Customer sexual harassment and frontline employees’ service performance in China.

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  • Additional Information
    • Publication Year:
      2014
    • Subject Terms:
    • Author-Supplied Keywords:
      affective delivery
      China
      customer sexual harassment
      display rules
      service performance
      traditionality
    • NAICS/Industry Codes:
      NAICS/Industry Codes 238299 All other building equipment contractors
      236220 Commercial and Institutional Building Construction
      722511 Full-Service Restaurants
    • 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. [ABSTRACT FROM PUBLISHER]
    • Abstract:
      Copyright of Human Relations is the property of Sage Publications Inc. and its content may not be copied or emailed to multiple sites or posted to a listserv without the copyright holder's express written permission. However, users may print, download, or email articles for individual use. This abstract may be abridged. No warranty is given about the accuracy of the copy. Users should refer to the original published version of the material for the full abstract. (Copyright applies to all Abstracts.)
    • ISSN:
      00187267
    • Accession Number:
      94586857
  • Citations
    • ABNT:
      LIU, X.-Y.; KWAN, H. K.; CHIU, R. K. Customer sexual harassment and frontline employees’ service performance in China. Human Relations, [s. l.], v. 67, n. 3, p. 333, 2014. Disponível em: http://widgets.ebscohost.com/prod/customlink/proxify/proxify.php?count=1&encode=0&proxy=&find_1=&replace_1=&target=http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edb&AN=94586857&authtype=sso&custid=s5834912. Acesso em: 9 jul. 2020.
    • AMA:
      Liu X-Y, Kwan HK, Chiu RK. Customer sexual harassment and frontline employees’ service performance in China. Human Relations. 2014;67(3):333. http://widgets.ebscohost.com/prod/customlink/proxify/proxify.php?count=1&encode=0&proxy=&find_1=&replace_1=&target=http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edb&AN=94586857&authtype=sso&custid=s5834912. Accessed July 9, 2020.
    • AMA11:
      Liu X-Y, Kwan HK, Chiu RK. Customer sexual harassment and frontline employees’ service performance in China. Human Relations. 2014;67(3):333. Accessed July 9, 2020. http://widgets.ebscohost.com/prod/customlink/proxify/proxify.php?count=1&encode=0&proxy=&find_1=&replace_1=&target=http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edb&AN=94586857&authtype=sso&custid=s5834912
    • APA:
      Liu, X.-Y., Kwan, H. K., & Chiu, R. K. (2014). Customer sexual harassment and frontline employees’ service performance in China. Human Relations, 67(3), 333.
    • Chicago/Turabian: Author-Date:
      Liu, Xiao-Yu, Ho Kwong Kwan, and Randy K Chiu. 2014. “Customer Sexual Harassment and Frontline Employees’ Service Performance in China.” Human Relations 67 (3): 333. http://widgets.ebscohost.com/prod/customlink/proxify/proxify.php?count=1&encode=0&proxy=&find_1=&replace_1=&target=http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edb&AN=94586857&authtype=sso&custid=s5834912.
    • Harvard:
      Liu, X.-Y., Kwan, H. K. and Chiu, R. K. (2014) ‘Customer sexual harassment and frontline employees’ service performance in China’, Human Relations, 67(3), p. 333. Available at: http://widgets.ebscohost.com/prod/customlink/proxify/proxify.php?count=1&encode=0&proxy=&find_1=&replace_1=&target=http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edb&AN=94586857&authtype=sso&custid=s5834912 (Accessed: 9 July 2020).
    • Harvard: Australian:
      Liu, X-Y, Kwan, HK & Chiu, RK 2014, ‘Customer sexual harassment and frontline employees’ service performance in China’, Human Relations, vol. 67, no. 3, p. 333, viewed 9 July 2020, .
    • MLA:
      Liu, Xiao-Yu, et al. “Customer Sexual Harassment and Frontline Employees’ Service Performance in China.” Human Relations, vol. 67, no. 3, Mar. 2014, p. 333. EBSCOhost, widgets.ebscohost.com/prod/customlink/proxify/proxify.php?count=1&encode=0&proxy=&find_1=&replace_1=&target=http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edb&AN=94586857&authtype=sso&custid=s5834912.
    • Chicago/Turabian: Humanities:
      Liu, Xiao-Yu, Ho Kwong Kwan, and Randy K Chiu. “Customer Sexual Harassment and Frontline Employees’ Service Performance in China.” Human Relations 67, no. 3 (March 2014): 333. http://widgets.ebscohost.com/prod/customlink/proxify/proxify.php?count=1&encode=0&proxy=&find_1=&replace_1=&target=http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edb&AN=94586857&authtype=sso&custid=s5834912.
    • Vancouver/ICMJE:
      Liu X-Y, Kwan HK, Chiu RK. Customer sexual harassment and frontline employees’ service performance in China. Human Relations [Internet]. 2014 Mar [cited 2020 Jul 9];67(3):333. Available from: http://widgets.ebscohost.com/prod/customlink/proxify/proxify.php?count=1&encode=0&proxy=&find_1=&replace_1=&target=http://search.ebscohost.com/login.aspx?direct=true&site=eds-live&db=edb&AN=94586857&authtype=sso&custid=s5834912