University of Twente Student Theses
Agressie en geweld tegen werknemers met een publieke taak op Youtube : een onderzoek naar conflictasymmetrie, conflictescalatie en interdependentie in het openbaar vervoer en onderwijs
Wolf, M. van der (2014) Agressie en geweld tegen werknemers met een publieke taak op Youtube : een onderzoek naar conflictasymmetrie, conflictescalatie en interdependentie in het openbaar vervoer en onderwijs.
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| Abstract: | mployees with public duties often have to deal with aggression and violence in their work. Because aggression and violence often is associated with conflict escalation, this research examines what factors influence conflict escalation. This study focuses on the question to which an imbalance in interdependence affects the relationship between conflict asymmetry and conflict escalation. Previous research has shown that there is a relationship between conflict asymmetry and conflict escalation, but it is still unclear whether this relationship is positive or negative. This could be explained by an imbalance in interdependence. I expected that conflicts with a greater imbalance in the interdependence more often escalate. To investigate the role of interdependence, I analyzed conflicts in public transit and education. It was expected that there was greater imbalance in dependence between employee and customer in public transport than in education, and therefore conflicts escalate more often in public transport than in education. The study was performed using 48 YouTube videos containing conflicts between employees with public duties and customers. The data are analyzed with an Analysis of Variance (ANOVA). The relationship between conflict asymmetry and escalation was not confirmed. Also, there is initially no effect of interdependence on the relationship between conflict asymmetry and escalation found. There seems to be effect of customer’s behavior on conflict escalation. It has been shown that conflict escalation in employees with public duties is associated with aggression and violence. |
| Item Type: | Essay (Bachelor) |
| Faculty: | BMS: Behavioural, Management and Social Sciences |
| Subject: | 77 psychology |
| Programme: | Psychology BSc (56604) |
| Link to this item: | https://purl.utwente.nl/essays/65826 |
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