NDLI: Exploring Retaliation as a Coping Strategy in Response to Customer Sexual Harassment

Content Provider	Springer Nature Link
Author	Morganson, Valerie J. Major, Debra A.
Copyright Year	2014
Abstract	Sexual harassment has long been studied as a gendered form of discrimination and a way to assert social dominance. Women working in customer service positions regularly cope with customer sexual harassment (CSH). This paper reports two studies that examine retaliation toward the customer as a way for service workers to both assert power and to cope when faced with CSH. The first study predicted that retaliation would share a common superordinate factor structure with four traditional coping strategies (i.e., social, advocacy seeking, avoidance, and negotiation). The second study hypothesized a latent variable model in which retaliation serves as a buffer between CSH and posttraumatic stress. Additionally, customer power was hypothesized as an antecedent to CSH and retaliation. Both studies used samples of women undergraduate students who were employed at least 10 hours per week as customer service workers in the southeastern U.S. The first study (N = 194) found support for the hypothesized factor structure; retaliation was related to, but distinguishable from more traditional styles of sexual harassment coping. The second study (N = 210) found support for the proposed mediational model. Limitations and future directions for research are discussed.
Starting Page	83
Ending Page	94
Page Count	12
File Format	PDF
ISSN	03600025
Journal	Sex Roles
Volume Number	71
Issue Number	1-2
e-ISSN	15732762
Language	English
Publisher	Springer US
Publisher Date	2014-05-25
Publisher Place	Boston
Access Restriction	One Nation One Subscription (ONOS)
Subject Keyword	Sexual harassment Customer service Retaliation Coping Posttraumatic stress Gender Studies Sociology Medicine/Public Health
Content Type	Text
Resource Type	Article
Subject	Gender Studies Developmental and Educational Psychology Social Psychology

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
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4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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