David Walker, PhD

Assistant Professor (Tenure)

Faculty of Management
Office: EME 4105
Phone: 250.807.9801
Email: david.walker@ubc.ca

Graduate student supervisor


Courses & Teaching

Undergraduate Courses:
MGMT 230 Organizational Behaviour
MGMT 411 Human Resource Management
MGMT 419k Special Topics in Management – Service Human Resource Management

Graduate Courses:
MGMT 530 Organizational Behaviour
MGMT 533 Human Resources

Biography

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.

Degrees

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

Refereed Publications

Walker, D. D., Kim, S. K., van Jaarsveld, D. D., Restubog, S. L. D., Marrone, M. A., Lagios, C., & Mehdipour, A. (2023). It takes two to tango: A multidisciplinary bibliometric review across six decades of dyadic service encounter research. Journal of Service Management, 34, 970-994. doi.org/ 10.1108/JOSM-08-2022-0286

van Jaarsveld, D. D., Walker, D. D., & Kim, S. K. (November 9, 2022). Encouraging good behavior from your customers. Harvard Business Review. https://hbr.org/2022/11/encouraging-good-behavior-from-your-customers

van Jaarsveld, D. D., Walker, D. D., Restubog, S. L. D., Skarlicki, D., Chen, Y., & Frické, P. H. (2019). Unpacking the relationship between customer (in)justice and employee turnover outcomes: Can fair supervisor treatment reduce employees’ emotional turmoil? Journal of Service Research. https://doi.org/10.1177/1094670519883949.

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

Other Publications:

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

2023 SSHRC Insight Grant. David Walker and Danielle van Jaarsveld. Title: And just like that, things got worse? The role of key moments in service encounters on customer co-production, customer satisfaction, and employee performance. ($137,900)

2018 SSHRC Insight Grant. David Walker and Danielle van Jaarsveld. Title:|I take it, you can too, or can you? Employee history of mistreatment by customers and abuse of service employees. ($85,547)

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)

Media

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:

 

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