Australian bus drivers’ perspectives of passenger hostility: A qualitative study

Abstract

Bus drivers are at risk of the adverse impacts of passenger hostility, yet qualitative research investigating this issue is scant. We interviewed 29 bus drivers, content analyzed their responses, and interpreted findings through the prism of Demerouti et al.’s Job Demands-Resources model. Results indicated: (1) passenger hostility appeared to negatively impact driver wellbeing; (2) organizational policies may perpetuate passenger hostility; (3) support was viewed as inadequate; and (4) COVID-19 was a barrier to monitoring hostility. Findings indicate that strain associated with the demanding and poorly resourced job of bus driving is exacerbated by frequent exposure to passenger hostility.

Keywords:

• Passenger hostility
• bus drivers
• job demands-resources
• job strain
• customer misbehavior

Additional information

Funding

This work was supported by the Department of Transport and Main Roads, Queensland Government.