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Harm to Those Who Serve: Effects of Direct and Vicarious Customer-Initiated Workplace Aggression

NCJ Number
248244
Journal
Journal of Interpersonal Violence Volume: 29 Issue: 13 Dated: September 2014 Pages: 2355-2377
Author(s)
Kathryne E. Dupré; Kimberly-Anne Dawe; Julian Barling
Date Published
September 2014
Length
23 pages
Annotation

In this study, the authors developed and tested a model of the effects of direct and vicarious exposure to aggression that is directed at employees by customers.

Abstract

While there is a large body of research on the effects of being a direct target of workplace aggression, there is far less research on the vicarious experience of aggression at work, despite the fact that more people experience workplace aggression vicariously (i.e., observe it or hear about it) than they do directly. In this study, the authors developed and tested a model of the effects of direct and vicarious exposure to aggression that is directed at employees by customers. Structural equation modeling provided support for the proposed model, in which direct and vicarious workplace aggression influences the perceived risk of future workplace aggression, which in turn affects organizational attachment (affective commitment and turnover intentions) and individual well-being (psychological and physical). Conceptual research and policy implications are discussed. Abstract published by arrangement with Sage Journals.