Journal
AGGRESSION AND VIOLENT BEHAVIOR
Volume 13, Issue 2, Pages 141-152Publisher
PERGAMON-ELSEVIER SCIENCE LTD
DOI: 10.1016/j.avb.2008.03.002
Keywords
aggression; sexual harassment; service; customers; workplace
Ask authors/readers for more resources
Early theory and research on workplace aggression and sexual harassment generally focused on workers as both the source and the target of these behaviors. More recently, however, there has been a recognition that such behaviors are also exhibited by customers. This paper reviews research on customer aggression and sexual harassment in service contexts along the following lines: 1) Antecedents of customer misbehavior as reflected in organizational perceptions (e.g., denial of customer misbehavior, structure of service roles), customer motives (e.g., low level of perceived risk) and role-related risk factors (e.g., dependence on customer. working outside the organization, climate of informality); 2) The effect of customer aggression and sexual harassment on service provider well-being, work-related attitudes and behavior; 3) Coping strategies used by service providers in response to customer aggression and sexual harassment (i.e., problem-solving, escape-avoidance, support-seeking); and 4) A comparison between the main characteristics of aggression and sexual harassment by customers and by insiders. (C) 2008 Elsevier Ltd. All rights reserved.
Authors
I am an author on this paper
Click your name to claim this paper and add it to your profile.
Reviews
Recommended
No Data Available