Type II Workplace Violence in the Service Providing Industries: An Exploratory Study

Abstract

Type II workplace violence is any form of threat or physical violence between an employee and clients/customers on the job site. The aim of this thesis is to investigate and highlight workplace violence in service providing industries. This study began when it was evident that there was not enough literature review on this sector and different types of workplace violence are encountered or the effects withing the service providing industry. Considering this topic may be sensitive and personal, qualitative analysis was used to collect data in a space where voluntary participation that were recruited from TikTok felt comfortable to share their experiences. Transcribed data from interviews were analyzed by NVivo 14 software and Shepperd et al. (2022) systems thinking workplace violence framework based off Rasmussen’s Risk Management Framework (Rasmussen, 1997). Results indicated that the service providing industry is exposed to constant verbal, physical, and sexual harassment which can be influenced by age, gender, and/or assumed socio-economic status. Hence, some employees not only expect these behaviors from customers but think it is a norm in the respective work sectors of customer service, hospitality, educators, and public sector. With the hopes of future research this study aims to contribute to develop safer environment, proactive measures to protect employees from violence, and its possible adverse effects.