Abstract

The current research aims to investigate the role of service provider embodied behaviors (positive emotional expression, emotional control, supportive body language, professional behavior, and courtesy) in reducing negative customer behavior through its dimensions (verbal abuse and refusal to participate) among employees of telecommunications companies in Muthanna Governorate. The research sample consisted of (96) employees. The descriptive analytical approach was used to achieve the research objectives and develop its tools, using statistical programs (AMOS.V.29, SPSS.V.29). The research results indicated that service provider embodied behaviors such as positive emotional expression, emotional control, and the use of body language—represent an effective tool in improving customer interaction and reducing the likelihood of negative customer behavior.