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Unethically behaving customers deviating from morally acceptable norms have posed an additional challenge to retailers, frontline employees (FLEs) and other customers in recent crisis-dominant environments. While research concerning customer behaviour ethicality focusses on purchasing modes and consumption behaviour, unethicality in all its facets receives limited attention, leaving dimensions of unethical customer behaviour (UCB) and effective managerial strategies unexplored. The purpose of this paper is to describe dimensions of UCB, investigate its causes, explore its consequences for customers and FLEs and infer practical implications for retail management by collecting customers' and FLEs' views in collaboration of each other.

Due to the explorative nature of this research, qualitative semi-structured interviews with 45 customers and 51 FLEs were conducted, following a content analytical approach and the establishment of inter-rater reliability coefficients.

The findings reveal multiple UCB dimensions operating on situational and individual behavioural levels, targeting mainly employees, followed by customers. The reasons for UCB arising correspond to customers' attitudes, social influences and egoistic motives. UCB imposes risks of financial losses for retailers, due to the wasting of resources as a consequence of employees' stress and emotional exhaustion, demanding managerial boundary-spanning activities. Further, it negatively impacts customers' shopping behaviours, provoking online shopping and shopping avoidance.

The study fills the research gap regarding perceived unethicality of customer behaviour by describing and explaining differing forms of UCB, considering customers' and FLEs' views in retail stores. It develops a UCB framework, identifies UCB dimensions beyond current academic research and derives specific practical implications to make the phenomenon manageable for retailers. The originality of this paper lies in the synthesis of the three UCB dimensions, consisting of antecedents, forms of UCB and consequences for customers and FLEs.

Violence against health-care workers represents a public health issue that affects individuals, organizations and may have legal consequences. In Italy, workplace violence (WPV) constitutes a “sentinel event”, defined as a particularly serious, potentially avoidable adverse event, which may result in death or serious harm to health-care workers, and which leads to a loss of public confidence in the health-care system. In 2007, the Italian Ministry of Health issued Recommendation No. 8, “Preventing acts of violence against health workers”, inviting each Italian Hospital to develop procedures and guidelines for dealing with and preventing acts of aggression. This study aimed at investigating the appropriateness of the procedures and guidelines developed by the Italian hospitals.

Procedures on preventing violence against health-care workers published by 29 Italian Hospitals between 2007 and 2020 were collected retrospectively via Web searches and further evaluated according to their compliance with the 2007 Italian ministerial recommendations.

A total of 9 documents out of 29 were fully compliant with the 2007 Ministerial Recommendation, 18 were partially compliant, while 2 were totally non-compliant. A total of 24 documents explicitly addressed the management of verbal and physical aggression, whereas 20 set appropriate training on de-escalation techniques for nurses and medical staff. Psychological support was fully considered in 11 procedures, partially considered in 14, while not included at all in 4.

Public procedures on preventing violence against health-care workers in Italian hospitals are scarcely compliant with the Ministerial Recommendations. The absence of specific instructions to address the needs at territorial level and the lack of support provided to health-care workers is a weak point in the effective management of WPV.

The association between social media and jealousy is an aspect of the dark side of social media that has garnered significant attention in the past decade. However, the understanding of this association is fragmented and needs to be assimilated to provide scholars with an overview of the current boundaries of knowledge in this area. This systematic literature review (SLR) aims to fulfill this need.

The authors undertake an SLR to assimilate the current knowledge regarding the association between social media and jealousy, and they examine the phenomenon of social media-induced jealousy (SoMJ). Forty-five empirical studies are curated and analyzed using stringent protocols to elucidate the existing research profile and thematic research areas.

The research themes emerging from the SLR are (1) the need for a theoretical and methodological grounding of the concept, (2) the sociodemographic differences in SoMJ experiences, (3) the antecedents of SoMJ (individual, partner, rival and platform affordances) and (4) the positive and negative consequences of SoMJ. Conceptual and methodological improvements are needed to undertake a temporal and cross-cultural investigation of factors that may affect SoMJ and acceptable thresholds for social media behavior across different user cohorts. This study also identifies the need to expand current research boundaries by developing new methodologies and focusing on under-investigated variables.

The study may assist in the development of practical measures to raise awareness about the adverse consequences of SoMJ, such as intimate partner violence and cyberstalking.

Violence is elevated in older adolescents and adults with schizophrenia; however, little is known about younger children. This report focuses on rates of violence in younger children with schizophrenic-spectrum illnesses. A retrospective review of structured diagnostic interviews from a case series of 81 children, ages 4-15 years of age, with childhood onset of schizophrenic-spectrum illness is reported. Seventy-two percent of children had a history of violent behavior, including 25 children (31%) with a history of severe violence. Of those with a history of violence, 60% had a least one episode of violence that did not appear to be in response to an external stimulus (internally driven violence). There was no significant impact of age or gender. For many children, these internally driven violent episodes were rare and unpredictable, but severe. Similar to what is found in adolescents and adults, violence is common in children with schizophrenic-spectrum illnesses. General violence prevention strategies combined with early identification and treatment of childhood psychotic illnesses may decrease the morbidity associated with childhood psychotic violence.

The purpose of this paper is to explore what characterizes cyberbullying when it is performed in digital space and in an increasingly boundary blurred working life context.

Cyberbullying is explored through the lens of Erving Goffman’s theories on everyday life interaction and social media scholars understanding of social life on the internet today. The empirical material for the study is grounded in eight in-depth interviews with individuals who have been subjected to cyberbullying behavior in their professional life. The interview data were analyzed by means of thematic analysis.

Three key themes were identified: spatial interconnectedness, colliding identities and the role of the audience. The empirical data indicate that in order to understand cyberbullying in working life, it is necessary to consider the specific context that emerges with social network sites and blogs. Moreover, this study shows how social network sites tend to blur boundaries between the private and the professional for the targeted individual.

Cyberbullying in working life is a relatively under-researched area. Most existing research on cyberbullying follows the tradition of face-to-face bullying by addressing the phenomenon with quantitative methods. Given the limited potential of this approach to uncover new and unique features, this study makes an important contribution by exploring cyberbullying with a qualitative approach that provides in-depth understanding of the new situations that emerge when bullying is performed online.

This study aims to explore the risk and protective factors of abuse on older adults by family caregivers, with a special focus on the protective role of caregiver resilience in elder abuse.

This cross-sectional survey was conducted on a purposive sample of 600 family caregivers of community-dwelling older adults in Hong Kong (mean age = 71.04 and female = 67.2%). Caregivers reported in a guided interview about elder abuse behaviours, caregiver burden, care recipients’ agitated behaviours, caregiver resilience, self-efficacy, social support and basic demographic characteristics. Hierarchical linear regression analyses were conducted to examine the predictors of different forms of elder abuse.

Caregiver resilience was predictive of lower levels of verbal abuse, physical abuse, injury and financial exploitation but not potentially harmful behaviour (PHB). Social support was independent with all forms of elder abuse, while self-efficacy predicted greater physical abuse after the adjustment of confounding variables. Caregiver burden and agitated behaviours by care recipients remained as significant risk factors in the final models when protective factors were considered.

This study extends current knowledge on the protecting role of resilience in elder abuse in family caregiving. Mixed findings revealed on social support and self-efficacy also highlight the complexity of the prediction of caregiver abuse. Further research should address this area.

The findings of this study warrant the inclusion of caregiver resilience as a key component in developing interventions to prevent elder abuse. Addressing caregiver burden and agitated behaviours have the potential in preventing elder abuse.

The findings raise awareness of the importance of supporting caregivers in the community to prevent elder abuse.

Research concerning the protective factors of elder abuse is in a preliminary stage. To the best of the authors’ knowledge, this study is among the first which successfully demonstrates the protective role of resilience in caregiver abuse on older adults. The findings shed invaluable light on the design of effective interventions.

The challenges of the growth of the sharing economy are becoming more and more noticeable and urgent, especially concerning labor relations (e.g. uberization). The purpose of this paper is to understand what app-based drivers think of working conditions and labor relations.

The research was carried out in three stages: bibliographical and documental research, and two empirical research, a quantitative one with the application of a questionnaire in a sample of 54 respondents and another qualitative one using an interview script with ten drivers. For data analysis, the abductive method and the content analysis technique were used.

The results reveal they have an exhausting labor routine, by checking that they work more hours per week than those who have a formal job. They are driven mainly by the extra income and flexibility that digital platforms of the sector of shared private transportation can offer, although the costs intrinsic to the activity often affect their revenues significantly.

The number of answers from women was very small, which hinders the analysis of the potential specificities of women app-based drivers. Future studies could focus on this public for a more precise analysis, to bring the discussion on gender to the working context of app-based drivers.

The authors’ intention with the research reports was to make them relevant, leading to effective policies concerning working conditions and labor relations in the sharing economy, and to stimulate other surveys to understand the activity of an app-based driver of shared private transportation.

The authors’ research and this article contribute to the discussion on new work relationships, motivations and (dis)satisfaction with the activity, from the perspective of app-based drivers.

The purpose of this study was to analyze the moderating role of micro-events on the relationship between the three Dark Triad dimensions and counterproductive work-brehaviors. The social exchange theory and the person–situation interactionist model supported this study’s model that analyzed whether micro-events at work would moderate the relationship between the three dimensions of the dark triad personality (Machiavellianism, psychopathy and narcissism) and specific types of counterproductive work behaviors (CWB; toward the organization, and the individual).

To achieve this goal, this study used a sample of 241 currently employed participants.

The results showed that individuals who scored higher on their dark triad traits engaged more frequently in CWB; however, when they experienced more daily uplifts than daily hassles, their CWBs significantly decreased.

The cross-sectional design should be regarded as a limitation, and the authors assessed all the variables through self-reported measures.

Such results proved to be fundamental for a better understanding of employees’ behavior, as well as the impact of micro-events in the organizational settings.

This paper aims to examine the types of user misbehaviours in the sharing economy (SE) context. SE offers a fruitful study setting due to the scope of potential misbehaviour and the expanded role of consumers.

The study drew on online archival data from the AirbnbHell.com website, where people share their stories about their Airbnb-related negative experiences. The authors reviewed 405 hosts’, guests’ and neighbours’ stories and coded the identified forms of misbehaviours into categories. The typology thus developed was validated in the context of the Uber Rides service.

User misbehaviours in the SE context can be distinguished based on the domain in which the user role is violated and the nature of violated norms. These two conceptual distinctions delineate a four-fold typology of user misbehaviours: illegal, unprofessional, unbefitting and uncivil behaviours.

The trustworthiness of the stories could not be assessed.

The presented typology can be used as a mapping tool that facilitates detection of the full scope of misbehaviours and as a managerial tool that provides ideas for effective management of misbehaviours that correspond to each category.

The paper presents the first empirically derived comprehensive typology of user misbehaviours in SE settings. This typology enables classification of a broad set of misbehaviours, including previously overlooked unprofessional behaviours carried out by peer-service providers. The study also puts forward a revised definition of consumer misbehaviours that encompasses the impact of misbehaviours on parties not directly involved in the SE-mediated exchange.

The authors systematically review empirical dyadic service encounter research published in top-tier journals between 1972 and 2022.

The authors employed bibliometric techniques, co-citation analysis and bibliographic coupling analysis to map schools of thought and research frontiers within the dyadic service encounter literature. In total, the authors analyzed 155 articles. To ensure inclusion of high-quality research, the authors screened articles from 139 journals with “4” or “4*” ratings on the 2021 Chartered Association of Business Schools (ABS) journal list, in addition to articles published in three service sector-specific journals: Journal of Service Management, Journal of Services Marketing and Journal of Service Theory and Practice.

The authors' co-citation analysis identified four distinct clusters within the dyadic service encounter literature: (1) shaping and explaining service encounters; (2) emotions in service work; (3) modeling, manipulating and measuring encounter service quality and (4) emotional labor and regulation in dyadic service encounters. Furthermore, the authors' bibliographic coupling analysis generated three research clusters: (1) service encounter characteristics; (2) emotions and emotional labor and (3) service encounter interaction content.

The authors' comprehensive review synthesizes knowledge, summarizing similarities among research clusters within the service encounter realm. Noteworthy are research clusters that clarify the emotion-based underpinnings and reciprocal nature of behaviors and emotions within dyadic encounters. By conducting complementary bibliometric analyses, the authors trace the evolution of the service encounter literature, providing an overview of the present state of dyadic service encounter research. These analyses offer valuable insights into the current landscape of the field, identifying future dyadic service encounter research opportunities.