Emerald | International Journal of Workplace Health Management | Table of Contents

Employee perceptions of workplace bullying and their implications.

literatinetwork@emeraldinsight.com (Judy Van Rooyen, Darcy McCormack) — Fri, 21 Jun 2013 00:00:00 +0100

Abstract

Purpose - The study investigates whether perceptions of workplace bullying have evolved to encompass a holistic appreciation that includes both physical and psychological components of this costly phenomenon, and to assess the effectiveness of relevant training programs in a major retail organisation.Design/methodology/approach - A qualitative methodology is adopted. Thirty semi-structured interviews were conducted with frontline employees and management in an organisation comprising several retail outlets.Findings - The interviews reveal that although participants experienced a variety of behaviours associated with workplace bullying and harassment, these behaviours were commonly ignored or neglected until they escalated into confrontation and threatened productivity and profitability. Employees and supervisory staff had minimal appreciation, practical skills, or training on how to deal effectively with negative workplace behaviours.Research limitations/implications - A limitation of the study is that the data are sourced from a single organisation. The findings highlight the need to evaluate the effectiveness and relevance of OH&S policies and procedures, and to expand their focus beyond the physical paradigm to incorporate also psychosocial and psychological, risk and injury.Originality/value - The study provides a unique examination of whether management and staff incorporate both physical and psychological aspects of Occupational Health and Safety.

Optimising workplace interventions for health and well-being: A commentary on the limitations of the public health perspective within the workplace health arena

literatinetwork@emeraldinsight.com (Maria Karanika-Murray, Andrew K Weyman) — Fri, 21 Jun 2013 00:00:00 +0100

Abstract

Purpose - This paper discusses contemporary approaches to workplace health and well-being, articulating key differences in the intervention architecture between public and workplace health contexts and implications for intervention design.Design/methodology/approach - Contemporary practice is discussed in light of calls for a paradigm shift in occupational health from a treatment orientation to an holistic approach focused on mitigation of the causes of ill health and the promotion of well-being. In practice, relatively few organizations have or seem able to engage with a broader perspective that encompasses challenges to health and well-being associated with contextual organizational drivers, e.g. job design / role, workload, systems of reward, leadership style and the underpinning climate. Drawing upon insights from public health and the workplace safety tradition, the scope for broadening the perspective on intervention (in terms of vectors of harm addressed, theory of change and intervention logic) is discussed.Findings - There are important differences in scope and options for intervention between public health and workplace health contexts. While there is scope to emulate public health practice, this should not constrain thinking over intervention opinions. Increased awareness of these key differences within work organizations, and an evidence-based epidemiological approach to learning has the potential to strengthen and broaden the approach to workplace health and well-being management.Originality/value - We argue that approaches to workplace well-being interventions that selectively cross-fertilise and adapt elements of public health interventions offer promise for realising a broader change agenda and for building inherently healthy workplaces.

The Effects of Interpersonal Customer Mistreatment on Employee Retaliation

literatinetwork@emeraldinsight.com (Jane E Mullen, E. Kevin Kelloway) — Fri, 21 Jun 2013 00:00:00 +0100

Abstract

Purpose - Purpose - We examined the relationship between customer mistreatment and employee retaliation. The moderating effect of employee psychological strain on the relationship between customer mistreatment and employee retaliation was also examined. Design/methodology/approach - A sample of 107 contact centre customer service representatives completed a survey. We conducted moderated multiple regression analysis to examine the relationship between customer mistreatment and psychological strain on employee retaliation.Findings - Customer mistreatment emerged as a significant predictor of employee retaliation against the customer (customer mistreatment: ß = .252, p < .01), providing support for hypothesis 1. Psychological strain was found to significantly moderate the effects of customer mistreatment on employee retaliation against the customer, (ß = .197, p < .01) supporting hypothesis 2. Originality/value - The results provide a greater understanding of individuals’ responses to customer incivility. Previous research has demonstrated that uncivil customer behavior leads to emotional exhaustion and absences from work within the call centre industry. Our results suggest that call centre customer service employees may also engage in retaliatory behavior when they perceive that they have been treated unjustly by customers. The positive relationship between customer mistreatment and employee retaliation against customers was stronger when employees reported high (versus low) psychological strain.

Enablers and challenges in implementing a comprehensive workplace health and well-being approach

literatinetwork@emeraldinsight.com (Nadine Joelle Mellor, Jennifer Webster) — Fri, 21 Jun 2013 00:00:00 +0100

Abstract

Purpose - The aim of this study is to identify key enablers and challenges for implementers and managers in putting in place a comprehensive approach to the management of employee well-being. Design/methodology/approach - A large UK public sector organization was chosen as a case study. Experiential views were sought from twenty implementers and managers supplemented by analysis of relevant company management information. Findings - The focal organization had several health management systems including OSH, health promotion, management of ill-health and HRM. Effectiveness of implementation across all strands was based on key enablers such as strong senior leadership support, dedicated resources, involvement of stakeholders and intensive communication. Challenges revolved around the integration of these systems into a coherent whole, striking a balance between a focus on occupational risks and lifestyles risks. In addition, line managers diverse understanding of well-being, and variable ability in identifying and monitoring employees’ health-related needs together with a target-driven work culture do not easily promote health or work against this goal. Research limitations/implications - This case study has provided insights, which are illustrative and exploratory in nature. Further research needs to look at models that integrate health promotion and work policies to better inform the role of implementers and managers. Practical implications - Line managers need to make greater use of regular management processes to monitor employees’ health needs (e.g. day-to-day interactions, work planning). They also need to self-assess how their own leadership style may affect employee well-being. Originality/value - The significant challenges line managers face in a multi-faceted health and well-being approach are rarely reported in the literature.

Attitudes and arrangements at workplace and sickness absence among blue- and white-collar workers

Fri, 21 Jun 2013 00:00:00 +0100

Abstract

Purpose - This study focused on the associations of employees’ attitudes and human resource arrangements to sickness absence from the perspective of absence culture and work ability.Design/methodology/approach - The study was conducted in one of the largest food industry companies in Finland. Sickness absence register data was obtained from the years 2003 to 2005 and a survey from 2005. This survey included single propositions about work arrangements (5 propositions) and attitudes (3 propositions) during sickness absence. These were analysed by absence days and short (1-7 days) and long spells (>7 days). Findings - The attitude of blue-collar workers who agreed that it is a matter of course that someone is absent was statistically significant regarding sickness absence. They had increased risk for sickness absence days and for short spells. From work arrangements during absence the fact that jobs will wait returning to the workplace decreased the risk for short and long sickness absence spells in both groups.. In addition, the fact that the employer will take a substitute during workmates’ absence increased the risk for all measured sickness absence rates among white-collar workers.Practical implications - These findings should be noted in enterprises’ human resource management and occupational health services to manage and understand sickness absence. Originality/value - Although sickness absence has been widely studied, very little is known about sickness absence related work arrangements and attitudes associated with sickness absence. This study increased knowledge about these issues.