Sexual harassment and proactive customer service performance: The roles of job engagement and sensitivity to interpersonal mistreatment

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• 作者：Yan Li^a ; ^{liyangigi@xmu.edu.cn" class="auth_mail" title="E-mail the corresponding author}Author Vitae ; Mengyuan Chen^b ; ^{mengyuanshandong@163.com" class="auth_mail" title="E-mail the corresponding author}Author Vitae ; Yijing Lyu^c ; ^{lyuyijing@163.com" class="auth_mail" title="E-mail the corresponding author}Author Vitae ; Canhua Qiu^d ; ^{qiucanhuatongji@163.com" class="auth_mail" title="E-mail the corresponding author}Author Vitae
• 关键词：Sexual harassment ; Proactive customer service performance ; Job engagement ; Sensitivity to interpersonal mistreatment
• 刊名：International Journal of Hospitality Management
• 出版年：2016
• 出版时间：April 2016
• 年：2016
• 卷：54
• 期：Complete
• 页码：116-126
• 全文大小：834 K

文摘

This study examines the relationship between sexual harassment (SH) and proactive customer service performance (PCSP) by focusing on the mediating role of job engagement and the moderating role of sensitivity to interpersonal mistreatment. Drawing on the conservation of resources theory, we propose that SH reduces job engagement and PCSP, and that individuals who are highly sensitive to interpersonal mistreatment are more vulnerable to SH. Using time-lagged data collected from 209 female employees of 18 hotels in China, we find that: (1) SH is negatively related to PCSP; (2) SH negatively affects PCSP via job engagement; and (3) sensitivity to interpersonal mistreatment strengthens the direct effect of SH on job engagement and its indirect effect on PCSP via job engagement.