Verbal Abuse From Outsiders Versus Insiders: Comparing Frequency, Impact on Emotional Exhaustion, and the Role of Emotional Labor

Alicia A. Grandey

Julie H. Kern

Michael R. Frone 

Keywords: Verbal abuse, Workplace aggression, Emotional labor, Exhaustion

The Study: The article investigates fundamental differences between verbal abuse originating from individuals external to the organization (customers, patients, or users) and verbal abuse instigated by internal members (supervisors and coworkers). Prior literature had emphasized external aggression and emotional labor occupations almost exclusively, but the authors argue that interactions with customers possess characteristics distinct from relationships among internal members, requiring a comparative analysis. Drawing on two studies—one with a nationally representative sample of workers (n=2,446) and another with employees who interact directly with customers (n=121)—the research examines the frequency of verbal abuse, its impact on emotional exhaustion, and the moderating role of emotional labor demands, assessed through both O*NET codes and self-reported emotional display rules.

Main Findings: Results indicate that verbal abuse from outsiders occurs more frequently than abuse from supervisors and coworkers, particularly in jobs requiring higher emotional regulation. Moreover, customer verbal abuse predicts emotional exhaustion above and beyond the impact of internal abuse, regardless of the level of emotional labor required. In other words, even occupations not typically classified as high in emotional labor experience significant consequences when exposed to customer aggression. The authors conclude that external aggression is not only common but also especially draining, serving as a consistent predictor of psychological burnout.

Practical Implications: Findings suggest that organizational policies should treat customer aggression with the same seriousness as internal aggression. Interventions, including training to manage hostile customers, post-incident support protocols, and strengthened reporting systems, may reduce the impact of external abuse on well-being. Additionally, management should recognize that emotional regulation demands intensify the negative effects of aggression and therefore must be accompanied by adequate resources, such as protected breaks, supportive supervision, and organizational coping strategies.

Reference: Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology, 12(1), 63–79.

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