Understanding passenger hostility in transit: a systematic review

Abstract

Abstract Passenger hostility is commonplace in the transit industry. However, research investigating this job stressor is limited in both scope and quality. This systematic review examines three questions regarding passenger hostility: (a) what is its occurrence (incidence and prevalence); (b) what are its consequences; and (c) what factors are related to its occurrence, intensity, or consequences? Six databases were searched for studies published between 2010 and 2020 reporting the occurrence, consequences, or correlates of passenger hostility directed toward transit workers. Risk of bias was categorized using the Critical Appraisal Skills Programme. Results were summarized in tables and narratively synthesized. Nineteen eligible studies (10 quantitative and nine qualitative or mixed methods) were identified. Evidence from 14 studies indicated that passenger hostility occurs frequently, and is often underreported, especially in its less severe forms. Sixteen studies reported correlates of the occurrence, intensity, or consequences of hostility, with these grouped into worker, passenger, organizational, environmental, and event categories. Immediate and long-term impacts were identified in ten studies. This review contributes to understanding the likely antecedents, correlates and consequences of passenger hostility directed at transit industry workers. It also highlights some common methodological limitations in past research and proposes solutions to them. As such, the paper provides suggestions for future explorations and intervention targets aimed at reducing this common workplace stressor.