Customer sexual harassment and frontline employees' service performance in China

Xiao Yu Liu*, Ho Kwong Kwan, Randy K CHIU

*Corresponding author for this work

    Research output: Contribution to journalJournal articlepeer-review

    62 Citations (Scopus)

    Abstract

    Despite researchers' increasing attention on customer sexual harassment, few studies have investigated its effects on the service performance of frontline employees. This study examined the link between customer sexual harassment, as perceived by frontline employees, and their service performance by focusing on the mediating role of difficulty in maintaining display rules and the moderating role of traditionality. The results from a field survey of 359 supervisor-subordinate dyads in a chain of restaurants in China provided evidence that difficulty in maintaining display rules mediates the negative relationship between customer sexual harassment and service performance. In addition, Chinese traditional values attenuate the relationship between customer sexual harassment and difficulty in maintaining display rules and the mediating effect of difficulty in maintaining display rules. Implications for theory, research and management practice are discussed.

    Original languageEnglish
    Pages (from-to)333-356
    Number of pages24
    JournalHuman Relations
    Volume67
    Issue number3
    DOIs
    Publication statusPublished - Mar 2014

    Scopus Subject Areas

    • Arts and Humanities (miscellaneous)
    • Social Sciences(all)
    • Strategy and Management
    • Management of Technology and Innovation

    User-Defined Keywords

    • affective delivery
    • China
    • customer sexual harassment
    • display rules
    • service performance
    • traditionality

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