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Frontline service employees are often subjected to customer mistreatment and considerable studies have tested outcomes of customer mistreatment. However, the importance of its antecedents is particularly underestimated. This meta-analytic paper aims to develop an overarching framework that identifies the antecedents of customer mistreatment as well as potential boundary conditions to account for observed variations reported in extant studies.

Comprehensive electronic and manual searches were performed to retrieve relevant studies on customer mistreatment, which yielded 125 articles, including 141 independent samples. Altogether, these studies included 40,151 participants. The data were analyzed through random-effect meta-analytic methods in R using the psychmeta package.

Three types of antecedents were identified. In particular, regarding employees’ demographic characteristics, age was found to be negatively correlated with customer mistreatment. Employees’ personality traits such as agreeableness, conscientiousness, positive affectivity, emotion regulation ability and self-efficacy were found to be negatively correlated with customer mistreatment, while neuroticism and negative affectivity were positively correlated with customer mistreatment. In terms of contextual factors, perceived social support and service climate were negatively related to customer mistreatment, whereas job demands were positively related to customer mistreatment. Moreover, the power distance culture and types of service industries moderated some relationships.

This meta-analytic research, drawing upon the perpetrator predation framework, proposed a new and comprehensive framework to explain why customer mistreatment occurs. It not only promoted the advancement of literature on customer mistreatment but also provided effective and targeted guidance for helping frontline service employees reduce such negative experience.

The purpose of this study is to explore the relationship between employee age and intimidation in the workplace. Dysfunctional employee behaviors such as harassment and aggression are harmful to the organizational work environment. Such destructive behaviors have long been viewed as negatively impacting organizational success. Additionally, the age dynamics in organizations are rapidly changing as the “graying of America” progresses, older workers remain in the workforce and younger workers delay employment.

The study utilizes data from the Federal Bureau of Investigation's National Incident-Based Reporting System (NIBRS), which is a national database containing information on crime in the US.NIBRS was used to measure the occurrence of workplace violence overall, and workplace intimidation specifically, in the restaurant industry, as well as the ages of both victims and perpetrators of work-related violence.

Results revealed that younger workers are more likely to perpetrate workplace intimidation than their senior counterparts. As victim age increases, employees are more likely to report intimidation than more serious crimes.

Workplace intimidation prevention programs do not typically include age as a factor. This study may be helpful to managers and HR managers charged with developing workplace training programs.

The results of this study contribute to the shared understanding of dysfunctional workplace dynamics. As the workforce collectively ages, organizations should acknowledge the potential impact age may have on violence in the workplace.

Using employee voice to advocate for customers' requirements, improves hospitality service. Organizations must understand what motivates or deters employee customer-oriented voice behaviour (COVB) to achieve its goals and enhance performance. This research investigates the predictors and outcomes of COVB of front-line employees (FLEs) in the hotel industry.

The study used the Preferred Reporting Items for Systematic Reviews and Meta-Analyses (PRISMA) guidelines to steer the article search, screening, and inclusion. The research identified the extant studies conducted in both, high/low power distance countries that met the search criteria using the databases of SCOPUS, Web of Science, EBSCOHost and through snowballing of references.

The content analysis of 55 selected studies identified four themes that explain FLEs’ COVB in the hospitality industry. These four themes include customer-related, employee-related, organizational and leadership factors. Moreover, it was found that theoretical frameworks of the most of published studies are dominated by social exchange and conservation resource theories.

This study suggests hospitality firms to develop management strategies to foster FLEs COVB especially long-term personality trainings for FLEs is suggested for innovative and novel ideas.

This is the first study, as per our knowledge, on the hospitality industry that has been conducted to analyse and synthesize the literature related to FLEs’ COVB.

Stalking is considered a public health priority with a range of adverse outcomes. This paper aims to explore existing literature on children and adolescents as perpetrators of stalking, with a focus on rates of stalking and victim and perpetrator characteristics associated with stalking.

A review of research where stalking was engaged in by those 18 years old and younger was conducted, where 17 manuscripts met criteria for review.

This review found a prevalence of young people engaging in stalking of between 5.3% and 36%. Considerations including demographics, typologies, prior relationship characteristics, stalking and pursuit tactics, cyberstalking and a brief consideration of the impact are given.

Literature considering perpetration remains thin, and future research should seek to move towards a widely acceptable definition of stalking, as well as considering effective interventions for early intervention, and to consider the role of mental health services in supporting perpetrators and victims, who may not always be mutually exclusive groups.

This paper extends previous literature reviews; the authors understand this to be original work that contributes to a gap in the literature.

Purpose – This chapter examines the relationship between intersections of race and gender for vulnerability for human trafficking and criminalization of exploitation in the United States that is rooted in the broader socio-historical contexts dating to colonization and chattel enslavement.

Methodology/approach – This chapter utilizes intersectional criminology and historical intersectional criminology as epistemological frameworks to contextualize the construction of race and gender that began with colonization of indigenous populations to chattel enslavement of Africans and their descendants. Overall, this chapter’s approach is a call for contextualization within the study of human trafficking and an intersectional approach to understanding the structures that enable trafficking and the ramifications it has for victims.

Findings – Through an application of intersectional criminology, the findings herein demonstrate how racial ideologies and legacies within the United States contributed to the vulnerabilities of race and gender for sex trafficking predation as well as criminalization for Black and Native American girls and women. The gendered analysis of men and women who chose to become sex traffickers reveal different gendered pathways into trafficking offending and addresses the significance of these pathways for trafficking victims and potential future traffickers. These analyses demonstrate that intersectional criminology problematizes current research on human trafficking and future directions research should incorporate.

Originality/value – Current criminological research has a scarcity of intersectional criminological applications and fewer that offer a critical analysis of structural inequalities, histories of colonization and chattel enslavement, and interrogation of identities in both vulnerabilities for trafficking victims, how they may interact with agents from the criminal justice system, and the impacts of intersecting identities for traffickers and their offending. If criminology scholars aim to use their research in anti-trafficking efforts and policy recommendations, these analyses are vital both for addressing victimization and offending pathways for exploitation victims and their exploiters.

The Bureau of Economics in the Federal Trade Commission has a three-part role in the Agency and the strength of its functions changed over time depending on the preferences and ideology of the FTC’s leaders, developments in the field of economics, and the tenor of the times. The over-riding current role is to provide well considered, unbiased economic advice regarding antitrust and consumer protection law enforcement cases to the legal staff and the Commission. The second role, which long ago was primary, is to provide reports on investigations of various industries to the public and public officials. This role was more recently called research or “policy R&D”. A third role is to advocate for competition and markets both domestically and internationally. As a practical matter, the provision of economic advice to the FTC and to the legal staff has required that the economists wear “two hats,” helping the legal staff investigate cases and provide evidence to support law enforcement cases while also providing advice to the legal bureaus and to the Commission on which cases to pursue (thus providing “a second set of eyes” to evaluate cases). There is sometimes a tension in those functions because building a case is not the same as evaluating a case. Economists and the Bureau of Economics have provided such services to the FTC for over 100 years proving that a sub-organization can survive while playing roles that sometimes conflict. Such a life is not, however, always easy or fun.

Drawing on selective incivility theory (Cortina, 2008) and the literature on gender and leadership (e.g. Vial et al., 2016), the purpose of this paper is to investigate well-being outcomes of often neglected targets of incivility – those who manage or lead the work of others. The authors examined links between managers’ experiences of incivility from those to whom they report and five well-being outcomes, controlling for co-worker and subordinate incivility.

The authors used a cross-sectional correlational design to test the hypotheses, with a sample of 50 employees (28 females, 22 males) who supervise, manage or lead the work of others.

Male and female managers reported similar levels of incivility from subordinates and higher-ups; males reported greater incivility from co-workers. Significant interactions were also found: the relationship between incivility from those higher up and positive affect (high and low intensity) and perceived impact were significantly stronger for female (vs male) managers.

Women did not experience greater workplace incivility than men, albeit the two-week timeframe of measurement may be too short to capture differences. The authors did, however, find evidence that well-being implications of experienced incivility from those higher up are generally stronger for female leaders.

The study investigates multi-source incivility directed at those in leadership/managerial positions and contributes to a growing literature seeking to understand the experiences of women in these roles. Although women in management roles may experience similar levels of incivility as men, they may interpret the behavior in a more negative light, in line with the persistence of sexism in the workplace.