Shelters from the storm: a daily investigation of customer sexual harassment and organizational resources as moderators
本文通过10天经验取样法调查韩国呼叫中心员工，发现女性更常遭遇日常客户性骚扰，这降低了她们的工作满意度和投入，而组织支持和培训能缓解对满意度的负面影响。
Purpose This paper investigates gender disparities, daily repercussions, and organizational implications related to customer sexual harassment (CSH) of service workers. Design/methodology/approach This study employed an experience sampling method across 10 days involving 71 call center employees in South Korea. Findings Women encountered significantly more instances of daily CSH, which eroded their daily job satisfaction and work engagement. Perceived organizational support and effective customer-service training mitigated the within-person relationship between CSH and job satisfaction, though not work engagement. Practical implications Female service employees are more susceptible to daily CSH, likely due to gender-role spillover. They require more robust organizational support and effective customer-service training to buffer the detrimental impacts of CSH on their daily job satisfaction. Originality/value In an attempt to understand sexual harassment as a daily experience, this research highlights gender differences in exposure to sexual harassment in workplaces no longer dominated by men and emphasizes the role of organizational resources in alleviating the adverse effects of daily CSH on service employees' well-being.