Does customer aggression more strongly affect happy employees? The moderating role of positive affectivity and extraversion

Customer abusive behavior has been found to be a major source of stress for service workers. The main purpose of the present research was to investigate the moderating role of positive affectivity (PA) on the relationship between customer verbal aggression and organizational outcomes. Three studies, based on three separate samples of service employees (Study 1: N = 187; Study 2: N = 422, Study 3: N = 156) demonstrated that frequency of customer aggression was a strong predictor of job-induced tension, job-related attitudes and emotional dissonance even after controlling for negative affectivity. A primary finding of this research was that positive disposition of employees did not reduce the negative consequences of interactions with aggressive customers, but rather increased them. The research provides additional support for the notion that positive disposition can be associated with unfavorable organizational outcomes in certain situation. The results also point out that those who are more likely to be negatively affected by frequent interactions with aggressive customers, are the very service workers that organizations tend to value most. Implications for management and future research are discussed.     

“I killed her,but I never laid a finger on her” — A phenomenological difference between wife-killing and wife-battering

Based on in-depth interviews conducted in Israel with 18 violent men and 18 men convicted of murdering their female partners, the study examines the validity of the concept which holds that, in terms of motive and emotional dynamics, female partner homicide (“femicide”) is not discrete from other manifestations of violence against a female partner. Findings show that whereas non-lethal violence usually takes place spontaneously, and under diverse circumstances for the purpose of achieving control over the woman, the circumstances surrounding murder are far more distinctive; and in the majority of cases lethal violence is not a spontaneous, but rather a planned and premeditated act motivated by deep despair, which leads to the desire to obliterate another person, even at the price of self-destruction. We suggest that homicide of an intimate female partner is a discrete phenomenon, which differs from non-lethal violence against women in terms of the emotions that trigger it, the circumstances that lead up to it, and the state of mind that characterizes it.