Document Detail

Verbal abuse from outsiders versus insiders: comparing frequency, impact on emotional exhaustion, and the role of emotional labor.
MedLine Citation:
PMID:  17257067     Owner:  NLM     Status:  MEDLINE    
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.
Alicia A Grandey; Julie H Kern; Michael R Frone
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Publication Detail:
Type:  Historical Article; Journal Article; Research Support, N.I.H., Extramural    
Journal Detail:
Title:  Journal of occupational health psychology     Volume:  12     ISSN:  1076-8998     ISO Abbreviation:  J Occup Health Psychol     Publication Date:  2007 Jan 
Date Detail:
Created Date:  2007-01-29     Completed Date:  2007-03-14     Revised Date:  2014-09-09    
Medline Journal Info:
Nlm Unique ID:  9612485     Medline TA:  J Occup Health Psychol     Country:  United States    
Other Details:
Languages:  eng     Pagination:  63-79     Citation Subset:  IM    
Copyright Information:
(c) 2007 APA, all rights reserved.
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MeSH Terms
Adaptation, Psychological*
Aggression / psychology
Employee Discipline
Health Surveys
Hierarchy, Social
History, 18th Century
Interpersonal Relations*
Job Satisfaction
Middle Aged
Organizational Culture*
Stress, Psychological / complications*
United States
Verbal Behavior*
Workload / psychology*
Grant Support
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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