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Social and Behavioral Sciences Commons™
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Full-Text Articles in Social and Behavioral Sciences
Coping With Customer Sexual Harassment: Examining Retaliation As A Coping Strategy And Testing A Contextual Model, Valerie J. Morganson
Coping With Customer Sexual Harassment: Examining Retaliation As A Coping Strategy And Testing A Contextual Model, Valerie J. Morganson
Psychology Theses & Dissertations
Research has established that customer sexual harassment (CSH) is a widespread and harmful workplace phenomenon. This dissertation consists of two studies on the topic. The first sought to operationalize a measure of coping with customer sexual harassment. In addition to three traditional factors of sexual harassment coping (i.e., external, internal, and social), Study 1 predicted that worker retaliation toward the customer would constitute an additional form of coping with CSH. The measure of coping was tested using a sample of 200 women customer service workers. Data were analyzed using factor analysis. As expected, retaliation was supported as a coping strategy, …
Service Employees Give As They Get: Internal Service As A Moderator Of The Service Climate-Service Outcomes Link, L. A. Witt
L. A. Witt
No abstract provided.
When Conscientiousness Isn’T Enough: Emotional Exhaustion And Call Volume Performance Among Call Center Customer Service Representatives
L. A. Witt
No abstract provided.