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As retail workers brace for the silly season, this 20c solution could dial down customer verbal abuse

Written by Gary Mortimer, Professor of Marketing and Consumer Behaviour, Queensland University of Technology

More than 1.4 million people are employed in Australian retail and fast food businesses. Sadly, it’s not always a happy or safe place to work.

A union survey of more than 4,600 frontline workers found 87% had experienced customer verbal abuse in 2023 – consistent since 2016.

But incidents have become more frequent: in 2023, 76% of those...

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