News release

From: Queensland University of Technology (QUT)

With the Christmas trading period peaking, traditional surveillance technologies like CCTV can help reduce job stress caused by customer aggression, but QUT research has found wearable devices may increase stress levels among frontline employees, especially those uncomfortable with technology.

The study - Reducing the Impact of Customer Aggression: Examining the Interaction of Technology, Employee Job Stress and Technology Discomfort – was led by Professor Gary Mortimer and Dr Shasha Wang from the QUT School of Advertising, Marketing & PR and published in the International Journal of Human–Computer Interaction.

It explores the relationship between customer aggression and frontline workers’ job stress, and how CCTV and ‘innovative technologies’ like Duress Watches might mitigate the effect of customer aggression on job stress. They also examined non-technologies, specifically the use of uniformed security guards which were categorically found to make employees feel safer at work.

It follows a 2023 Australian survey of retail and fast-food workers which found 87 per cent of them had experienced customer abuse, up from 56 per cent in two years. The Shop, Distributive and Allied Employees Union report also noted workers had experienced increasing physical abuse, sexual harassment, and in 24% of cases, racially motivated abuse.

Drawing on sociomateriality theory, which covers the intersection of technology, work and organisation, the study highlights how technology not only supports but also shapes human behaviour in service environments. Professor Mortimer and Dr Wang are also currently looking at low-cost, scalable solutions to reducing customer aggression in the first place.

“Since the pandemic, we have seen rates of customer aggression increase across the retail and fast food sectors. During the busy Christmas period, customer aggression really peaks, driven by frustration, car park chaos, crowding and busy shopping centres,” Professor Gary Mortimer said.

“Our findings show that while extra CCTV can act as a visual deterrent and reduce stress, wearable technologies like Duress Watches may backfire for employees who feel overwhelmed by tech.”

“Retailers, workers unions and industry associations have invested heavily in technologies to keep workers safe, including the use of Facial Recognition Technology and Body Worn Cameras.”

Dr Wang said a 2023 study she conducted with Professor Mortimer found sustained exposure to customer aggression led to increased emotional exhaustion and higher rates of job stress, which in turn increased rule breaking and employee turnover.

“In our 2025 study, we reconfirmed customer aggression increased job stress so we wanted to understand what types of technologies could be used to reduce the impact of aggression on job stress, essentially making workers feel safer,” Dr Wang said.

The research comprises three studies involving over 600 frontline employees across retail and service industries. It found that:

• Exposure to customer aggression significantly increases job stress.
• CCTV surveillance helps mitigate this stress.
• Duress Watches, despite their advanced features, can amplify stress for employees with high technology discomfort.

Dr Wang said the findings have important implications for workplace safety strategies.

“Technology isn’t a one-size-fits-all solution. Managers need to consider individual employee traits – especially their level of comfort with technology - before implementing wearable surveillance devices,” she said.

A 2024 study by Dr Wang, Professor Mortimer, and colleagues explains the backfire effect as resulting from failing to build a cognitive foundation during the early stages of technology adoption, leading to frustration of autonomy and competence needs.

The study also examined the role of human interventions, such as uniformed security guards, and found they may offer a more universally accepted alternative to high-tech solutions.

“Respondents were told their manager had employed a uniformed security guard and we found just the presence of a guard lessened the impact of customer aggression and made workers feel safer,” Professor Mortimer said.

“This research is a wake-up call for businesses investing in innovative surveillance. It’s not just about the tech; it’s about how people interact with it.”

The full study is available online: Reducing the Impact of Customer Aggression: Examining the Interaction of Technology, Employee Job Stress and Technology Discomfort