“Killing them with kindness”? A study of service employees' responses to uncivil customers

Experiencing uncivil customers is a frequent reality for many people working in the service industry. Past research has established that dealing with uncivil customers can be distressing for employees and can sometimes lead them to engage in reciprocal, discourteous behavior. The purpose of our research is to delve deeper into the experience of customer incivility from the perspective of service employees in order to better understand the various ways in which they respond to customer incivility. We conducted 64 interviews with service employees across an array of occupations and developed a typology of responses to customer incivility. These responses fell into four categories based on the extent to which service employees' actions were intended to promote social harmony (and therefore could broadly be considered civil or uncivil), as well as their perceived agency in the situation. We describe how each response was associated with different interpersonal and intrapersonal consequences and explain the implications of our typology for management theory and practice.     

Do you only have yourself to blame? A meta-analytic test of the victim precipitation model

The current meta-analysis sought to evaluate the empirical evidence for the victim precipitation model, which has become an increasingly popular yet controversial theory in the organizational sciences. We did so by testing the prediction that some victim dispositional traits contribute to or provoke experiences of mistreatment. We additionally provided preliminary examinations of two distinct conceptual explanations underlying the empirical relationships between victim personality and mistreatment. Finally, we examined the support for the situational antecedents of experienced mistreatment to compare the relative evidence for each of these dominant theoretical explanations. Results for the tests of the victim precipitation model showed that only victim negative affectivity was consistently related to experienced mistreatment. Examinations of the explanations for the relationships between victim personality and victimization showed relatively weak support for the notion that certain employees are more likely to perceive mistreatment and for the proposition that certain employees are mistreated because they are also more likely to engage in mistreatment. Finally, the situational predictors of mistreatment were all supported, and a test of relative importance revealed that the situational antecedents accounted for more variance in mistreatment than the victim dispositional traits. Implications for the theoretical understanding of the origins of mistreatment are discussed.     

基于层次分析法的有毒作业场所职业危害程度分级指标研究

我国目前职业危害形势依然严峻,急、慢性职业中毒案例时有发生。对可能引起急、慢性职业中毒的有毒作业场所,按照其职业危害严重程度实施分级、分重点监管,成为我国职业危害监管工作需要解决的迫切需求。实施有毒作业场所分级监管的关键,是确定合理的分级指标,从而将有毒作业场所区分开。本文应用层次分析法,对有毒作业场所的各项评价指标进行分析,并最终确定毒物浓度超标倍数作为最终的分级指标,从而为制定有毒作业场所分级标准,开展有毒作业场所分级监管提供科学的依据。     

安全评价中作业场所灭火器配置评价的研究

灭火器具有轻便灵活,易于掌握操作的特点,是扑救初起火灾的重要消防器材,对应急状态下的消防灭火工作尤为重要。在建设项目安全预评价和验收评价中,往往受项目建设内容多,可行性研究报告或初步设计中对消防灭火器配置的设计详细程度有限等因素的影响,评价人员对建设项目作业场所灭火器配置情况是否符合相关规范、标准的要求,更多是通过检查该建设项目是否通过了当地公安消防部门的消防设计审核或消防验收来予以确认,往往很难具体确定作业场所灭火器材的配置包括规格、数量、设置位置是否满足该作业场所的要求。鉴于作业场所灭火器设置的重要性,就如何在建设项目安全评价中更好的对作业场所灭火器材的配备与设计进行评价,本文通过实例进行分析说明。旨在保证项目设计过程中对灭火器材配备的准确性,避免因灭火器配置规格、数量、位置的不当,造成火灾事故现场后果的严重化、扩大化,以减少火灾损失,保障人身和财产安全。