This article analyses how employees in the service sector respond to sexual harassment from customers and attempts to explain why this is so. There are only a small number of previous studies examining the issue of customer-perpetrated sexual harassment. Those that have been conducted have detailed the nature and prevalence of sexual harassment from customers, but this research lags behind employee experience and some emerging policy responses to this issue. The extant literature, whilst growing, remains largely limited to documenting the phenomenon. In this article, we attempt to create a deeper analysis of customer-perpetrated harassment by conducting a new review of the literature to develop propositions about how employees respond to it and the factors that influence their responses. These propositions are analysed in relation to a qualitative pilot study with 15 interviewees who had experienced sexual harassment from customers to understand how they reacted and why. The article shows how the social norms and precarious working conditions of the service sector constrain employees from seeking formal redress, leading to the enactment of informal coping strategies and temporary contestations of the situation. This research is important for building our understanding of the influence of workplace context for framing employee responses to customer sexual harassment.

This article examines how employees respond to sexual harassment from customers in the workplace. Employing a qualitative method to facilitate a rich understanding, this study uses exploratory interviews with university students working in retail and hospitality in Australia to examine their experiences of customer-perpetrated harassment, the constraints they face in exercising 'employee voice', factors that structure and perpetuate 'employee silence', and the actions that employees take in this situation. Preliminary findings indicate that the employees face difficulty responding to customer-perpetrated sexual harassment due to the constraints of contextual factors, including working conditions, social norms, and the nature of sexual harassment as a workplace problem. While silence is the norm, some employees use informal voice, which has a limited impact because of the power differentials between employees and managers. Other employees use informal coping strategies, which this article coins as 'buffering'. This research is important for understanding the experience of vulnerable employees and for providing insight into potential barriers to eliminate sexual harassment from customers in the workplace.

The year 2021 has been momentous for women at work in Australia. Two key themes loom large: first, the highly gendered impact of the COVID-19 pandemic on paid and unpaid work, and second, the ongoing crisis of persistent gender-based disrespect and violence in Australian workplaces. Both have prompted escalating demands for change to provide women with better jobs, improve the balance between work and care, and ensure more respect at work. This article examines these issues, briefly analyses the 2021–22 Federal Budget and parental leave policy in Australia a decade after a national scheme commenced, and foreshadows several issues on women and work to watch in 2022.

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