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The purpose of this paper is twofold: firstly, to describe adult safeguarding in Sweden’s social services, and secondly, to analyse the changes in Sweden’s national policies related to its adult safeguarding legislation and discuss the implications.

An analysis of two government bills was carried out inspired by the What’s the Problem Represented to Be approach.

The background and review procedure that is part of the obligation to report mistreatment in Sweden’s social services is described. The policy analysis shows a change from a rights-based discourse concerning the duty of staff to safeguard vulnerable service recipients’ rights, to a discourse on the obligation for staff to be part of systematic quality assurance. The most conspicuous change in the representation of the problem was attaching the problem descriptions to a lack of quality instead of a duty to protect.

The implications of the reporting procedure are discussed in terms of a general lack of channels for service recipients and their family members to raise their own concerns about mistreatment. It is suggested that there ought to be more legal and transparent channels for service recipients and their family members to file complaints.

This paper provides an overview of adult safeguarding in Sweden’s social services, which to date has been lacking in the literature.

Workplace incivility has been identified as a specific form of social mistreatment causing distress despite its low intensity. Research on workplace incivility has touched on a variety of personal and contextual factors associated with incivility’s prevalence including research on both antecedents and outcomes. The research has been especially concerned with identifying a wide range of negative consequences of incivility, including various occupational, interpersonal, and health-related implications. Theoretical explorations have considered links of incivility to sexism and racism, and its reflection of attachment styles, as well as its inherent connection with the stressor-emotion model of counterproductive work behavior (Spector & Fox, 2005). The power of incivility to elicit distress has been attributed to its capacity to signal riskiness of social situations that thwart core social motives (i.e., self-control). Intervention research has been relatively rare, but progress is evident.

This paper aims to examine a core member-customer threat in co-operatives (co-ops) by drawing from ostracism research, assessing co-op ostracism’s impact on critical membership and relational exchange outcomes and discussing why relationship marketing research needs to pay more attention to the overlooked role of implicit mistreatment forms in customer harm-doing.

Three studies were conducted. In Study 1, ostracism in co-ops was explored, and a measurement scale for co-op ostracism was developed. In Study 2, the core conceptual model was empirically tested with data from members of three different co-ops. In Study 3, a coping strategy was integrated into an extended model and empirically tested with a new sample of co-op members.

Ostracism is present in co-ops and “poisons” crucial relational (and membership) outcomes, despite the presence of other relationship-building or relationship-destroying accounts. Coupling entitativity with cognitive capital attenuates ostracism’s impact.

Inspired by co-ops’ membership model and inherent relational advantage, this research is the first to adopt a co-op member-customer perspective and shed light on an implicit relationship-destroying factor.

Co-op decision makers might use the diagnostic tool developed in the paper to detect ostracism and fight it. Moreover, a novel coping strategy for how co-ops (or other firms) might fend off ostracism threats is offered in the article.

The present study illuminates a dark side of a relationally profuse customer context, painting a more complete picture of relationship marketing determinants. Little attention has been given to ostracism as a distinct and important social behaviour in marketing research and to co-ops as a research context.

Work-integrated learning (WIL) is an integral part of hospitality curriculums in Australia. Experiencing stress during WIL is expected, as students try to balance work and other responsibilities. Previous studies have usually examined the negative impact of stress on individuals. By referring to relevant theories, this paper argues the positive impact of stress and reports on a study which aimed to investigate whether stress – experienced by students during WIL – leads to resilience and well-being.

Hospitality students from different backgrounds enrolled at a tertiary institution completed an online survey. This study uses structural equation modelling (SEM), to test the proposed links between stress, resilience and well-being.

The study results show that “academic pressure” (mean score = 3.57) is the most common stressor identified by hospitality students. This was followed by stress caused by “time pressure” (mean score = 3.01). Model testing reveals that experiencing “career development concerns” has a statistically significant association with resilience. Moreover, there is a strong link (β = 0.624) between resilience and well-being.

This study makes a contribution by proposing positive outcomes related to stress during WIL. A handful of studies have looked at similar concepts. However, this paper uses statistical techniques to measure and analyse relationships between different variables. By running an SEM, the authors were able to test a linear causal relationship which identifies stressors leading to a significant impact on resilience. Similarly, the strength of relationship between resilience and well-being is also empirically tested.

The purpose of this paper is to examine the relationship between workplace bullying and EVLN outcomes with psychological contract violation as a mediator and workplace friendship as a moderator.

Data were collected from 835 full-time Indian managerial employees working in different Indian organizations.

Results revealed that workplace bullying positively related to exit and neglect and negatively related to voice and loyalty. PCV mediated bullying–EVLN outcomes relationship and effects of workplace bullying on proposed outcomes were weaker in the presence of high workplace friendship.

A cross-sectional design and use of self-reported questionnaire data are few limitations of this study.

This study adds to the limited literature examining EVLN typology in response to workplace bullying. This study is one of the rare attempts to examine bullying–outcomes relationships in the Indian context.

To measure the relationships between varieties of patriotism and fan reactions to anthem-linked athlete activism and to test the effects of teammate allyship.

In this study of US sport fans (n = 519), the authors examine whether two varieties of patriotism—the affective “symbolic patriotism” and the cognitive “uncritical patriotism”—might explain fans' reactions (support v. opposition) to anthem-linked athlete activism. The authors also consider whether fans' acceptance of nonactivist teammate allyship moderates patriotism influences on those reactions.

Using partial least squares structural equation modelling (PLS-SEM), the authors posit and show that fans' reactions to athlete activism are driven more strongly by uncritical patriotism than by symbolic patriotism. The authors also show that fans' acceptance of nonactivist teammate allyship significantly moderate the strength and direction of fans' reactions to athlete activism.

The authors contribute substantive, new knowledge into the sways of athlete activism, teammate allyship and fan patriotism within the sport world. By way of novel heterotrait-monotrait ratio of correlations, the authors show evidence of discriminant validities of symbolic patriotism and uncritical patriotism. Using PLS-SEM moderation tests, the authors also show that fans' acceptance of teammate allyship moderates the influences of these patriotism types differently.

Few empirical studies to date have investigated sport fans' reactions to athletes' displays of social activism (e.g. taking a knee to protest racism).

The purpose of the present research is to investigate the mechanisms by which conflict with customers (i.e. customer mistreatment) contributes to employees’ work withdrawal.

This paper tests its hypotheses by means of a field study of a sample of front-line health care workers in China. Data were collected in three waves over four months; a total of 398 health care workers completed the questionnaires and represented the final sample. A hierarchical multiple regression analysis was performed to test the proposed hypotheses.

The results indicate that mistreatment by customers contributes to employees’ work withdrawal, and emotional exhaustion serves as a mediator in this linkage. In addition, social support moderates the positive relation between customer mistreatment and employees’ emotional exhaustion, whereas conscientiousness moderates the positive relation between emotional exhaustion and withdrawal behavior.

The sample used may not fully justify the generalizability of the research results. Without distinguishing different sources of social support may be another limitation. In addition, this study could be improved by using a multi-source survey design.

To help employees effectively cope with interpersonal conflict with customers, organizations should take action to promote communication between employees and their supervisors and coworkers. It is also advisable for organizations to adjust their selection strategies and hire front-line employees high in conscientiousness.

This research presents a resource-based framework to illuminate the detrimental effects of prolonged exposure to customer mistreatment on health care workers’ withdrawal behavior in Chinese context. Furthermore, this study examines factors that may serve to mitigate the harmful effects of customer mistreatment and regards workplace social support and conscientiousness as two different kinds of resources that can play dissimilar roles when employees are coping with customer mistreatment.

In this chapter, we summarize and build on the current state of the customer mistreatment literature in an effort to further future research on this topic. First, we detail the four primary conceptualizations of customer mistreatment. Second, we present a multilevel model of customer mistreatment, which distinguishes between the unfolding processes at the individual employee level and the service encounter level. In particular, we consider the antecedents and outcomes unique to each level of analysis as well as mediators and moderators. Finally, we discuss important methodological concerns and recommendations for future research.

Drawing on affect-based mechanisms, this chapter describes two forms of customer mistreatment, aggressive and demanding mistreatment. Tests are conducted of their lagged effects in predicting within-person fluctuation of employees’ negative mood, as well as the moderating roles of employees’ emotion regulation after work (i.e., rumination and social sharing). 1,185 daily surveys were collected from 149 Chinese customer service representatives from a call center for eight weekdays. Results supported the main effects of both forms of customer mistreatment and partly supported the moderating roles of rumination in strengthening the impacts of customer mistreatment. Implications and limitations are discussed.

Existing research tends to conceptualize age- and gender-based discrimination as distinct and unrelated social phenomena. A growing body of scholarship, however, highlights the importance of conceptualizing ageism as potentially gendered, and gender discrimination as inherently shaped by age. Using an intersectional theoretical perspective, this chapter examines how gender and age combine to shape women’s and men’s experiences of workplace mistreatment.

The data are obtained from the U.S. General Social Survey. The analysis begins with descriptive statistics, showing how rates of perceived age and gender mistreatment vary for men and women of different age groups. Multivariate logistic regressions follow.

Experiences of workplace mistreatment are significantly shaped by both gender and age. Among both men and women, workers in their 30s and 40s report relatively low levels of perceived age-based discrimination, compared to older or younger workers. It is precisely during this interval of relatively low rates of perceived age-based discrimination that women’s (but not men’s) perceptions of gender-based mistreatment rises dramatically. At all ages, women are significantly more likely to face either gender- or age-based discrimination than men, but the gap is especially large among workers in their 40s.

Women tend to perceive age- and gender-based mistreatment at different times of life, but a concurrent examination of gender- and age-based mistreatment reveals that women’s working lives are characterized by high rates of mistreatment throughout their careers, in a way that men’s are not. The results highlight the importance of conceptualizing gender and age as intersecting systems of inequality.