Sexual harassment and proactive customer service performance: The roles of job engagement and sensitivity to interpersonal mistreatment

Yan, Li; Chen, Mengyuan; Lyu, Yijing; Qiu, Canhua

doi:10.1016/j.ijhm.2016.02.008

Cited by 74 publications

(114 citation statements)

References 61 publications

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“…Interpersonal sensitivity was measured by asking employees to indicate how they remember and react to other’s negative feeling and attitude; participants indicated their agreement (1 = strongly disagree to 5 = strongly agree) with the four items developed by Li et al (2016) . The representative item is “It makes me angry if my supervisor or coworkers lie to me.” In this study, the Cronbach’ s α for the scale was 0.720.…”

Section: Methodsmentioning

confidence: 99%

The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral Identity

2020

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Although customer mistreatment produces harmful consequences for employees and organizations, our understanding of the boundary conditions of customer mistreatment has largely been neglected. This study examines whether and when customer mistreatment influences employee displaced aggression toward coworkers by demonstrating interpersonal sensitivity and moral identity traits as two critical boundary conditions. Through the analysis of 623 employees’ questionnaire data, the results showed that customer mistreatment was positively related to employee displaced aggression toward coworkers. Furthermore, interpersonal sensitivity exacerbates the effect of customer mistreatment on displaced aggressive behaviors, while moral identity buffering the effect.

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Section: Methodsmentioning

confidence: 99%

The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral Identity

2020

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“…Vettori and Nicolaides [ 14 ] introduced the peril of sexual harassment in the hospitality industry and suggested policies that managers should provide to maintain a safe and ethical working environment. Li et al [ 7 ] cited that employees’ perceived sexual harassment negatively influences their customer-oriented service behavior and its influence increases when the interpersonal relationship is sensitive.…”

Section: Literature Review and Conceptual Modelmentioning

confidence: 99%

“…In particular, people working in an environment that involves strong social interaction and stress, such as deluxe hotels, are exposed to excessive psychological distress [ 4 , 5 ]. Due to this type of stressful working environment [ 6 ], circumstances of workplace harassment inside such organizations are often specifically silenced [ 7 , 8 ]. For this reason, creating an environment in deluxe hotels where sexual harassment does not occur is a very important factor that can determine the success or failure of the organization.…”

Section: Introductionmentioning

confidence: 99%

How Does Sexual Harassment Influence the Female Employee’s Negative Response in a Deluxe Hotel?

Jung

Yoon

2020

IJERPH

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Today, organizations face risky legal and financial consequences stemming from a single sexual harassment event. The purpose of this study was to verify that the sexual harassment, as perceived by female employees, significantly affects their levels of psychological distress and workplace deviant behavior to investigate the moderating role of organizational silence and psychological detachment in the causal relationship. First, this study found that perceived sexual harassment has a negative impact on the female employees’ psychological distress and workplace deviant behavior. This study’s results also demonstrated that psychological distress has a positive impact on workplace deviant behavior. Additionally, the influence of perceived sexual harassment on psychological distress increased when the employees’ psychological detachment was weak. Finally, limitations and future research directions are also discussed.

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“…Workplace Sexual Harassment (WSH) has been viewed from legal, psychological, and public/lay perspectives [5,6]. The legal perspective describes WSH objectively, while the psychological perspective explains WSH through subjective perceptions [7]. As this study focuses on WSH victims' opinions, we define WSH based on the psychological perspective.…”

Section: Introductionmentioning

confidence: 99%

“…Generally, literature depicts that [7,17,24] it is broadly regarded that employees in different occupation encounter WSH from customers, co-workers, supervisors, and subordinates [25,26], which in turn affects organizations and individual victims [6,25], and considered an important and prevalent issue, especially in occupations that involve interpersonal contacts [24,27]. However, there is no generally accepted de nition [5]; there is still a difference in perception, experience, and coping strategies based on gender, context, and ideology [18] and no validated measures to help gain in-depth insights into hospitality WSH.…”

Section: Introductionmentioning

confidence: 99%

Perception and Experiences of Sexual Harassment among Women Working in Hospitality Workplaces of Bahir Dar city, Northwest Ethiopia: A qualitative study

Worke

Koricha

Debelew

2020

Preprint

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Background: Workplace sexual harassment is a public health problem that depends on gender, context, and perceivers ideology. Though studies documented the prevalence and consequences worldwide, the perception, experience, risk, and effects on victims are still at an earlier stage and not well understood in low and middle-income countries, particularly Ethiopia. The issue is worsened among women employees in the hospitality workplace that comprises hotels, bars, restaurants, fast-food establishments, and cafeterias. Hence, this study aimed to explore workplace sexual harassment perception and experience among women in these workplaces.Methods: An exploratory qualitative study was conducted from January 1 to August 30, 2019. Data were collected from women employees, managers, cashiers, and customers from several hospitality workplaces in the Bahir Dar City. The data were collected through focus group discussions, in-depth interviews, and key-informant interviews. Women who experienced sexual harassment were selected using the snowball method, and the key informants were recruited purposefully until the data theoretically saturated. Key informants who were supposed to give adequate information to study objectives were selected. The selection process was based on their responsibility concerning women working in hospitality workplaces. Data were analyzed via the thematic analysis approach using the ATLAS ti version 8.4.24 software package. Results: In this study, six focus group discussions, ten in-depth interviews, and thirteen key informant interviews were conducted. The majority of the participants perceived that sexual harassment is pressuring, threatening, touching, abducting for sexual advances; and experienced verbal, physical, and non-verbal forms. Similarly, the perceived risk factors were organization related, customer-related, victim-related; and the consequences were work-related, health-related, finance-related, and family undermining.Conclusions: Workplace sexual harassment in hospitality workplaces was poorly understood but widely experienced by women. It was also caused by multiple factors and affected both organizational and individual-level factors. Awareness creation campaigns, pre-service education, and in-service training, prevention, and rehabilitation are needed. Likewise, organizational policies and strategies should have to be developed and implemented.

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Sexual harassment and proactive customer service performance: The roles of job engagement and sensitivity to interpersonal mistreatment

Cited by 74 publications

References 61 publications

The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral Identity

The Impact of Customer Mistreatment on Employee Displaced Aggression: The Moderating Effect of Interpersonal Sensitivity and Moral Identity

How Does Sexual Harassment Influence the Female Employee’s Negative Response in a Deluxe Hotel?

Perception and Experiences of Sexual Harassment among Women Working in Hospitality Workplaces of Bahir Dar city, Northwest Ethiopia: A qualitative study

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