Customer Violence and Employee Health and Safety

By Carol Boyd. 2002

149 citations recorded by the source corpus.

Subfields: General Health Professions, Public Administration, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/7afa84ef90c25099b508225f7693be4604b4876d

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In General Health Professions

1. Sharon Bolton
2. Michael Quinlan
3. Jaclyn Koopmann
4. Mo Wang
5. N. Bandelj
6. M. Olsthoorn
7. Kenneth S. Shultz

In Public Administration

1. Sharon Bolton
2. N. Bandelj

In Sociology and Political Science

1. Sharon Bolton
2. Yihao Liu
3. Yifan Song
4. C. Mayhew
5. P. McCarthy
6. Michael Quinlan
7. D. Chappell
8. Michelle Barker

Citations in the corpus

• Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model (2015, background): “…interpersonal treatment that employees receive from their customers during service interactions (Bies, 2001; Skarlicki, van Jaarsveld, & Walker, 2008; Wang, Liao, Zhan, & Shi, 2011), is a shared experience among service workers (Boyd, 2002; Grandey, Dickter, & Sin, 2004; Harris & Reynolds, 2003).”
• Trolley Dolly or Skilled Emotion Manager? Moving on from Hochschild's Managed Heart (2003, background): “dealing with violence, manual handling) is minimal, if it occurs at all (Boyd and Bain, 1998; Boyd, 2002).”
• Outcomes of customer verbal aggression among hotel employees (2009, unknown): “) such as swearing, yelling, threats, condescending remarks, and sarcasm ( Boyd, 2002”
• Measuring the Extent of Impact from Occupational Violence and Bullying on Traumatised Workers (2004, background): “ Boyd (2002) argues that demands from employers for “customer-friendly” responses to aggression need to be considered as part of the labour process.”