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Faculty of ManagementOffice: EME 4105
Courses & Teaching
MGMT 330 Organizational Behaviour
MGMT 411 Human Resource Management
MGMT 419k Special Topics in Management – Service Human Resource Management
MGMT 530 Organizational Behaviour
MGMT 533 Human Resources
David joined the Faculty of Management in 2011. Prior to relocating to the Okanagan, he worked as an Assistant Professor at Cal Poly Pomona after completing his Ph.D. at the Sauder School of Business in Vancouver. His professional experience includes work in the Canadian banking and airline industries.
David’s research investigates human resource management in service organizations. His current projects examine employee responses to mistreatment by customers and interactions between customers and employees in service exchanges. More specifically, he studies workplace incivility, low intensity deviant and aggressive behaviors, between customers and employees. David also researches human resource and management practices in the call centre industry, and is part of the Canadian research team for the Global Call Center Project.
PhD, Sauder School of Business, University of British Columbia (Vancouver), 2010
MSc, Business Administration, Sauder School of Business, University of British Columbia (Vancouver), 2003
B.Comm, Haskayne School of Business, University of Calgary, 1998
Selected Publications & Presentations
Subramony, M., Ehrhart, K. H., Groth, M., Holtom, B. C., van Jaarsveld, D. D., Yagil, D., Darabi, T., Walker, D. D., Bowen, D. E., Fisk, R. P., Grönroos, C., & Wirtz, J. (2017). Accelerating employee-related scholarship in service management: Research streams, propositions, and commentaries. Journal of Service Management, 28, 837-865. doi.org/10.1108/JOSM-02-2017-0055
Walker, D. D., van Jaarsveld, D. D., & Skarlicki, D. P. (2017). Sticks and stones can break my bones but words can also hurt me: The relationship between customer verbal aggression and employee incivility. Journal of Applied Psychology, 102, 163-179. doi: 10.1037/apl0000170
van Jaarsveld, D. D., Restubog, S. L. D., Walker, D. D., & Amarnani, R. K. (2015). Misbehaving customers: Understanding and managing customer injustice in service organizations. Organizational Dynamics, 44, 273-280. doi: 10.1016/j.orgdyn.2015.09.004
Walker, D. D., van Jaarsveld, D. D., & Skarlicki, D. P. (2014). Exploring the effects of individual customer incivility encounters on employee incivility: The moderating roles of entity (in)civility and negative affectivity.Journal of Applied Psychology, 99, 151-161. doi: 10.1037/a0034350
van Jaarsveld, D. D., Walker, D. D., & Skarlicki, D. P. (2010). The role of job demands and emotional exhaustion in the relationship between customer and employee incivility. Journal of Management, 36, 1486-1504. doi: 10.1177/0149206310368998
Skarlicki, D. P., van Jaarsveld, D. D., & Walker, D. D. (2008). Getting even for customer mistreatment: The role of moral identity in the relationship between customer interpersonal injustice and employee sabotage. Journal of Applied Psychology, 93, 1335-1347. doi: 10.1037/a0012704
van Jaarsveld, D. D., Walker, D. D., & Ma, D. (2016). The Canadian contact centre industry: Strategy, work organization, and human resource management (2 ed.). Vancouver, Canada: University of British Columbia.
van Jaarsveld, D. D., Frost, A. C., & Walker, D. D. (2007). The Canadian contact centre industry: Strategy, work organization and human resource management. Vancouver, Canada: University of British Columbia.
Selected Grants & Awards
2017 SSHRC Insight Grant. Danielle van Jaarsveld and David Walker. Title: Customer incivility in the moment: Immediate and delayed reactions to customer verbal and non-verbal behaviour. ($128,954)
2016 David Sobey Centre for Innovation in Retailing and Services. Feng Liu and David Walker. Title: Tit-for-Tat: A study on mistreatment behaviors in real-time interactions between service employees and customers. ($9,861)
2014 SSHRC Insight Development Grant. David Walker and Danielle van Jaarsveld. Title: What makes an employee snap? Uncivil interaction content. ($74,918)
2012 SSHRC Insight Grant. Danielle van Jaarsveld and David Walker. Title: Organization-level customer mistreatment from the human resources perspective. ($122,806)
2009 Citation of Excellence Award (Emerald Management Reviews)
David’s research has received extensive media coverage. He has appeared on CBC television and radio, and numerous talk radio programs, to discuss his customer service research. The following is a selection of recent research coverage:
- CBC web: http://www.cbc.ca/news/canada/british-columbia/call-centre-research-1.3893464
- CKNW: https://omny.fm/shows/steele-drex/better-customer-service-by-not-being-a-jerk
- CBC On the Coast (begin at 1:00:00): http://www.cbc.ca/news/canada/british-columbia/programs/onthecoast/december-12-2016-1.3893712
- CBC Radio West (begin at 10:00): http://www.cbc.ca/news/canada/british-columbia/programs/radiowest/5-6-00-pm-1.3893970?autoplay=true
- Consumer Affairs: https://www.consumeraffairs.com/news/for-better-customer-service-use-positive-language-and-focus-on-the-problem-121316.html
- Huffington Post Quebec: http://quebec.huffingtonpost.ca/2016/12/12/comment-recevoir-un-bon-service-a-la-clientele-restez-poli-et-pesez-vos-mots-dit-une-etude_n_13588968.html
- Science Magazine: http://scienmag.com/get-better-customer-service-by-choosing-your-words-wisely/