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 journalArticlepeer-review

37 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

Fingerprint

Dive into the research topics of 'Customer sexual harassment and frontline employees' service performance in China'. Together they form a unique fingerprint.

Cite this