Customer-perpetrated work-related violence: prevalence and trends in Britain.
Occup Med (Lond)
; 66(7): 522-7, 2016 Oct.
Article
in En
| MEDLINE
| ID: mdl-27209323
ABSTRACT
BACKGROUND:
Incidents of work-related violence (WRV) have increased over the years. These can be damaging to both individual psychological well-being and organizational performance.AIMS:
To examine the prevalence and causes of customer-perpetrated WRV in Britain over a 12 year period. Demographic, work and perpetrator's personality characteristics were examined as predictors of WRV.METHODS:
Data from the Crime Survey of England and Wales (CSEW) across 2001-13 were filtered specifically to explore responses from victims of customer-perpetrated crime within the working population.RESULTS:
On average, 22% of all violent crimes committed by customers occurred in the workplace. Further analysis showed that differences in gender, age as well as managerial/supervisory duties, working hours, employment status, organizational size and occupation were significantly related to incidents of WRV. Perpetrators' personality characteristics were also perceived as predictors of WRV.CONCLUSIONS:
This paper provides an alternative approach for reporting customer-perpetrated WRV. Violence at work is considered a widespread problem within the organizational studies literature, which can lead to a variety of stress-related symptoms in affected workers. Based on the current study's findings, a theoretical model is proposed to help combat customer-perpetrated WRV, and as a basis for future research.Key words
Full text:
1
Collection:
01-internacional
Database:
MEDLINE
Main subject:
Violence
/
Prevalence
/
Workplace
Type of study:
Observational_studies
/
Prevalence_studies
/
Prognostic_studies
/
Risk_factors_studies
Aspects:
Determinantes_sociais_saude
Limits:
Adult
/
Female
/
Humans
/
Male
/
Middle aged
Country/Region as subject:
Europa
Language:
En
Journal:
Occup Med (Lond)
Journal subject:
MEDICINA OCUPACIONAL
Year:
2016
Document type:
Article