Gender Differences in Clerical Workers' Disputes over Tasks, Interpersonal Treatment, and Emotion
研究发现女性文职工作者比男性更常用“性格冲突”来描述任务、人际和情感纠纷，而机构纠纷处理机制（如工会申诉程序或开放政策）难以解决这类问题，导致女性通过横向调岗来应对，进而削弱其人力资本。
Although more than a quarter of American women work in clerical and administrative support jobs, little is known about the day-to-day experience of clerical work. We explore workplace dispute resolution among women and men clerical workers, focusing on how they define and resolve “personality conflicts.” “Personality conflict” is a label women clerical workers tend to use more than men to describe disputes over how tasks should be accomplished, interpersonal treatment, and emotional issues. In-depth interview data from two contrasting firms indicate that institutional dispute processing forums (a union-negotiated grievance procedure in “Firm A” and an open-door policy in “Firm B”) are ill-equipped to handle personality conflicts, causing women to laterally transfer, which in turn reduces their human capital. We suggest that workplace dispute resolution is an intra-organizational process which may create, maintain, or nullify employment inequality.