Cooper, Paul (Researcher in business) (2014) Evolving understanding of work-related hostility : a biopsychosocial exploration. PhD thesis, University of Warwick.

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Abstract

This theoretical (non-empirical) thesis presents a new conceptual framework for studying behaviour in organizations. This is synthesized from the theory of evolution and commensurate concepts (the biopsychosocial approach to behaviour and human ethology) and is offered as a meta-theory. This accommodates in pluralist, trans-disciplinary manner diverse (i.e. biological, psychological and social) research streams. I argue it avoids the super-organicism inherent in the standard social science model, and offers opportunity for a more comprehensive understanding of behaviour, e.g. by incorporating biological issues into study.

The conceptual framework is applied to an exemplum behaviour - work-related hostility (WRH) - to demonstrate its relevance. Hostility (and its associated stress and emotion) are presented as evolved biopsychosocial behaviours conferring survival benefit.
They are located in a specific context – service work.

I explore numerous aspects of service-based WRH – the dynamics, impacts, effects and outcomes of hostile customer-worker service interactions. My analysis goes beyond current thinking and theorizing in the field, e.g. by considering complex intra- and interpersonal reactions and responses; recognizing behaviour and experiences of same are biopsychosocial and add to workers’ inner conflict and stress; proposing WRH comprises ritualized behaviours having powerful effect through biopsychosocial impact.

The conceptual framework adopted offers insights into WRH the current literature has not, e.g. helping explain issues such as why WRH is so effecting even when it is nonviolent; why parties retain their relative status; why staff’s counter-aggression seems rare; why WRH continues to occur despite efforts to manage it. I claim the conceptual framework and my analysis considers more facets of WRH than past studies have, e.g. what happens in interactions; what mechanisms/systems/complexes function; why; how; who is effected; and what the results are.

I conclude by discussing limitations of the thesis, suggesting empirical study using the framework and indicating other potential applications of it.

Item Type:	Thesis (PhD)
Subjects:	H Social Sciences > HD Industries. Land use. Labor
Library of Congress Subject Headings (LCSH):	Organizational behavior
Official Date:	September 2014
Dates:	Date Event September 2014 Submitted
Institution:	University of Warwick
Theses Department:	Warwick Business School
Thesis Type:	PhD
Publication Status:	Unpublished
Supervisor(s)/Advisor:	Parker, Martin, 1962- ; Kiefer, Tina ; Fuller, Steve, 1959-
Sponsors:	Economic and Social Research Council (Great Britain)
Extent:	363 leaves
Language:	eng

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