Customer sexual harassment and frontline employees’ service performance in China


Abraham, R (1998) Emotional dissonance in organizations: Antecedents, consequences, and moderators. Genetic, Social and General Psychology Monographs 124(2): 229246.
Google Scholar | Medline


Aiken, LS, West, SG (1991) Multiple Regressions: Testing and Interpreting Interactions. Newbury Park, CA: SAGE.
Google Scholar


Anseel, F, Lievens, F, Schollaert, E, Choragwicka, B (2010) Response rates in organizational science, 1995–2008: A meta-analytic review and guidelines for survey researchers. Journal of Business and Psychology 25(3): 335349.
Google Scholar | Crossref | ISI


Aquino, K, Tripp, TM, Bies, RJ (2006) Getting even or moving on? Power, procedural justice, and types of offense as predictors of revenge, forgiveness, reconciliation, and avoidance in organizations. Journal of Applied Psychology 91(3): 653668.
Google Scholar | Crossref | Medline | ISI


Association for the Advancement of Feminism: 2011, Bodily Labor Report. Available at: http://issuu.com/hkaaf (in Chinese).
Google Scholar


Au, K, Kwan, HK (2009) Start-up capital and Chinese entrepreneurs: The role of family. Entrepreneurship Theory and Practice 33(4): 889908.
Google Scholar | Crossref | ISI


Beal, DJ, Trougakos, JP, Weiss, HM, Green, SG (2006) Episodic processes in emotional labor: Perceptions of affective delivery and regulation strategies. Journal of Applied Psychology 91(5): 10531065.
Google Scholar | Crossref | Medline | ISI


Bentler, PM (1990) Comparative fit indexes in structural models. Psychological Bulletin 107(2): 238246.
Google Scholar | Crossref | Medline | ISI


Berdahl, JL, Aquino, K (2009) Sexual behavior at work: Fun or folly? Journal of Applied Psychology 94(1): 3447.
Google Scholar | Crossref | Medline | ISI


Booker, MJ (1998) Can sexual harassment be salvaged? Journal of Business Ethics 17(11): 11711177.
Google Scholar | Crossref | ISI


Brislin, RW (1980) Translation and content analysis of oral and written material. In: Triandis, HC, Berry, JW (eds) Handbook of Cross-Cultural Psychology, Vol. 1. Boston, MA: Allyn and Bacon, 389444.
Google Scholar


Browne, MW, Cudeck, R (1993) Alternative ways of assessing model fit. In: Bollen, KA, Long, JS (eds) Testing Structural Equation Models. Thousand Oaks, CA: SAGE, 136162.
Google Scholar


Chen, ZX, Aryee, S (2007) Delegation and employee work outcomes: An examination of the cultural context of mediating processes in China. Academy of Management Journal 50(1): 226238.
Google Scholar | Crossref | ISI


Cortina, LM, Wasti, SA (2005) Profiles in coping: Responses to sexual harassment across persons, organizations, and cultures. Journal of Applied Psychology 90(1): 182192.
Google Scholar | Crossref | Medline | ISI


Crain, KA, Heischmidt, KA (1995) Implementing business ethics: Sexual harassment. Journal of Business Ethics 14(4): 299308.
Google Scholar | Crossref | ISI


Edwards, JR, Lambert, LS (2007) Methods for integrating moderation and mediation: A general analytical framework using moderated path analysis. Psychological Methods 12(1): 122.
Google Scholar | Crossref | Medline | ISI


Efron, B (1987) Better bootstrap confidence intervals. Journal of the American Statistical Association 82(397): 171185.
Google Scholar | Crossref | ISI


Farh, JL, Earley, PC, Lin, SC (1997) Impetus for action: A cultural analysis of justice and organizational citizenship behavior in Chinese society. Administrative Science Quarterly 42(3): 421444.
Google Scholar | Crossref | ISI


Fitzgerald, LF, Gelfand, MJ, Drasgow, F (1995) Measuring sexual harassment: Theoretical and psychometric advances. Basic and Applied Social Psychology 17(4): 425445.
Google Scholar | Crossref | ISI


Fitzgerald, LF, Swan, S, Magley, VJ (1997) But was it really sexual harassment? Legal, behavioral, and psychological definitions of the workplace victimization of women. In: O’Donohue, W (eds) Sexual Harassment: Theory, Research, and Treatment. Boston, MA: Allyn & Bacon, 528.
Google Scholar


Fu, PP, Tsui, AS, Liu, J, Li, L (2010) Pursuit of whose happiness? Executive leaders’ transformational behaviors and personal values. Administrative Science Quarterly 55(2): 222254.
Google Scholar | SAGE Journals | ISI


Gettman, HJ, Gelfand, MJ (2007) When the customer shouldn’t be king: Antecedents and consequences of sexual harassment by clients and customers. Journal of Applied Psychology 90(3): 757770.
Google Scholar | Crossref | ISI


Grandey, AA (2000) Emotion regulation in the workplace: A new way to conceptualize emotional labor. Journal of Occupational Health Psychology 5(1): 95110.
Google Scholar | Crossref | Medline


Grandey, AA (2003) When ‘the show must go on’: Surface acting and deep acting as determinants of emotional exhaustion and peer-rated service delivery. Academy of Management Journal 46(1): 8696.
Google Scholar | Crossref | ISI


Grandey, AA, Dickter, DN, Sin, HP (2004) The customer is not always right: Customer aggression and emotion regulation of service employees. Journal of Organizational Behavior 25(3): 397418.
Google Scholar | Crossref | ISI


Grandey, AA, Kern, JH, Frone, MR (2007) Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology 12(1): 6379.
Google Scholar | Crossref | Medline | ISI


Gross, JJ (1998a) Antecedent- and response-focused emotion regulation: Divergent consequences for experience, expression, and physiology. Journal of Personality and Social Psychology 74(1): 224237.
Google Scholar | Crossref | Medline | ISI


Gross, JJ (1998b) The emerging field of emotion regulation: An integrative review. Review of General Psychology 2(3): 271299.
Google Scholar | SAGE Journals


Grove, SJ, Fisk, RP (1989) Impression management in services marketing: A dramaturgical perspective. In: Giacalone, RA, Rosenfeld, P (eds) Impression Management in the Organization. Hillsdale, NJ: Erlbaum, 427438.
Google Scholar


Hershcovis, MS, Barling, J (2010) Comparing victim attributions and outcomes for workplace aggression and sexual harassment. Journal of Applied Psychology 95(5): 874888.
Google Scholar | Crossref | Medline | ISI


Hershcovis, MS, Parker, SK, Reich, TC (2010) The moderating effect of equal opportunity support and confidence in grievance procedures on sexual harassment from different perpetrators. Journal of Business Ethics 92(3): 415432.
Google Scholar | Crossref | ISI


Hong Kong Equal Opportunities Commission (2013) Available at: http://www.eoc.org.hk/eoc/graphicsfolder/default.aspx
Google Scholar


Hui, C, Lee, C, Niu, X (2010) The moderating effects of polychronicity and achievement striving on the relationship between task variety and organization-based self-esteem of mid-level managers in China. Human Relations 63(9): 13951416.
Google Scholar | SAGE Journals | ISI


Hui, C, Wong, A, Tjosvold, D (2007) Turnover intention and performance in China: The role of positive affectivity, Chinese values, perceived organizational support and constructive controversy. Journal of Occupational and Organizational Psychology 80(4): 735751.
Google Scholar | Crossref | ISI


Jian, Z, Kwan, HK, Qiu, Q, Liu, ZQ, Yim, FHK (2012) Abusive supervision and frontline employees’ service performance. Service Industries Journal 32(5): 683698.
Google Scholar | Crossref | ISI


Keyton, J, Rhodes, SC (1997) Sexual harassment: A matter of individual ethics, legal definitions, or organizational policy? Journal of Business Ethics 16(2): 129146.
Google Scholar | Crossref | ISI


Lian, H, Ferris, DL, Brown, DJ (2012) Does power distance exacerbate or mitigate the effects of abusive supervision? It depends on the outcome. Journal of Applied Psychology 97(1): 107123.
Google Scholar | Crossref | Medline | ISI


Lin, H (2010) HP previous CEO’s resignation disturbance: Observe sexual harassment in overseas enterprises. East Corporate Culture 11: 5657 (in Chinese).
Google Scholar


Liu, J, Kwan, HK, Wu, LZ, Wu, W (2010) Abusive supervision and subordinate supervisor-directed deviance: The moderating role of traditional values and the mediating role of revenge cognitions. Journal of Occupational and Organizational Psychology 83(4): 835856.
Google Scholar | Crossref | ISI


Luthar, HK, Luthar, VK (2007) A theoretical framework explaining cross-cultural sexual harassment: Integrating Hofstede and Schwartz. Journal of Labor Research 28(1): 169188.
Google Scholar | ISI


Luthar, HK, Luthar, VK (2008) Likelihood to sexually harass: A comparison among American, Indian, and Chinese students. International Journal of Cross Cultural Management 8(1): 5977.
Google Scholar | SAGE Journals


MacKinnon, DP, Lockwood, CM, Williams, J (2004) Confidence limits for the indirect effect: Distribution of the product and resampling methods. Multivariate Behavioral Research 39(1): 99128.
Google Scholar | Crossref | Medline | ISI


Middleton, DR (1989) Emotional style: The cultural ordering of emotions. Ethos 17(2): 187201.
Google Scholar | Crossref | ISI


Morris, JA, Feldman, DC (1996) The dimensions, antecedents, and consequences of emotional labor. Academy of Management Review 21(4): 9861010.
Google Scholar | Crossref | ISI


Munson, LJ, Hulin, C, Drasgow, F (2000) Longitudinal analysis of dispositional influences and sexual harassment: Effects on job and psychological outcomes. Personnel Psychology 53(1): 2146.
Google Scholar | Crossref | ISI


Ng, TWH, Feldman, DC (2010) Organizational tenure and job performance. Journal of Management 36(5): 12201250.
Google Scholar | SAGE Journals | ISI


O’Leary-Kelly, AM, Bowes-Sperry, L, Bates, CA, Lean, ER (2009) Sexual harassment at work: A decade (plus) of progress. Journal of Management 35(3): 503536.
Google Scholar | SAGE Journals | ISI


Parasuraman, A, Zeithaml, VA, Berry, LL (1985) A conceptual model of service quality and its implications for future research. Journal of Marketing 49(4): 4150.
Google Scholar | SAGE Journals | ISI


Pei, Y, Ho, PSY, Ng, ML (2007) Studies on women’s sexuality in China since 1980: A critical review. Journal of Sex Research 44(2): 202212.
Google Scholar | Crossref | Medline | ISI


Podsakoff, PM, MacKenzie, SB, Lee, JY, Podsakoff, NP (2003) Common method biases in behavioral research: A critical review of the literature and recommended remedies. Journal of Applied Psychology 88(5): 879903.
Google Scholar | Crossref | Medline | ISI


Preacher, KJ, Hayes, AF (2004) SPSS and SAS procedures for estimating indirect effects in simple mediation models. Behavior Research Methods, Instruments, and Computers 36(4): 717731.
Google Scholar | Crossref


Rafaeli, A (1989) When clerks meet customers: A test of variables related to emotional expressions on the job. Journal of Applied Psychology 74(3): 385393.
Google Scholar | Crossref | ISI


Raver, JL, Gelfand, MJ (2005) Beyond the individual victim: Linking sexual harassment, team processes, and team performance. Academy of Management Journal 48(3): 387400.
Google Scholar | Crossref | ISI


Schwartz, SJ (1992) Universals in the content and structure of values: Theory and empirical tests in 20 countries. In: Zanna, M (ed.) Advances in Experimental Social Psychology, Vol. 25. Orlando, FL: Academic Press, 165.
Google Scholar | Crossref


Sczesny, S, Stahlberg, D (2000) Sexual harassment over the telephone: Occupational risk at call centres. Work and Stress 14(2): 121136.
Google Scholar | Crossref | ISI


Shrout, PE, Bolger, N (2002) Mediation in experimental and nonexperimental studies: New procedures and recommendations. Psychological Methods 7(4): 422445.
Google Scholar | Crossref | Medline | ISI


Surakka, V, Hietanen, JK (1998) Facial and emotional reactions to Duchenne and non-Duchenne smiles. International Journal of Psychophysiology 29(1): 2333.
Google Scholar | Crossref | Medline | ISI


Thacker, RA (1996) A descriptive study of situational and individual influences upon individuals’ responses to sexual harassment. Human Relations 49(8): 11051122.
Google Scholar | SAGE Journals | ISI


Thacker, RA, Ferris, GR (1991) Understanding sexual harassment in the workplace: The influence of power and politics within the dyadic interaction of harasser and target. Human Resource Management Review 1(1): 2337.
Google Scholar | Crossref


The National People’s Congress (2009) Available at: http://www.npc.gov.cn/npc/xinwen/dfrd/bj/2009–10/20/content_1522038.htm
Google Scholar


Tidd, KL, Lockard, JS (1978) Monetary significance of the affiliative smile: A case for reciprocal altruism. Bulletin of the Psychonomic Society 11(6): 344346.
Google Scholar | Crossref | ISI


Timmers, M, Fischer, AH, Manstead, ASR (1998) Gender motives for regulating emotions. Personality and Social Psychology Bulletin 24(9): 974985.
Google Scholar | SAGE Journals | ISI


Tripp, TM, Bies, RJ, Aquino, K (2002) Poetic justice or petty jealousy? The aesthetics of revenge. Organizational Behavior and Human Decision Processes 89(1): 966984.
Google Scholar | Crossref | ISI


Wei, LQ, Liu, J, Chen, YY, Wu, LZ (2010) Political skill, supervisor-subordinate guanxi and career prospects in Chinese firms. Journal of Management Studies 47(3): 437454.
Google Scholar | Crossref | ISI


Williams, J, MacKinnon, DP (2008) Resampling and distribution of the product methods for testing indirect effects in complex models. Structural Equation Modeling 15(1): 2351.
Google Scholar | Crossref | Medline | ISI


Willness, CR, Steel, P, Lee, K (2007) A meta-analysis of the antecedents and consequences of workplace sexual harassment. Personnel Psychology 60(1): 127162.
Google Scholar | Crossref | ISI


Woodzicka, JA, LaFrance, M (2005) The effects of subtle sexual harassment on women’s performance in a job interview. Sex Roles 53(1/2): 6777.
Google Scholar | Crossref | ISI


Yang, KS, Yu, AB, Yeh, MH (1989) Chinese individual modernity and traditionality: Construction definition and measurement. In: Proceedings of the Interdisciplinary Conference on Chinese Psychology and Behavior, 287354 (in Chinese).
Google Scholar



Source link

Related Posts