Table II Codes for the category “Factors... | Emerald Publishing

Table II

Codes for the category “Factors leading to emotionally charged interactions in food banks” with interview excerpts

Code	Excerpt
Shame Visiting the food bank is a shameful experience for food bank users, because the visit at the food bank makes them aware that they are partly socially excluded	“[…] It is a psychological moment. They should not feel shame. They should not have the feeling that what they get is not valuable, and it is just food that others do not want to eat any longer. There would be no dignity” (Manager at the German food bank, female, 70–80 years old) “You always need to take into account that there are also people who feel ashamed. I need to admit there are a few families who ask me to prepare a food bag and ask me if I could bring it to them. I do not say to their home, but to an agreed place, because they are ashamed to come here” (Vice president at the Italian Caritas, male, 50–60 years old)
Gratitude Food bank volunteers expect food bank users to show gratitude for their service	“They [food bank users] have hardly anything left to live. We often hear from our guests, if we would not exist, they would not know how to make ends meet […]” (Volunteer at the German food bank, female, 60–70 years old) “Some are happy. […] Indeed, before they leave they come to the kitchen and thank us. They are so glad for what we have prepared” (Volunteer at the Italian Caritas, female, 40–50 years old)
Need Food bank volunteers have a particular understanding of need, and be deserving to receive food aid. They expect users to behave aligned to this understanding, e.g. come regularly. If users do not show this behavior they are punished or blamed	“If they are not coming without an excuse more than three times, they are dropped from the list and then a new one is coming. We suppose they are not in need” (Volunteer at the German food bank, female, 60–70 years old) “It is the crumbs that matter, right? We need to recover the maximum quantities of food waste, to feed the people who have nothing. If you are in need, then even the crumbs can count” (Volunteer at the Italian food bank, female, 20–30 years old)
Dissatisfaction Food bank beneficiaries show different forms of negative reactions concerning their food bank experiences and interactions at the food bank	“There are a lot of people coming, and we have a limited number of people here. If we offer the products and someone just says ‘yeah’ [expression of dissatisfaction with product, but does not want to refuse], some team members do not like it” (Volunteer at the German food bank, male, 60–70 years old) “A lady loaded up pictures on Facebook of the food we gave her and said this is the crap that they gave me at Caritas today” (Manager at the Italian Caritas, male, 50–60 years old)

Code	Excerpt
ShameVisiting the food bank is a shameful experience for food bank users, because the visit at the food bank makes them aware that they are partly socially excluded	“[…] It is a psychological moment. They should not feel shame. They should not have the feeling that what they get is not valuable, and it is just food that others do not want to eat any longer. There would be no dignity” (Manager at the German food bank, female, 70–80 years old)“You always need to take into account that there are also people who feel ashamed. I need to admit there are a few families who ask me to prepare a food bag and ask me if I could bring it to them. I do not say to their home, but to an agreed place, because they are ashamed to come here” (Vice president at the Italian Caritas, male, 50–60 years old)
GratitudeFood bank volunteers expect food bank users to show gratitude for their service	“They [food bank users] have hardly anything left to live. We often hear from our guests, if we would not exist, they would not know how to make ends meet […]” (Volunteer at the German food bank, female, 60–70 years old)“Some are happy. […] Indeed, before they leave they come to the kitchen and thank us. They are so glad for what we have prepared” (Volunteer at the Italian Caritas, female, 40–50 years old)
NeedFood bank volunteers have a particular understanding of need, and be deserving to receive food aid. They expect users to behave aligned to this understanding, e.g. come regularly. If users do not show this behavior they are punished or blamed	“If they are not coming without an excuse more than three times, they are dropped from the list and then a new one is coming. We suppose they are not in need” (Volunteer at the German food bank, female, 60–70 years old)“It is the crumbs that matter, right? We need to recover the maximum quantities of food waste, to feed the people who have nothing. If you are in need, then even the crumbs can count” (Volunteer at the Italian food bank, female, 20–30 years old)
DissatisfactionFood bank beneficiaries show different forms of negative reactions concerning their food bank experiences and interactions at the food bank	“There are a lot of people coming, and we have a limited number of people here. If we offer the products and someone just says ‘yeah’ [expression of dissatisfaction with product, but does not want to refuse], some team members do not like it” (Volunteer at the German food bank, male, 60–70 years old)“A lady loaded up pictures on Facebook of the food we gave her and said this is the crap that they gave me at Caritas today” (Manager at the Italian Caritas, male, 50–60 years old)