Citizen Self-Presentation and Aggression in Ticket Fining Events: A Video Observational Study

Abstract

Despite the risk of employee victimization, research on deviant citizen behavior in frontline encounters is limited. When passengers are issued a fine on the bus, they sometimes respond aggressively toward the ticket inspector. This article identifies how citizens present themselves in ticket fining events and examines how their self-representations are related with aggressive acts toward frontline workers. Data comprise video footage of 40 events recorded with occupational body-worn cameras from public buses in Denmark. Using in-depth qualitative video analysis, the study systematically analyzes the encounters for citizen self-presentation and aggression. Five self-presentation types are identified, comprising passengers appearing innocent, honest, wronged, defiant, or superior in the inspector encounters. In aggressive events, passengers in particular perform the defiant and superior self-presentation types and typically perform more types than in the nonaggressive events. The findings yield insights into aggressive frontline encounters with an enlarged understanding of the range of reactions and counterattacks during these events. Recognizing these presentations and changing responses could help frontline workers prevent exposure to aggression on the job.