New Publication: Mistreatment Matters: Risks of Unmitigated Employee Mistreatment from the Public

Employee mistreatment by the public deserves more attention as a health and safety concern. This new Commentary describes risks, factors influencing challenging interactions, and opportunities to fill gaps in research. Front-line workers are at greater risk of mistreatment due to pervasive attitudes about control and service expectations (“the customer is always right”) and layers of social norms that may influence interactions.

Both employees and organizations are impacted by bad behaviour from the public through the potential for psychological injury and poor business outcomes. If left unaddressed, a baseline of uncivil behaviour will worsen and worker well-being will remain at risk.

Read the full article to learn more.