A Perfect Storm: Customer Sexual Harassment as a Joint Function of Financial Dependence and Emotional Labor

Timothy G. Kundro, Vanessa Burke, Alicia A. Grandey, Gordon M. Sayre

Research output: Contribution to journalArticlepeer-review

3 Scopus citations

Abstract

Sexual harassment from customers is prevalent and costly to service employees and organizations, yet little is known about when and why customers harass. Based on a theoretical model of power in organizations, we propose that sexual harassment is a function of employees’ financial dependence on customers (i.e., tips) and deference to customers with emotional labor (“service with a smile”) jointly activating customer power. With a field survey study of tipped employees who vary in financial dependence and emotional display requirements (Study 1), and an online experiment that manipulates financial dependence and emotional displays from the customer’s perspective (Study 2), our results confirm that these contextual factors jointly increase customer power and thus sexual harassment. Our research has important practical implications, suggesting that organizations can reduce customer sexual harassment by changing compensation models or emotional labor expectations in service contexts.

Original languageEnglish (US)
Pages (from-to)1385-1396
Number of pages12
JournalJournal of Applied Psychology
Volume107
Issue number8
DOIs
StatePublished - 2022

All Science Journal Classification (ASJC) codes

  • Applied Psychology

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