| Verbal abuse from outsiders versus insiders: comparing frequency, impact on emotional exhaustion, and the role of emotional labor. | |
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MedLine Citation:
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PMID: 17257067 Owner: NLM Status: MEDLINE |
Abstract/OtherAbstract:
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Research on aggression from organizational outsiders (customers, clients or patients) has ignored insider-instigated aggression, and has been limited to employees in emotional labor jobs (e.g., social work and customer services). The authors argue that customer-employee interactions have distinct characteristics from organizational insider interactions, and provide two studies to compare the frequency and strain of verbal abuse from customers, supervisors and coworkers. Furthermore, they assess whether customer verbal abuse is only a critical issue for employees in jobs requiring emotional labor, measured with both O*NET job codes and self-reported display rules. With a national random sample of U.S. employees (n = 2446) and a convenience sample of U.S. employees who have customer contact (n = 121), the authors find that verbal abuse from outsiders (1) occurs more frequently than insider verbal abuse, particularly for those with higher emotional labor requirements, and (2) predicts emotional exhaustion over and above insider verbal abuse, regardless of emotional labor requirements. The authors conclude that better integration of customer aggression and insider aggression research is needed. |
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Authors:
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Alicia A Grandey; Julie H Kern; Michael R Frone |
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Publication Detail:
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Type: Historical Article; Journal Article; Research Support, N.I.H., Extramural |
Journal Detail:
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Title: Journal of occupational health psychology Volume: 12 ISSN: 1076-8998 ISO Abbreviation: J Occup Health Psychol Publication Date: 2007 Jan |
Date Detail:
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Created Date: 2007-01-29 Completed Date: 2007-03-14 Revised Date: 2012-10-09 |
Medline Journal Info:
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Nlm Unique ID: 9612485 Medline TA: J Occup Health Psychol Country: United States |
Other Details:
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Languages: eng Pagination: 63-79 Citation Subset: IM |
Copyright Information:
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(c) 2007 APA, all rights reserved. |
Affiliation:
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Department of Psychology, Pennsylvania State University, University Park, PA, USA. aag6@psu.edu |
Export Citation:
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| MeSH Terms | |
Descriptor/Qualifier:
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Adaptation, Psychological* Adult Aggression / psychology Emotions* Employee Discipline Female Health Surveys Hierarchy, Social History, 18th Century Hostility* Humans Interpersonal Relations* Job Satisfaction Male Middle Aged Organizational Culture* Stress, Psychological / complications* United States Verbal Behavior* Workload / psychology* |
| Grant Support | |
ID/Acronym/Agency:
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R01 AA012412/AA/NIAAA NIH HHS; R01 AA012412-01A1/AA/NIAAA NIH HHS; R01 AA012412-02/AA/NIAAA NIH HHS; R01 AA012412-03/AA/NIAAA NIH HHS; R01-AA12412/AA/NIAAA NIH HHS |
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