{"id":1402,"date":"2021-12-31T14:30:11","date_gmt":"2021-12-31T19:30:11","guid":{"rendered":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/?page_id=1402"},"modified":"2022-01-10T16:41:41","modified_gmt":"2022-01-10T21:41:41","slug":"aggression-resources-for-researchers","status":"publish","type":"page","link":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-researchers\/","title":{"rendered":"Customer Aggression Resources for Researchers"},"content":{"rendered":"<p><img loading=\"lazy\" decoding=\"async\" class=\"size-medium wp-image-1405 aligncenter\" src=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-300x200.jpg\" alt=\"\" width=\"300\" height=\"200\" srcset=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-300x200.jpg 300w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-1024x683.jpg 1024w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-768x512.jpg 768w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-1536x1024.jpg 1536w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-2048x1365.jpg 2048w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-750x500.jpg 750w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-scaled.jpg 1920w\" sizes=\"auto, (max-width: 300px) 100vw, 300px\" \/><\/p>\n<h4><\/h4>\n<h4 style=\"text-align: center\"><span style=\"font-weight: 400\">Customer aggression has been a threat to hospitality employee safety and well-being long before COVID-19, but cases of aggression have been on the rise lately. Hospitality employees often find themselves explaining staffing shortages, product or service delays, and COVID-19 policies, and therefore bear the brunt of verbal and\/or physical responses from some customers. The Targeted Research Training program is pleased to introduce a collection of resources on the topic of customer aggression.\u00a0<\/span><\/h4>\n<p>&nbsp;<\/p>\n<div style=\"padding: 20px;background-color: #d3f8d3;border-radius: 10px;border: thick solid #389438\">\n<h3>En espa\u00f1ol:<\/h3>\n<p>\u00bfHabla usted espa\u00f1ol? El Programa de Investigaci\u00f3n Dirigida (TRT, por sus siglas en ingl\u00e9s) se dedica a proveer recursos para ayudar a los empleados en la industria de hospitalidad a navegar este momento dif\u00edcil. A continuaci\u00f3n, encontrar\u00e1 enlaces a recursos que pueden ayudarlo a lidiar con la <span class=\"Y2IQFc\" lang=\"es\">agresi\u00f3n de los clients.<\/span> El Programa TRT no ofrece ninguna garant\u00eda sobre la disponibilidad o idoneidad de esta informaci\u00f3n para su situaci\u00f3n y cualquier acci\u00f3n que usted realice al consultar la informaci\u00f3n en este sitio web es estrictamente bajo su propio riesgo. La informaci\u00f3n contenida en estos sitios web no refleja necesariamente las opiniones del programa TRT ni de nuestra agencia de financiaci\u00f3n, el Centro de Educaci\u00f3n e Investigaci\u00f3n Sunshine, o el Instituto Nacional de Seguridad y Salud Ocupacional. Estamos dedicados a proveer recursos para empleados de hospitalidad que no hablan ingl\u00e9s. Para cualquier recurso que no est\u00e9 traducido en su fuente original, puede usar el navegador Google Chrome para traducir el material. <a href=\"https:\/\/drive.google.com\/file\/d\/1Uzy30sK97AY5TJ0iGmCZ5Z1Rg3ItDOdD\/view\" target=\"_blank\" rel=\"noopener noreferrer\">Haga clic aqu\u00ed<\/a> para un video en espa\u00f1ol que muestra c\u00f3mo usar el navegador Google Chrome para traducir material del ingl\u00e9s a otro idioma.<\/p>\n<\/div>\n<p>&nbsp;<\/p>\n<div style=\"padding: 20px;background-color: #cbefff;border-radius: 10px;border: thick solid #389CC8\">Click on the below buttons to expand each category for more information.<\/div>\n<p><button style=\"width: 100%;margin: 0px 0px 0px 0px\" data-toggle=\"collapse\" data-target=\"#furlough\">Getting Started: Customer Mistreatment Literature \u25bc<\/button><\/p>\n<div id=\"furlough\" class=\"collapse\">\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<table style=\"height: 1020px\" width=\"956\">\n<tbody>\n<tr style=\"background-color: #00000\">\n<th style=\"width: 40%\">Citation<\/th>\n<th style=\"width: 20%\">Article Type<\/th>\n<th style=\"width: 40%\">DOI\/Link<\/th>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Groth, M., Wu, Y., Nguyen, H., &amp; Johnson, A. (2019). The moment of truth: A review, synthesis, and research agenda for the customer service experience. <\/span><i><span style=\"font-weight: 400\">Annual Review of Organizational Psychology and Organizational Behavior<\/span><\/i><span style=\"font-weight: 400\">, <\/span><i><span style=\"font-weight: 400\">6<\/span><\/i><span style=\"font-weight: 400\">, 89-113.<\/span><\/td>\n<td>Reviews and Meta-Analyses<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1146\/annurev-orgpsych-012218-015056\">https:\/\/doi.org\/10.1146\/annurev-orgpsych-012218-015056<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Koopmann, J., Wang, M., Liu, Y. and Song, Y. (2015), &#8220;Customer Mistreatment: A Review of Conceptualizations and a Multilevel Theoretical Model&#8221;, Mistreatment in Organizations (Research in Occupational Stress and Well Being, Vol. 13), Emerald Group Publishing Limited, Bingley, pp. 33-79.<\/span><\/td>\n<td>Reviews and Meta-Analyses<\/td>\n<td>https:\/\/doi.org\/10.1108\/S1479-355520150000013002<\/td>\n<\/tr>\n<tr>\n<td>Min, H., &amp;\u00a0Shoss, M.\u00a0(2019). Workplace aggression and violence. In R. Griffin (Ed.),\u00a0<i>Oxford Bibliographies in Management.<\/i><\/td>\n<td>Reviews and Meta-Analyses<\/td>\n<td><a href=\"https:\/\/www.oxfordbibliographies.com\/view\/document\/obo-9780199846740\/obo-9780199846740-0184.xml\">Link to Publisher<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Sommovigo, V., Setti, I., Argentero, P., &amp; O\u2019Shea, D. (2017). The impact of customer incivility and verbal aggression on service providers: A systematic review. <\/span><i><span style=\"font-weight: 400\">Work (Reading, Mass.)<\/span><\/i><span style=\"font-weight: 400\">, 62(1), 59\u201386.<\/span><\/td>\n<td>Reviews and Meta-Analyses<\/td>\n<td><a href=\"https:\/\/content.iospress.com\/articles\/work\/wor182842\">Link to Publisher<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Yagil, D. (2008). When the customer is wrong: A review of research on aggression and sexual harassment in service encounters. <\/span><i><span style=\"font-weight: 400\">Aggression and Violent Behavior<\/span><\/i><span style=\"font-weight: 400\">, <\/span><i><span style=\"font-weight: 400\">13<\/span><\/i><span style=\"font-weight: 400\">(2), 141-152.<\/span><\/td>\n<td>Reviews and Meta-Analyses<\/td>\n<td>https:\/\/doi.org\/10.1016\/j.avb.2008.03.002<\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Yang, L. Q., Caughlin, D. E., Gazica, M. W., Truxillo, D. M., &amp; Spector, P. E. (2014). Workplace mistreatment climate and potential employee and organizational outcomes: A meta-analytic review from the target\u2019s perspective. <\/span><i><span style=\"font-weight: 400\">Journal of Occupational Health Psychology<\/span><\/i><span style=\"font-weight: 400\">, <\/span><i><span style=\"font-weight: 400\">19<\/span><\/i><span style=\"font-weight: 400\">(3), 315-335. <\/span><\/td>\n<td>Reviews and Meta-Analyses<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1037\/a0036905\">https:\/\/doi.org\/10.1037\/a0036905<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Karatepe, O. M., Yorganci, I., &amp; Haktanir, M. (2009). Outcomes of Customer Verbal Aggression among Hotel Employees. <\/span><i><span style=\"font-weight: 400\">International Journal of Contemporary Hospitality Management<\/span><\/i><span style=\"font-weight: 400\">, 21(6), 713\u2013733.<\/span><\/td>\n<td>Hospitality &amp; Tourism Research<\/td>\n<td><a href=\"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/09596110910975972\/full\/html?casa_token=3o7fJuvySqwAAAAA:_Q8jOY3vOe52ZN25vvXtQUwbmpxhT-SO03LXR8N0nzbtPcKo4mnk_avvnwXaHw_LhbZk83HzYVwgYcfkEkykAMtHyp-6CNiFu7TnCBtawDf119Aeggq7\">Link to Publisher<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Lee, L., Guchait, P., &amp; Madera, J. M. (2020). Negative affect, deep acting, and customer compensation as responses to customer mistreatment: The effect of customer-based perspective-taking. <\/span><i><span style=\"font-weight: 400\">International Journal of Hospitality Management<\/span><\/i><span style=\"font-weight: 400\">, <\/span><i><span style=\"font-weight: 400\">89<\/span><\/i><span style=\"font-weight: 400\">, 102532.<\/span><\/td>\n<td>Hospitality &amp; Tourism Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1016\/j.ijhm.2020.102532\">https:\/\/doi.org\/10.1016\/j.ijhm.2020.102532<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Simillidou, A., Christofi, M., Glyptis, L., Papatheodorou, A., &amp; Vrontis, D. (2020). Engaging in emotional labour when facing customer mistreatment in hospitality. <\/span><i><span style=\"font-weight: 400\">Journal of Hospitality and Tourism Management<\/span><\/i><span style=\"font-weight: 400\">, <\/span><i><span style=\"font-weight: 400\">45<\/span><\/i><span style=\"font-weight: 400\">, 429-443.<\/span><\/td>\n<td>Hospitality &amp; Tourism Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1016\/j.jhtm.2020.10.001\">https:\/\/doi.org\/10.1016\/j.jhtm.2020.10.001<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Torres, E. N., van Niekerk, M., &amp; Orlowski, M. (2017). Customer and employee incivility and its causal effects in the hospitality industry. <\/span><i><span style=\"font-weight: 400\">Journal of Hospitality Marketing &amp; Management<\/span><\/i><span style=\"font-weight: 400\">, <\/span><i><span style=\"font-weight: 400\">26<\/span><\/i><span style=\"font-weight: 400\">(1), 48-66.<\/span><\/td>\n<td>Hospitality &amp; Tourism Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1080\/19368623.2016.1178620\">https:\/\/doi.org\/10.1080\/19368623.2016.1178620<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Ugwu, F. O., Onyishi, E. I., Anozie, O. O., &amp; Ugwu, L. E. (2021). Customer incivility and employee work engagement in the hospitality industry: roles of supervisor positive gossip and workplace friendship prevalence. <\/span><i><span style=\"font-weight: 400\">Journal of Hospitality and Tourism Insights<\/span><\/i><span style=\"font-weight: 400\">.<\/span><\/td>\n<td>Hospitality &amp; Tourism Research<\/td>\n<td><a href=\"https:\/\/www.emerald.com\/insight\/content\/doi\/10.1108\/JHTI-06-2020-0113\/full\/html?casa_token=BBzhEJQBr4IAAAAA:K8iegRO0ZTONaO6kOPcBJlvXU9eGE72WMU1FgO_gcnTgPrlDmFD9Y9CuoV0FVPyAvk5th6Hy9dJZhcYVG5IH6fRQCt6HVhSgFES4ZJgBfq70YNM1Ir1t\">Link to Publisher<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Wang, Y., Wang, T., &amp; Gui, C. (2021). A meta-analysis of customer uncivil behaviors in hospitality research. <\/span><i><span style=\"font-weight: 400\">Journal of Hospitality Marketing &amp; Management<\/span><\/i><span style=\"font-weight: 400\">, 1-25. <\/span><\/td>\n<td>Hospitality &amp; Tourism Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1080\/19368623.2021.1973934\">https:\/\/doi.org\/10.1080\/19368623.2021.1973934<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Yang, F., Lu, M., &amp; Huang, X. (2020). Customer mistreatment and employee well-being: A daily diary study of recovery mechanisms for frontline restaurant employees in a hotel. <\/span><i><span style=\"font-weight: 400\">International Journal of Hospitality Management<\/span><\/i><span style=\"font-weight: 400\">, <\/span><i><span style=\"font-weight: 400\">91<\/span><\/i><span style=\"font-weight: 400\">, 102665<\/span><\/td>\n<td>Hospitality &amp; Tourism Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1016\/j.ijhm.2020.102665\">https:\/\/doi.org\/10.1016\/j.ijhm.2020.102665<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Diefendorff, J. M., Gabriel, A. S., Nolan, M. T., &amp; Yang, J. (2019). Emotion regulation in the context of customer mistreatment and felt affect: An event-based profile approach. <\/span><i><span style=\"font-weight: 400\">Journal of Applied Psychology, 104<\/span><\/i><span style=\"font-weight: 400\">(7), 965\u2013983.<\/span><\/td>\n<td>Services Sector Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1037\/apl0000389\">https:\/\/doi.org\/10.1037\/apl0000389<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Grandey, A. A., Dickter, D. N., &amp; Sin, H. P. (2004). The customer is not always right: Customer aggression and emotion regulation of service employees. <\/span><i><span style=\"font-weight: 400\">Journal of Organizational Behavior: The International Journal of Industrial, Occupational and Organizational Psychology and Behavior<\/span><\/i><span style=\"font-weight: 400\">, <\/span><i><span style=\"font-weight: 400\">25<\/span><\/i><span style=\"font-weight: 400\">(3), 397-418.<\/span><\/td>\n<td>Services Sector Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1002\/job.252\">https:\/\/doi.org\/10.1002\/job.252<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Hershcovis, M. S., &amp; Bhatnagar, N. (2017). When fellow customers behave badly: Witness reactions to employee mistreatment by customers. <\/span><i><span style=\"font-weight: 400\">Journal of Applied Psychology, 102<\/span><\/i><span style=\"font-weight: 400\">(11), 1528\u20131544.<\/span><\/td>\n<td>Services Sector Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1037\/apl0000249\">https:\/\/doi.org\/10.1037\/apl0000249<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Jerger, C., &amp; Wirtz, J. (2017). Service employee responses to angry customer complaints: The roles of customer status and service climate. <\/span><i><span style=\"font-weight: 400\">Journal of Service Research<\/span><\/i><span style=\"font-weight: 400\">, 20(4), 362\u2013378.<\/span><\/td>\n<td>Services Sector Research<\/td>\n<td><a href=\"https:\/\/journals.sagepub.com\/doi\/abs\/10.1177\/1094670517728339\">Link to Publisher<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Rupp, D. E., &amp; Spencer, S. (2006). When customers lash out: The effects of customer interactional injustice on emotional labor and the mediating role of discrete emotions. <\/span><i><span style=\"font-weight: 400\">Journal of Applied Psychology, 91<\/span><\/i><span style=\"font-weight: 400\">(4), 971\u2013978.<\/span><\/td>\n<td>Services Sector Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1037\/0021-9010.91.4.971\">https:\/\/doi.org\/10.1037\/0021-9010.91.4.971<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Shao, R., &amp; Skarlicki, D. P. (2014). Service employees\u2019 reactions to mistreatment by customers: A comparison between North America and East Asia. <\/span><i><span style=\"font-weight: 400\">Personnel Psychology<\/span><\/i><span style=\"font-weight: 400\">, <\/span><i><span style=\"font-weight: 400\">67<\/span><\/i><span style=\"font-weight: 400\">(1), 23-59. <\/span><\/td>\n<td>Services Sector Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1111\/peps.12021\">https:\/\/doi.org\/10.1111\/peps.12021<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Skarlicki, D. P., van Jaarsveld, D. D., &amp; Walker, D. D. (2008). Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. <\/span><i><span style=\"font-weight: 400\">Journal of Applied Psychology, 93<\/span><\/i><span style=\"font-weight: 400\">(6), 1335\u20131347.<\/span><\/td>\n<td>Services Sector Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1037\/a0012704\">https:\/\/doi.org\/10.1037\/a0012704<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Wang, M., Liao, H., Zhan, Y., &amp; Shi, J. (2011). Daily customer mistreatment and employee sabotage against customers: Examining emotion and resource perspectives. <\/span><i><span style=\"font-weight: 400\">Academy of Management Journal<\/span><\/i><span style=\"font-weight: 400\">, <\/span><i><span style=\"font-weight: 400\">54<\/span><\/i><span style=\"font-weight: 400\">(2), 312-334.<\/span><\/td>\n<td>Services Sector Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.5465\/amj.2011.60263093\">https:\/\/doi.org\/10.5465\/amj.2011.60263093<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Wang, M., Liu, S., Liao, H., Gong, Y., Kammeyer-Mueller, J., &amp; Shi, J. (2013). Can\u2019t get it out of my mind: Employee rumination after customer mistreatment and negative mood in the next morning. <\/span><i><span style=\"font-weight: 400\">Journal of Applied Psychology, 98<\/span><\/i><span style=\"font-weight: 400\">(6), 989\u20131004.<\/span><\/td>\n<td>Services Sector Research<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1037\/a0033656\">https:\/\/doi.org\/10.1037\/a0033656<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Huang, Y. K., &amp; Kwok, L. (2021). Customer mistreatment and employee customer-focused voice: the bright and dark sides of felt trust. <\/span><i><span style=\"font-weight: 400\">International Journal of Contemporary Hospitality Management<\/span><\/i><span style=\"font-weight: 400\">, <\/span><i><span style=\"font-weight: 400\">33<\/span><\/i><span style=\"font-weight: 400\">(10), 3379<\/span><span style=\"font-weight: 400\">\u20133399<\/span><span style=\"font-weight: 400\">.<\/span><\/td>\n<td>Employee Empowerment, Voice, and Reporting<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1108\/IJCHM-12-2020-1497\">https:\/\/doi.org\/10.1108\/IJCHM-12-2020-1497<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Jolly, P. M., &amp; Lee, L. (2020). Silence is not Golden: Motivating Employee Voice through Inclusive Leadership. <\/span><i><span style=\"font-weight: 400\">Journal of Hospitality &amp; Tourism Research<\/span><\/i><span style=\"font-weight: 400\">, <\/span><i><span style=\"font-weight: 400\">45<\/span><\/i><span style=\"font-weight: 400\">(6), 1092<\/span><span style=\"font-weight: 400\">\u2013<\/span><span style=\"font-weight: 400\">1113. <\/span><\/td>\n<td>Employee Empowerment, Voice, and Reporting<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1177\/1096348020963699\">https:\/\/doi.org\/10.1177\/1096348020963699<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Liu, X., van Jaarsveld, D. D., &amp; Yanadori, Y. (2021). Customer aggression, employee voice and quit rates: Evidence from the frontline service workforce. <i>British Journal of Industrial Relations<\/i>.<\/span><\/td>\n<td>Employee Empowerment, Voice, and Reporting<\/td>\n<td><a href=\"https:\/\/doi.org\/10.1111\/bjir.12610\">https:\/\/doi.org\/10.1111\/bjir.12610<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Caillier, J. G. (2021). Factors That Impact the Reporting of Customer aggression and Agency decisions to Correct Customer Aggression. <\/span><i><span style=\"font-weight: 400\">Employee Responsibilities and Rights Journal<\/span><\/i><span style=\"font-weight: 400\">, 1-18.<\/span><\/td>\n<td>Employee Empowerment, Voice, and Reporting<\/td>\n<td><a href=\"https:\/\/link.springer.com\/article\/10.1007\/s10672-021-09388-w\">https:\/\/link.springer.com\/article\/10.1007\/s10672-021-09388-w<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Sommovigo, V., Setti, I., &amp; Argentero, P. (2019). The role of service providers\u2019 resilience in buffering the negative impact of customer incivility on service recovery performance. <\/span><i><span style=\"font-weight: 400\">Sustainability<\/span><\/i><span style=\"font-weight: 400\">, 11(1), 285<\/span><\/td>\n<td>Coping with Customer Mistreatment<\/td>\n<td><a href=\"https:\/\/www.mdpi.com\/2071-1050\/11\/1\/285\">Link to Publisher<\/a><\/td>\n<\/tr>\n<tr>\n<td><span style=\"font-weight: 400\">Leiter, M. P., Peck, E., &amp; Baccardax, A. (2017). Combating workplace aggression via organizational interventions. In Bowling, N. A., &amp; Sandy Hershcovis, M. (Eds.), <\/span><i><span style=\"font-weight: 400\">Research and Theory on Workplace Aggression<\/span><\/i><span style=\"font-weight: 400\"> (pp. 322\u2013349). New York, NY: Cambridge University Press.<\/span><\/td>\n<td>Coping with Customer Mistreatment<\/td>\n<td><a href=\"https:\/\/psycnet.apa.org\/record\/2017-50124-000\">Link to Publisher\u00a0<\/a><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p><button style=\"width: 100%;margin: 0px 0px 0px 0px\" data-toggle=\"collapse\" data-target=\"#money\">The Measurement of Mistreatment and Related Constructs \u25bc<\/button><\/p>\n<div id=\"money\" class=\"collapse\">\n<p>&nbsp;<\/p>\n<table>\n<tbody>\n<tr style=\"background-color: #00000\">\n<th style=\"width: 40%\">Measure<\/th>\n<th style=\"width: 20%\">Construct Type<\/th>\n<th style=\"width: 40%\">Source<\/th>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400\">Customer Interpersonal Injustice<\/span><\/i><span style=\"font-weight: 400\"> (Scarlicki et al., 2008)<\/span><\/td>\n<td>Customer Mistreatment<\/td>\n<td><a href=\"https:\/\/psycnet.apa.org\/record\/2008-16251-010\"><span style=\"font-weight: 400\">Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. &#8211; PsycNET (apa.org)<\/span><\/a><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400\">Customer Mistreatment<\/span><\/i><span style=\"font-weight: 400\"> (Wang et al., 2011)<\/span><\/td>\n<td>Customer Mistreatment<\/td>\n<td><a href=\"https:\/\/journals.aom.org\/doi\/abs\/10.5465\/amj.2011.60263093\"><span style=\"font-weight: 400\">Daily Customer Mistreatment and Employee Sabotage Against Customers: Examining Emotion and Resource Perspectives | Academy of Management Journal (aom.org)<\/span><\/a><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400\">Customer-related Social Stressors (CSS) <\/span><\/i><span style=\"font-weight: 400\">(Dormann &amp; Zapf, 2004)<\/span><\/td>\n<td>Customer Mistreatment<\/td>\n<td><a href=\"https:\/\/www.researchgate.net\/publication\/8938866_Customer-Related_Social_Stressors_and_Burnout\"><span style=\"font-weight: 400\">Customer-Related Social Stressors and Burnout (researchgate.net)<\/span><\/a><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400\">Customer Verbal Abuse<\/span><\/i><span style=\"font-weight: 400\"> (Grandey et al., 2007)<\/span><\/p>\n<p><span style=\"font-weight: 400\">* Items adapted from Spector &amp; Jex, 1998<\/span><\/td>\n<td>Customer Mistreatment<\/td>\n<td><a href=\"https:\/\/psycnet.apa.org\/doiLanding?doi=10.1037%2F1076-8998.12.1.63\"><span style=\"font-weight: 400\">Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. &#8211; PsycNET (apa.org)<\/span><\/a><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400\">Violence Prevention Climate Scale (VPCS)<\/span><\/i><span style=\"font-weight: 400\"> (Kessler et al., 2008)<\/span><\/td>\n<td>Organizational Climate<\/td>\n<td><a href=\"https:\/\/paulspector.com\/assessments\/pauls-no-cost-assessments\/violence-prevention-climate-scale-vpcs\/\"><span style=\"font-weight: 400\">Violence Prevention Climate Scale VPCS &#8211; Paul Spector<\/span><\/a><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400\">Customer Service Climate Scale <\/span><\/i><span style=\"font-weight: 400\">(Dietz et al., 2004)<\/span><\/td>\n<td>Organizational Climate<\/td>\n<td><a href=\"https:\/\/www.researchgate.net\/publication\/260282258_Service_Climate_Effects_on_Customer_Attitudes_An_Examination_of_Boundary_Conditions\"><span style=\"font-weight: 400\">Service Climate Effects on Customer Attitudes: An Examination of Boundary Conditions (researchgate.net)<\/span><\/a><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400\">Employee Voice<\/span><\/i><span style=\"font-weight: 400\"> (Van Dyne &amp; LePine, 1998)<\/span><\/td>\n<td>Organizational Climate<\/td>\n<td><a href=\"https:\/\/journals.aom.org\/doi\/abs\/10.5465\/256902\"><span style=\"font-weight: 400\">Helping and Voice Extra-Role Behaviors: Evidence of Construct and Predictive Validity | Academy of Management Journal (aom.org)<\/span><\/a><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400\">NIOSH Worker Well-being Questionnaire <\/span><\/i><span style=\"font-weight: 400\">(NIOSH, 2021)<\/span><\/td>\n<td>Employee Health &amp; Well-Being<\/td>\n<td><a href=\"https:\/\/www.cdc.gov\/niosh\/docs\/2021-110\/\"><span style=\"font-weight: 400\">NIOSH Worker Well-Being Questionnaire | NIOSH | CDC<\/span><\/a><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400\">CDC Health-Related Quality of Life (HRQOL)<\/span><\/i><\/td>\n<td>Employee Health &amp; Well-Being<\/td>\n<td><a href=\"https:\/\/www.cdc.gov\/hrqol\/wellbeing.htm\"><span style=\"font-weight: 400\">Well-Being Concepts | HRQOL | CDC<\/span><\/a><\/td>\n<\/tr>\n<tr>\n<td><i><span style=\"font-weight: 400\">Signs of Struggle (SOS) Scale<\/span><\/i><span style=\"font-weight: 400\"> (Dimoff &amp; Kelloway, 2019)<\/span><\/td>\n<td>Employee Health &amp; Well-Being<\/td>\n<td><a href=\"https:\/\/www.tandfonline.com\/doi\/full\/10.1080\/02678373.2018.1503359?casa_token=i9qmWnDhgn8AAAAA%3AXxbh-OXOAcWRylqamkvzo1bOLPfUftxTgPJo0dCQuY_vvCnQEvBoo3SFqgiLQ1-jrh0v2MYxv87A\"><span style=\"font-weight: 400\">Signs of struggle (SOS): The development and validation of a behavioural mental health checklist for the workplace (tandfonline.com)<\/span><\/a><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p><button style=\"width: 100%;margin: 0px 0px 0px 0px\" data-toggle=\"collapse\" data-target=\"#family\">Advocacy &amp; Public Policy \u25bc<\/button><\/p>\n<div id=\"family\" class=\"collapse\">\n<p>&nbsp;<\/p>\n<table>\n<tbody>\n<tr style=\"background-color: #00000\">\n<th style=\"width: 40%\">Title<\/th>\n<th style=\"width: 20%\">Source<\/th>\n<th style=\"width: 40%\">Summary<\/th>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.ilo.org\/global\/about-the-ilo\/newsroom\/news\/WCMS_711891\/lang--en\/index.htm\"><span style=\"font-weight: 400\">International Labor Convention on Violence and Harassment: Five Key Questions<\/span><\/a><\/td>\n<td>International Labor Organization (ILO)<\/td>\n<td><span style=\"font-weight: 400\">A Q&amp;A regarding the ILO convention on violence and harassment. This is an international convention focused on addressing the global prevalence of violence and harassment.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/www.ilo.org\/actrav\/pubs\/WCMS_546645\/lang--en\/index.htm\"><span style=\"font-weight: 400\">Violence and Harassment against Women and Men in the World of Work-Trade Union Perspective and Action<\/span><\/a><\/td>\n<td><span style=\"font-weight: 400\">International Labor Organization (ILO)<\/span><\/td>\n<td><span style=\"font-weight: 400\">This report focuses on how strategies such as collective agreements, workplace policies and negotiations, and awareness training can be used to reduce violence and abuse in the workplace. It is intended as a way to inform trade unions of policies and practices that reduce the effects of violence and harassment on workers. <\/span><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<\/div>\n<p>&nbsp;<\/p>\n<p><button style=\"width: 100%;margin: 0px 0px 0px 0px\" data-toggle=\"collapse\" data-target=\"#money\">Further Reading &amp; Training \u25bc<\/button><\/p>\n<div id=\"family\" class=\"collapse\">\n<p>&nbsp;<\/p>\n<table>\n<tbody>\n<tr style=\"background-color: #00000\">\n<th style=\"width: 40%\">Title<\/th>\n<th style=\"width: 20%\">Source<\/th>\n<th style=\"width: 40%\">Summary<\/th>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/workplacebullying.org\/2021-wbi-survey\/\"><span style=\"font-weight: 400\">Workplace Bullying Survey<\/span><\/a><\/td>\n<td>Workplace Bullying Institute<\/td>\n<td><span style=\"font-weight: 400\">The \u201cWBI U.S. Workplace Bullying Survey\u201d is a national representative study focused on issues related to bullying, including its prevalence, the characteristics of perpetrators\/targets, and employer responses to bullying. Data is available from 2007, 2010, 2014, 2017, and 2021.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/workplacebullying.org\/university\/\"><span style=\"font-weight: 400\">Training for Professionals<\/span><\/a><\/td>\n<td>Workplace Bullying Institute<\/td>\n<td><span style=\"font-weight: 400\">A research-based training program designed for a variety of professionals, including academic professors, human resource professionals, and union activists, focused on teaching deliverable solutions to workplace bullying. This includes strategies for employer solutions to bullying and recommendations for developing anti-bullying initiatives in organizations. While it focuses on employee-on-employee bullying, many of the resources may be useful for preventing and responding to guest mistreatment.<\/span><\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/newworkplace.wordpress.com\/2021\/11\/07\/why-workplace-bullying-university\/\">Why Workplace Bullying University?<\/a><\/td>\n<td>Minding the Workplace (The New Workplace Institute Blog)<\/td>\n<td>This blog post by Dr. David Yamada covers an upcoming &#8220;immersive and interactive graduate-level program on the dynamics of workplace bullying.&#8221;<\/td>\n<\/tr>\n<tr>\n<td><a href=\"https:\/\/newworkplace.wordpress.com\/2018\/05\/31\/workplace-bullying-and-mobbing-recommended-book-list\/\"><span style=\"font-weight: 400\">Workplace Bullying and Mobbing Recommended Book List<\/span><\/a><\/td>\n<td>Minding the Workplace (The New Workplace Institute Blog)<\/td>\n<td><span style=\"font-weight: 400\">A reading list of books and book chapters (recommended by Dr. David Yamada) related to workplace bullying and mobbing. <\/span><\/td>\n<\/tr>\n<tr>\n<td><\/td>\n<td><\/td>\n<td><\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<hr style=\"border: 0px solid black\" \/>\n<div id=\"polls-3\" class=\"wp-polls\">\n\t<form id=\"polls_form_3\" class=\"wp-polls-form\" action=\"\/index.php\" method=\"post\">\n\t\t<p style=\"display: none;\"><input type=\"hidden\" id=\"poll_3_nonce\" name=\"wp-polls-nonce\" value=\"4c994861bf\" \/><\/p>\n\t\t<p style=\"display: none;\"><input type=\"hidden\" name=\"poll_id\" value=\"3\" \/><\/p>\n\t\t<p style=\"text-align: center\"><strong>How useful did you find the information for front-line employees?<\/strong><\/p><div id=\"polls-3-ans\" class=\"wp-polls-ans\"><ul class=\"wp-polls-ul\">\n\t\t<li><input type=\"radio\" id=\"poll-answer-10\" name=\"poll_3\" value=\"10\" \/> <label for=\"poll-answer-10\">Extremely useful<\/label><\/li>\n\t\t<li><input type=\"radio\" id=\"poll-answer-11\" name=\"poll_3\" value=\"11\" \/> <label for=\"poll-answer-11\">Very useful<\/label><\/li>\n\t\t<li><input type=\"radio\" id=\"poll-answer-12\" name=\"poll_3\" value=\"12\" \/> <label for=\"poll-answer-12\">Moderately useful<\/label><\/li>\n\t\t<li><input type=\"radio\" id=\"poll-answer-13\" name=\"poll_3\" value=\"13\" \/> <label for=\"poll-answer-13\">Slightly useful<\/label><\/li>\n\t\t<li><input type=\"radio\" id=\"poll-answer-14\" name=\"poll_3\" value=\"14\" \/> <label for=\"poll-answer-14\">Not at all useful<\/label><\/li>\n\t\t<\/ul><p style=\"text-align: center\"><input type=\"button\" name=\"vote\" value=\"   Vote   \" class=\"Buttons\" onclick=\"poll_vote(3);\" \/><\/p><p style=\"text-align: center\"><a href=\"#ViewPollResults\" onclick=\"poll_result(3); return false;\" title=\"\"><\/a><\/p><\/div>\n\t<\/form>\n<\/div>\n<div id=\"polls-3-loading\" class=\"wp-polls-loading\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/plugins\/wp-polls\/images\/loading.gif\" width=\"16\" height=\"16\" alt=\"Loading ...\" title=\"Loading ...\" class=\"wp-polls-image\" \/>&nbsp;Loading ...<\/div>\n\n<p><img loading=\"lazy\" decoding=\"async\" class=\"aligncenter wp-image-708 \" src=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2020\/04\/ERC-logo.jpg\" alt=\"\" width=\"575\" height=\"163\" srcset=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2020\/04\/ERC-logo.jpg 1232w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2020\/04\/ERC-logo-300x85.jpg 300w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2020\/04\/ERC-logo-1024x290.jpg 1024w, https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2020\/04\/ERC-logo-768x218.jpg 768w\" sizes=\"auto, (max-width: 575px) 100vw, 575px\" \/><\/p>\n<p>For more questions about the Sunshine Education and Research Center and the Targeted Research Training Program, please contact <a href=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/the-trt-team\/\">Dr. Mindy Shoss<\/a> at <a href=\"mailto:targetedresearch@ucf.edu\">targetedresearch@ucf.edu<\/a>.<\/p>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customer aggression has been a threat to hospitality employee safety and well-being long before COVID-19, but cases of aggression have been on the rise lately. Hospitality employees often find themselves explaining staffing shortages, product or service delays, and COVID-19 policies, and therefore bear the brunt of verbal and\/or physical responses from some customers. The Targeted <a href=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-researchers\/\" rel=\"nofollow\"><span class=\"sr-only\">Read more about Customer Aggression Resources for Researchers<\/span>[&hellip;]<\/a><\/p>\n","protected":false},"author":67,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":"","_links_to":"","_links_to_target":""},"class_list":["post-1402","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Customer Aggression Resources for Researchers - Sunshine ERC Targeted Research Training Program<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-researchers\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Customer Aggression Resources for Researchers - Sunshine ERC Targeted Research Training Program\" \/>\n<meta property=\"og:description\" content=\"Customer aggression has been a threat to hospitality employee safety and well-being long before COVID-19, but cases of aggression have been on the rise lately. Hospitality employees often find themselves explaining staffing shortages, product or service delays, and COVID-19 policies, and therefore bear the brunt of verbal and\/or physical responses from some customers. The Targeted Read more about Customer Aggression Resources for Researchers[&hellip;]\" \/>\n<meta property=\"og:url\" content=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-researchers\/\" \/>\n<meta property=\"og:site_name\" content=\"Sunshine ERC Targeted Research Training Program\" \/>\n<meta property=\"article:modified_time\" content=\"2022-01-10T21:41:41+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-300x200.jpg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"9 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/aggression-resources-for-researchers\\\/\",\"url\":\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/aggression-resources-for-researchers\\\/\",\"name\":\"Customer Aggression Resources for Researchers - Sunshine ERC Targeted Research Training Program\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/aggression-resources-for-researchers\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/aggression-resources-for-researchers\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/wp-content\\\/uploads\\\/sites\\\/37\\\/2021\\\/12\\\/Workplace-Violence-Pic-resized-300x200.jpg\",\"datePublished\":\"2021-12-31T19:30:11+00:00\",\"dateModified\":\"2022-01-10T21:41:41+00:00\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/aggression-resources-for-researchers\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/aggression-resources-for-researchers\\\/#primaryimage\",\"url\":\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/wp-content\\\/uploads\\\/sites\\\/37\\\/2021\\\/12\\\/Workplace-Violence-Pic-resized-300x200.jpg\",\"contentUrl\":\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/wp-content\\\/uploads\\\/sites\\\/37\\\/2021\\\/12\\\/Workplace-Violence-Pic-resized-300x200.jpg\"},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/#website\",\"url\":\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/\",\"name\":\"Sunshine ERC Targeted Research Training Program\",\"description\":\"UCF Department of Psychology\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/sciences.ucf.edu\\\/psychology\\\/sunshine\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Customer Aggression Resources for Researchers - Sunshine ERC Targeted Research Training Program","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-researchers\/","og_locale":"en_US","og_type":"article","og_title":"Customer Aggression Resources for Researchers - Sunshine ERC Targeted Research Training Program","og_description":"Customer aggression has been a threat to hospitality employee safety and well-being long before COVID-19, but cases of aggression have been on the rise lately. Hospitality employees often find themselves explaining staffing shortages, product or service delays, and COVID-19 policies, and therefore bear the brunt of verbal and\/or physical responses from some customers. The Targeted Read more about Customer Aggression Resources for Researchers[&hellip;]","og_url":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-researchers\/","og_site_name":"Sunshine ERC Targeted Research Training Program","article_modified_time":"2022-01-10T21:41:41+00:00","og_image":[{"url":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-300x200.jpg","type":"","width":"","height":""}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"9 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-researchers\/","url":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-researchers\/","name":"Customer Aggression Resources for Researchers - Sunshine ERC Targeted Research Training Program","isPartOf":{"@id":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/#website"},"primaryImageOfPage":{"@id":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-researchers\/#primaryimage"},"image":{"@id":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-researchers\/#primaryimage"},"thumbnailUrl":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-300x200.jpg","datePublished":"2021-12-31T19:30:11+00:00","dateModified":"2022-01-10T21:41:41+00:00","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-researchers\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/aggression-resources-for-researchers\/#primaryimage","url":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-300x200.jpg","contentUrl":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-content\/uploads\/sites\/37\/2021\/12\/Workplace-Violence-Pic-resized-300x200.jpg"},{"@type":"WebSite","@id":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/#website","url":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/","name":"Sunshine ERC Targeted Research Training Program","description":"UCF Department of Psychology","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"}]}},"_links":{"self":[{"href":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-json\/wp\/v2\/pages\/1402","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-json\/wp\/v2\/users\/67"}],"replies":[{"embeddable":true,"href":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-json\/wp\/v2\/comments?post=1402"}],"version-history":[{"count":8,"href":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-json\/wp\/v2\/pages\/1402\/revisions"}],"predecessor-version":[{"id":1422,"href":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-json\/wp\/v2\/pages\/1402\/revisions\/1422"}],"wp:attachment":[{"href":"https:\/\/sciences.ucf.edu\/psychology\/sunshine\/wp-json\/wp\/v2\/media?parent=1402"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}