.
Clark, H.
1996Using language. Cambridge: Cambridge University Press.
Clemente, P.
1988Le regioni dal punto di vista dell’antropologo. Note su culture locali e processi di trasformazione. In F. Schino (ed.), Cultura nazionale, culture regionali, comunità italiane all’estero (pp. 69–81). Rome: Istituto della Enciclopedia Italiana.
Clyne, M., Norrby, C. & Warren, J.
2009Language and human relations: Styles of address in contemporary language. Cambridge: Cambridge University Press.
Coffen, B.
2002Histoire culturelle des pronoms d’adresse: vers une typologie des systèmes allocutoires dans les langues romanes. Paris: Honoré Champion.
Consoli, E.
1987Rules of address in secondary schools in Catania: Linguistic variation and its social/cultural value. Language in Society 16(4). 559–564.
Corda, F.
(ed.)1989Saggio di grammatica campidanese. Sala Bolognese: Forni.
Coupland, N.
2001Language, situation and the relational self: Theorizing dialect-style in sociolinguistics. In P. Eckert & J. R. Rickford (eds.), Style and sociolinguistic variation (pp. 185–210). Cambridge: Cambridge University Press.
Covino, R.
1994Umbria: uno sviluppo tardivo, ed è subito crisi. In P. Ginsborg (Ed.), Stato dell’Italia. Il bilancio politico, economico, sociale e culturale di un paese che cambia. 180 contributi inediti scritti da più di 100 specialisti (pp. 168–171). Milan: Mondadori.
Cremona, T. & Cremona, L.
2014Alberghi e ristoranti d’Italia 2015. Un’accurata selezione di oltre 4500 proposte tra indirizzi classici e nuove tendenze. Milan: Touring.
Danesi, M. & Lettieri, M.
1983The pronouns of address in Italian: Sociolinguistic and pedagogical considerations. Studi italiani di linguistica teorica ed applicata 12. 323–333.
Dardano, M. & Trifone, P.
1997La nuova grammatica della lingua italiana. Bologna: Zanichelli.
Dickie, J.
2000Regions. In G. Moliterno (ed.), Encyclopedia of contemporary Italian culture (pp. 505–507). London/New York: Routledge.
Domenico, R. P.
2001The regions of Italy: A reference guide to history and culture [electronic resource]. Westport: Greenwood Publishing Group.
Duranti, A.
2004Agency in language. In A. Duranti (ed.), A companion to linguistic anthropology (pp. 451–473). Malden, MA: Blackwell.
Eckert, P.
1980Clothing and geography in a suburban high school. In C. P. Kottak (ed.), Researching American culture (pp. 139–145). Ann Arbor: University of Michigan Press.
Eckert, P.
2006Communities of practice. In K. Brown (ed.), Encyclopedia of language and linguistics (pp. 683–685). Oxford/New York: Elsevier.
Eckert, P.
2012Three waves of variation study: The emergence of meaning in the study of sociolinguistic variation. Annual Review of Anthropology 41. 87–100.
Ellis, P. D.
2010The essential guide to effect sizes: Statistical power, meta-analysis, and the interpretation of research results. Cambridge: Cambridge University Press.
Eurostat
2013Quick facts on European regions. [URL] (4 February, 2019).
Fairclough, N.
2003Analysing discourse: Textual analysis for social research. London: Routledge.
Farese, G. M.
2015Hi vs. ciao: NSM as a tool for cross-linguistic pragmatics. Journal of Pragmatics 85. 1–17.
Farese, G. M.
2018The cultural semantics of address practices. A contrastive study between English and Italian. Lanham, MD: Rowman and Littlefield.
Félix-Brasdefer, J. C.
2015The language of service encounters. A pragmatic-discursive approach. Cambridge: Cambridge University Press.
Félix-Brasdefer, J. C. & Placencia, M. E.
(eds.)2019Pragmatic variation in service encounter interactions across the Spanish-speaking world. London: Routledge.
Formato, F.
2016Linguistic markers of sexism in the Italian media: A case study of ministra and ministro. Corpora 11(3). 371–399.
Formentelli, M. & Hajek, J.
2013Italian L2 address strategies in an Australian university setting: A comparison with L1 Italian and L1 English practice. In B. Peeters, K. Mullan & C. Béal (eds.), Cross-culturally speaking, speaking cross-culturally (pp. 77–106). Newcastle upon Tyne: Cambridge Scholars Press.
Formentelli, M. & Hajek, J.
2015Address in Italian academic interactions: The power of distance and (non)-reciprocity. In C. Norrby & C. Wide (eds.), Address practice as social action: European perspectives (pp. 119–140). Basingstoke/London: Palgrave Macmillan.
De Francesco, A.
2012La palla al piede. Una storia del pregiudizio antimeridionale. Milan: Feltrinelli.
Gabrielli, A.
(ed.)2013Grande dizionario italiano. [URL] (10 May, 2019).
Gavioli, L.
1997Bookshop service encounters in English and Italian: Notes on the achievement of information and advice. In F. Bargiela-Chiappini & S. Harris (eds.), The languages of business (pp. 136–158). Edinburgh: Edinburgh University Press.
George, S.
1990Getting things done in Naples. Action, language and context in discourse description. Bologna: CLUEB.
Giles, H., Coupland, J. & Coupland, N.
(eds.)1991Contexts of accommodation: Developments in applied sociolinguistics. Cambridge: Cambridge University Press.
Ginsborg, P.
1994Le regioni italiane. In P. Ginsborg (ed.), Stato dell’Italia. Il bilancio politico, economico, sociale e culturale di un paese che cambia. 180 contributi inediti scritti da più di 100 specialisti (p. 115). Milan: Mondadori.
Goffman, E.
1967On face-work. An analysis of ritual elements in social interaction. In E. Goffman (ed.), Interactional ritual: Essays on face-to-face behaviour (pp. 5–45). New York: Anchor Books.
Gurreri, F.
1994Lazio: i tempi lunghi dell’emancipazione dall’Urbe. In P. Ginsborg (ed.), Stato dell’Italia. Il bilancio politico, economico, sociale e culturale di un paese che cambia. 180 contributi inediti scritti da più di 100 specialisti (pp. 176–181). Milan: Mondadori.
Hajek, J.
2012(Non-)dominant varieties of a (non-)pluricentric language? Italian in Italy and Switzerland. In R. Muhr (ed.), Non-dominant varieties of pluricentric languages. Getting the picture (pp. 155–166). Vienna: Peter Lang.
Hajek, J., Kretzenbacher, H. L. & Lagerberg, R.
2013Towards a linguistic typology of address pronouns in Europe – past and present. In J. Henderson, M. Ritz & C. Rodríguez Louro (eds.), 2012 conference of the Australian Linguistic Society (Perth, 5–7 December 2012) (p. 15). [URL] (10 September, 2019).
Hammermüller, G.
1993Ist die portugiesische Anredeform o senhor ein Nomen, ein Pronomen oder gar ein Pro-pronomen? In A. Schönberger & M. Scotti-Rosin (Eds.), Einzelfragen der portugiesischen Sprachwissenschaft (Vol. 2) (pp. 33–43). Frankfurt/M: TFM Domus Editoria Europaea.
Havu, E.
2006Traduction française et italienne des termes d’adresse dans The Da Vinci code. In E. Garavelli, M. Helkkula & O. Välikangas (eds.), Tra Italia e Francia / Entre France et Italie: in honorem Elina Suomela-Härmä (pp. 191–204). Helsinki: Société Néophilologique.
Held, G.
2004Politeness in Italy: The art of self-representation in requests. In L. Hickey & M. Stewart (eds.), Politeness in Europe (pp. 292–305). Clevedon: Multilingual Matters.
Hernández-Flores, N.
2004aLa cortesía como la búsqueda del equilibrio de la imagen social. In D. Bravo & A. Briz (eds.), Pragmática sociocultural: estudios sobre el discurso de cortesía en español (pp. 95–108). Barcelona: Ariel Lingüística.
2015First names at Starbucks: A clash of cultures? In C. Norrby & C. Wide (eds.), Address practice as social action. European perspectives (pp. 97–118). London: Palgrave Macmillan.
ISTAT
2016aTotale della Popolazione residente al 1° Gennaio 2016 per sesso e stato civile. Provincia: Roma. [URL] (29 July, 2016).
ISTAT
2016bTotale della Popolazione residente al 1° Gennaio 2016 per sesso e stato civile. Provincia: Viterbo. [URL] (29 July, 2016).
ISTAT
2017L’uso della lingua italiana, dei dialetti e di altre lingue in Italia. [URL] (10 February, 2018).
Kallmeyer, W.
2003Sagen Sie bitte du zu mir: Werner Kallmeyer, Soziolinguist am Institut für Deutsche Sprache in Mannheim, über die Kunst der richtigen Anrede. Das Gespräch führte Cosima Schmitt. Die Zeit, 27. [URL] (26 June, 2003).
Kerbrat-Orecchioni, C.
1992Les interactions verbales. (Vol. 2). Paris: A. Colin.
Kerbrat-Orecchioni, C.
2005Politeness in France: How to buy bread politely. In L. Hickey & M. Stewart (eds.), Politeness in Europe (pp. 29–44). Clevedon: Multilingual Matters.
Killinger, C. L.
2002The history of Italy. Wesport: Greenwood Press.
Kretzenbacher, H. L., Hajek, J., Lagerberg, R. & Bresin, A.
2013Address forms in language contact and language conflict: The curious history and remnants of onikání in Czech. Australian Slavonic and East European Studies 27(1–2). 87–103.
Kretzenbacher, H. L. & Schüpbach, D.
2015Communities of addressing practice? Address in Internet forums based in German-speaking countries. In C. Norrby & C. Wide (eds.), Address practice as social action: European perspectives (pp. 33–53). Basingstoke: Palgrave Macmillan.
Labov, W.
1972Sociolinguistic patterns. Philadelphia: University of Pennsylvania.
Lantolf, J. P. & Thorne, S. L.
2006Sociocultural theory and the genesis of second language development. Oxford: Oxford University Press.
2019Variation in polite address in contemporary Uruguayan Spanish. In B. Kluge & M. I. Moyna (eds.), with the assistance of J. Warren & H. Simon, It’s not all about ‘you’: New perspectives on address research (pp. 191–219). Amsterdam/Philadelphia: John Benjamins.
Musumeci, D.
1991Ciao, professoressa! A study of forms of address in Italian and its implications for the language classroom. Italica 68(4). 434–456.
Nava, P.
1994Emilia-Romagna: a una svolta la cultura dei servizi. In P. Ginsborg (ed.), Stato dell’Italia. Il bilancio politico, economico, sociale e culturale di un paese che cambia. 180 contributi inediti scritti da più di 100 specialisti (pp. 156–159). Milan: Mondadori.
Niculescu, A.
1974Strutture allocutive, pronominali, reverenziali in italiano. Florence: LS Olschki.
Norrby, C. & Kretzenbacher, H. L.
2013National variation of address in pluricentric languages: The examples of Swedish and German. In A. Soares da Silva (ed.), Pluricentricity: Language variation and sociocognitive dimensions (pp. 243–270). Berlin: De Gruyter Mouton.
Norrby, C. & Wide, C.
(eds)2015Address practice as social action. Basingstoke/London: Palgrave Macmillan.
Orlando, A. M.
2015Permettete una parola, Signora? Il voi allocutivo nell’italiano regionale di Calabria tra rispetto e identità. In F. Fanciullo (ed.), L’Italia dialettale. Rivista di dialettologia italiana (Vol. 76) (pp. 149–162). Pisa: Edizioni ETS.
Orozco, L.
2010La extensión del tuteo en la ciudad de Guadalajara (México). In M. Hummel, B. Kluge & M. Vásquez (eds.), Formas y fórmulas de tratamiento en el mundo hispánico (pp. 771–794). Mexico F.D.: El Colegio de Mexico.
2017Evaluating regional variation in Italian: Towards a change in standard language ideology? In M. Cerruti, C. Crocco & S. Marzo (eds.), Towards a new standard (pp. 118–141). Berlin: De Gruyter Mouton.
Pavesi, M.
2011Exploring the role of address shifts in film translation: An extended illustration from Crash. In R. Baccolini, D. Chiaro, C. Rundle & S. Whitsitt (eds.), Minding the gap: Studies in linguistic and cultural exchange for Rosa Maria Bollettieri Bosinelli (pp. 111–132). Bologna: Bononia University Press.
Pellegrini, G. B.
1977Carta dei dialetti d’Italia. Pisa: Pacini.
Peng, X.
2014Politeness in restaurants of different grades. Studies in Literature and Language 8(3). 33–39.
Petraccone, C.
2000Le due civiltà. Settentrionali e meridionali nella storia d’Italia dal 1860 al 1914. Rome/Bari: Laterza.
Placencia, M. E.
2001Inequality in address behaviour at public institutions in La Paz, Bolivia. Anthropological Linguistics 43(2). 198–217.
Placencia, M. E.
2004Rapport-building activities in corner shop interactions. Journal of Sociolinguistics 8(2). 215–245.
Placencia, M. E.
2011Regional pragmatic variation. In G. Andersen & K. Aijmer (eds.), Pragmatics of society (pp. 79–113). Berlin: De Gruyter.
Placencia, M. E. & Mancera Rueda, A.
2011“Dame un cortado de máquina, cuando puedas”: estrategias de cortesía en la realización de la transacción central en bares de Sevilla. In C. Fuentes Rodríguez, E. Alcaide Lara & E. Brenes Peña (eds.), Aproximaciones a la (des)cortesía verbal en español (Fondo Hispánico de Linguística y Filología, Vol. 3) (pp. 491–508). Berne: Peter Lang.
Radtke, E.
1996Segnali di cortesia nell’italiano parlato. Romanistik in Geschichte und Gegenwart 2(2). 163–188.
Rebelos, M. & Strambi, A.
2009Address pronouns in Italian CMC exchanges: A ‘good example’ for L2 learners?Italica 86(1). 59–79.
Renzi, L.
1993La deissi personale e il suo uso sociale. Studi di grammatica italiana 15. 347–390.
Renzi, L.
1996“Ma la diga, no xela venezian èla?”. Per una storia delle forme allocutive nei dialetti italiani. In P. Benincà, G. Cinque, T. De Mauro & N. Vincent (eds.), Italiano e dialetti nel tempo. Saggi di grammatica per Giulio C. Lepschy (pp. 259–271). Rome: Bulzoni.
Ala-Risku, R.
2013Tradizione e innovazione del sistema allocutivo italiano in un corpus cinematografico. In E. Suomela-Härmä, J. Härmä & E. Havu (eds.), Représentations des formes d’adresse dans les langues romanes (pp. 201–247). Helsinki: Société Néophilologique.
Rohlfs, G.
1968Grammatica storica dell’italiano e dei suoi dialetti. Vol. 2: Morfologia. Turin: Einaudi.
Rosenthal, R.
1966Experimenter effects in behavioral research. NY: Appleton-Century-Crofts.
Rubino, A.
2016Constructing pseudo-intimacy in an Italo-Australian phone-in radio program. Journal of Pragmatics 103. 33–48.
Sabatini, F. & Coletti, V.
(eds.)2013Il Sabatini Coletti: dizionario essenziale della lingua italiana. [URL] (10 May, 2019).
Savoia, L.
1997The geographical distribution of the dialects. In M. Maiden & M. Parry (eds.), The Dialects of Italy (pp. 225–34). London: Routledge.
Schindler, E.
2013Kommunikative Ritualität im Gastronomiebereich. Freiburger Arbeitspapiere zur germanistischen Linguistik (11). Freiburg: Germanistische Linguistik, Universität Freiburg.
2017(Im)politeness and regional variation. In J. Culpeper, M. Haugh & D. Kádár (eds.), The Palgrave handbook of linguistic (im)politeness (pp. 539–570). London: Palgrave Macmillan.
Schüpbach, D., Hajek, J., Warren, J., Clyne, M., Kretzenbacher, H. L. & Norrby, C.
2007A cross-linguistic comparison of address pronoun use in four European languages: Intralingual and interlingual dimensions. In I. Mushin & M. Laughren (eds.), Selected papers of the 2006 annual meeting of the Australian Linguistic Society, Brisbane, Australia. [URL] (10 May, 2019).
Scollon, R. & Scollon, S. W.
1995Intercultural communication: A discourse approach. Oxford: Blackwell.
Seiter, J. S.
2007Ingratiation and gratuity: The effect of complimenting customers on tipping behavior in restaurants. Journal of Applied Social Psychology 37. 478–485.
Seiter, J. S. & Weger, H. Jr.
2013Does a customer by any other name tip the same?: The effect of forms of address and customer’s age on gratuities given to food servers in the United States. Journal of Applied Social Psychology 43. 1592–1598.
Seiter, J. S., Givens, K. D. & Weger, H., Jr.
2016The effect of mutual introductions and addressing customers by name on tipping behavior in restaurants. Journal of Hospitality Marketing & Management 25(5). 640–651.
Serianni, L.
2000Gli allocutivi di cortesia. In Accademia della crusca. [URL] (10 May, 2019).
Serianni, L. & Castelvecchi, A.
2006Grammatica italiana: italiano comune e lingua letteraria. Turin: UTET.
Sobrero, A.
1992Indicazioni stradali: modello urbano e modello rurale. In A. A. Sobrero (ed.), Il dialetto nella conversazione. Ricerche di dialettologia pragmatica (pp. 161–172). Galatina: Congedo.
Sobrero, A.
1997Italianization of the dialects. In M. Maiden & M. Parry (eds.), The dialects of Italy (pp. 412–418). London: Routledge.
Sobrero, A.
2015L’italiano nelle regioni. In M. Salvati & L. Sciolla (eds.), L’Italia e le sue regioni. L’età repubblicana. Vol. 3: Culture (pp. 547–567). Rome: Istituto dell’Enciclopedia italiana.
2007Tra Bonolis e Mammuccari. Variazioni mediatiche di codice e registro. In C. Giovanardi & F. Onorati (eds.), Le lingue der monno (pp. 283–293). Rome: Aracne.
Suomela-Härmä, E.
2013Analisi dei questionari italiani. In E. Suomela-Härmä, J. Härmä & E. Havu (eds.), Représentations des formes d’adresse dans les langues romanes (pp. 151–171). Helsinki: Société Néophilologique.
Svennevig, J.
1999Getting acquainted in conversation. A study of initial interactions. Amsterdam/Philadelphia: John Benjamins.
Tamburelli, M.
2014Uncovering the “hidden” multilingualism of Europe: An Italian case study. Journal of Multilingual and Multicultural Development 35(3). 252–270.
Telve, S.
2011Allocutivi [Prontuario]. In Treccani l’enciclopedia italiana. [URL] (10 May, 2019).
Tempesta, I.
1995Tecniche di rilevamento e procedure d’analisi. Il caso della deissi sociale. In M. T. Romanello & I. Tempesta (Eds.), Dialetti e lingue nazionali: atti del XXVII Congresso della Società di linguistica italiana, Lecce, 28–30 ottobre 1993 (pp. 432–453). Rome: Bulzoni.
Teti, V.
1993La razza maledetta. Origini del pregiudizio antimeridionale. Rome: Manifestolibri.
Timm, C.
2001Das dreigliedrige Allokutionssystem des Italienischen in Neapel. Frankfurt/M: Peter Lang.
Tosi, A.
2001Language and society in a changing Italy. Clevedon: Multilingual Matters.
Tropea, G.
1985I pronomi allocutivi in area catanese. Lingua e storia in Puglia 27. 57–80.
Trudgill, P.
1972Sex, covert prestige and linguistic change in the urban British English of Norwich. Language in Society 1(2). 179–195.
Ventola, E.
2005Revisiting service encounters genre: some reflections. Folia Linguistica 39(1–2). 19–43.
Vignuzzi, U.
1994Il dialetto perduto e ritrovato. In T. De Mauro (ed.), Come parlano gli italiani (pp. 25–33). Scandicci: La Nuova Italia.
Vignuzzi, U.
1997Lazio, Umbria and the Marche. In M. Maiden & M. Parry (eds.), The dialects of Italy (pp. 311–320). London: Routledge.
Vitali, D.
(ed.)2005Dscårret in bulgnaiṡ? Manuale e grammatica del dialetto bolognese. Bologna: Alberto Perdisa.
Waltson, J.
2000Southern question. In G. Moliterno (ed.), Encyclopedia of contemporary Italian culture (pp. 553–554). London/New York: Routledge.
Watts, R. J.
2003Politeness. Cambridge: Cambridge University Press.
Wenger, E.
1998Communities of practice. Cambridge: Cambridge University Press.
Yagil, D.
2008When the customer is wrong: A review of research on aggression and sexual harassment in service encounters. Aggression and Violent Behavior 13. 141–152.