@article{ref1,
title="Customer-perpetrated work-related violence: prevalence and trends in Britain",
journal="Occupational medicine",
year="2016",
author="Edwards, J. A. and Buckley, P.",
volume="66",
number="7",
pages="522-527",
abstract="BACKGROUND: Incidents of work-related violence (WRV) have increased over the years. These can be damaging to both individual psychological well-being and organizational performance. AIMS: To examine the prevalence and causes of customer-perpetrated WRV in Britain over a 12 year period. Demographic, work and perpetrator's personality characteristics were examined as predictors of WRV. <br><br>METHODS: Data from the Crime Survey of England and Wales (CSEW) across 2001-13 were filtered specifically to explore responses from victims of customer-perpetrated crime within the working population. <br><br>RESULTS: On average, 22% of all violent crimes committed by customers occurred in the workplace. Further analysis showed that differences in gender, age as well as managerial/supervisory duties, working hours, employment status, organizational size and occupation were significantly related to incidents of WRV. Perpetrators' personality characteristics were also perceived as predictors of WRV. <br><br>CONCLUSIONS: This paper provides an alternative approach for reporting customer-perpetrated WRV. Violence at work is considered a widespread problem within the organizational studies literature, which can lead to a variety of stress-related symptoms in affected workers. Based on the current study's findings, a theoretical model is proposed to help combat customer-perpetrated WRV, and as a basis for future research.<br><br>© The Author 2016. Published by Oxford University Press on behalf of the Society of Occupational Medicine. All rights reserved. For Permissions, please email: journals.permissions@oup.com.<p /> <p>Language: en</p>",
language="en",
issn="0962-7480",
doi="10.1093/occmed/kqw038",
url="http://dx.doi.org/10.1093/occmed/kqw038"
}