Violence on the frontline: a qualitative study of how service workers cope

Violence on the frontline: a qualitative study of how service workers cope

Drawing on extensive empirical evidence, taken from a regional Employment Service, this PhD explores in depth, how frontliners cope with the experience of customers' violence on the frontline. Analysis of empirical data led to the finding that frontliners cope in a number of ways which were bot...

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Bibliographic Details
Main Author: Vicky Bishop
Format: Default Thesis
Published: 2006
Subjects:
Other commerce, management, tourism and services not elsewhere classified
Frontline coping mechanisms
Customer violence
Customer aggression
Customer abuse
Service work
Emotional labour
Labour
Organisational violence
Public sector
Business and Management not elsewhere classified
Online Access:https://hdl.handle.net/2134/7780
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https://hdl.handle.net/2134/7780

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