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J Occup Health Psychol. 2011 Apr;16(2):217-29. doi: 10.1037/a0021723.

Consequences of client-initiated workplace violence: the role of fear and perceived prevention.

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  • 1Institut de Psychologie du Travail et des Organisations, Université de Neuchâtel.


The authors suggested and tested a model of the consequences of client-initiated workplace violence, introducing perceived prevention of violence and perceived coping ability as factors that reduce fear of future violence and mitigate negative personal and organizational consequences. Survey data from 330 frontline staff from job centers and social security offices were analyzed using structural equation modeling. The data supported the model and confirmed the central role of the fear of violence with regard to outcomes such as psychological and physical well-being or irritability. Results point further to perceived prevention of violence as an important factor that influences fear levels in different ways, predicts turnover intentions, and should therefore be considered when managers aim to address the consequences of client-initiated violence and threats.

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