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Coughing Customer: The Interplay of the Behavioral Immune System and Emotional Labor of Frontline Workers

Employee Responsibilities and Rights Journal volume 35, pages 395–415 (2023)Cite this article

Abstract

Exploring the context of a coughing customer for frontline workers during the Covid-19 pandemic, we utilized the semi-structured interviews of 38 participants to enhance understanding of cognitive, emotional, and vocational challenges present when a frontline worker perceives a health risk (coughing) while working. Using qualitative content analysis to analyze the interviews, we found both contexts of the actual cough and the environment in which the cough occurs to encourage the cognitive process to trigger the behavioral immune system of frontline workers. Furthermore, the findings suggest the behavioral immune system may be similar to the existing biological immune system in its adaptability. Finally, we suggest implications and directions for future research along with propositions.

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Authors and Affiliations

  1. College of Business Administration, University of Missouri Saint Louis, Saint Louis, MO, USA

    Matthew J. Aplin-Houtz, Mark G. Sanders, Emily K. Lane & Tracey Clark Jefferies

  2. Indiana University East, Richmond, IN, USA

    Mark G. Sanders

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Aplin-Houtz, M.J., Sanders, M.G., Lane, E.K. et al. Coughing Customer: The Interplay of the Behavioral Immune System and Emotional Labor of Frontline Workers. Employ Respons Rights J 35, 395–415 (2023). https://doi.org/10.1007/s10672-022-09416-3

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