Please find below a recent Human Relations OnlineFirst article that may be of interest to you:
Customer sexual harassment and frontline employees' service performance in China
Xiao-Yu Liu, Ho Kwong Kwan, and Randy K Chiu
Human Relations published online ahead of print 10 October 2013
DOI: 10.1177/0018726713493028
http://hum.sagepub.com/cgi/content/abstract/0018726713493028v1
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.
Best wishes
Claire Castle
Managing Editor, Human Relations
Telephone: +44 (0)7432740583
Email: c.castle@tavinstitute.org
Website: www.humanrelationsjournal.org
OnlineFirst forthcoming articles: http://hum.sagepub.com/content/early/recent
Submission guidance: http://www.tavinstitute.org/humanrelations/submit_paper.html
Human Relations 2012 Impact Factor:
2-year impact factor: 1.938
5-year impact factor: 2.901
Source: 2012 Journal Citation Reports® (Thomson Reuters, 2013)
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