PULLMAN, Wash.—There are jerks, and then there are jerks.
Joel Anaya has given them a fair amount of study, focusing on that very special jerk who can take a routine service experience—dining out, paying at a cash register, air travel—and make it a nightmare.
Anaya has even coined a term for it—"customer service sabotage"—and discerned seven different categories of rude customers who can be a serious liability for the service industry.