Mills and Owens (2023). Customer abuse and aggression as labour control among LGBT workers in low-wage services. Work, Employment and Society.
This study examines the relation between customer abuse and aggression, the gender and sexual expression of workers, and labour control in precarious and low-wage service work. We argue that customer abuse and aggression is a mechanism of labour control that disciplines worker behaviour and aesthetics, directly and indirectly, leading to concealment and self-policing. Management is shown to be complicit in this dynamic, placing profitability and customer satisfaction over the safety of queer and trans workers, only intervening in instances of customer abuse and aggression when it had a limited economic impact.