Dynamics of violence in the retail service encounter – emotional labour and frontline work in high crime areas
This paper presents a novel approach to understanding violence in service encounters through a sociological lens, focusing specifically on micro-interactional violence. Traditionally, research on violence has focused on structural aspects, linking it to the capitalist system or viewing it as symbolic violence (Gordon & Zainuddin, 2020; Varman, 2010). This study, however, shifts the focus to th
