The Unique Aesthetics of Organizational Climate that Contribute to the Prevalence of Sexual Harassment Incidents within the Restaurant Industry

Dawson, Mary; Russen, Michelle; Lee, Lindsey; Madera, Juan M.

doi:10.1080/15378020.2021.1896941

Cited by 7 publications

(13 citation statements)

References 67 publications

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“…Moreover, the data reveals a weak foundation for the protection of workers from customer abuse and ensuring management action against such behavior. Dawson et al (2021) highlight the crucial role of a proactive and supportive management to tackle sexual harassment in an environment where the 'customer is king', suggesting the need for training both managers and employees. These authors suggest training for managers on steps and tools to keep the workplace free from sexual harassment and training for employees on how to reject sexual advances to protect themselves.…”

Section: Discussionmentioning

confidence: 99%

“…In seeking to understand the endemic nature of sexual harassment in hospitality work, Dawson et al (2021), Minnotte and Legerski's (2019), Poulston (2008) and Yagil et al (2008) highlight the structural features of the industry which serve to create an environment which encourages and tolerates sexual harassment and, arguably, makes such behavior inevitable. Furthermore, hospitality work is widely recognised to be precarious and is challenging in both workplace and wider lifestyle terms (Dreier et al, 2018;Knox, 2016).…”

Section: Sexual Harassment By Customers In the Hospitality Industrymentioning

confidence: 99%

“…Moreover, the manner in which many service organizations explicitly focus on the appearance and related use of dress codes and uniforms of employees to recruit for and further enhance the attractiveness of employees has been found to create a climate where managers, employees, and customers see sexual harassment as a routine and normalized part of the service being offered (see e.g., Warhurst & Nickson, 2009 for a discussion of how many service organizations either tacitly or overtly encourage sexualization through their esthetic labor demands). Other elements noted by Dawson et al (2021), Minnotte and Legerski's (2019), Poulston (2008) and Yagil (2008) include the reality that many hospitality organizations are SMEs so may not have formal policies on sexual harassment and the triggering effect of alcohol and drugs, which often serve as a catalyst for inappropriate customer behavior and sexual harassment.…”

Section: Sexual Harassment By Customers In the Hospitality Industrymentioning

confidence: 99%

“…Other elements noted by Dawson et al. (2021), Minnotte and Legerski's (2019), Poulston (2008) and Yagil (2008) include the reality that many hospitality organizations are SMEs so may not have formal policies on sexual harassment and the triggering effect of alcohol and drugs, which often serve as a catalyst for inappropriate customer behavior and sexual harassment.…”

Section: Sexual Harassment By Customers In the Hospitality Industrymentioning

confidence: 99%

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‘He is the customer, I will say yes’: Notions of power, precarity and consent to sexual harassment by customers in the gay tourism industry

Hadjisolomou

Nickson

Baum

2023

Gender Work & Organization

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This article explores the sexualized nature of the gay tourism industry and examines how ‘pink dollar’ organizations tacitly encourage incidences of sexual harassment from customers. Drawing on qualitative data from two popular gay tourism destinations, the article shows the embeddedness of sex, as a selling point, in the industry which creates blurred lines between service, sexuality, and sex. This consequently leads to sexual harassment by customers which is accepted and to which workers consent. Consent is driven by the hyper‐sexualization of the workplace and the power imbalance within the service triangle and the interaction with the customer and the precarious nature of the sector. Mirroring Burawoy’s (1979) idea of employees consenting (giving in) to organizational norms, we contribute to theory by suggesting that the power imbalance constructed within the service triangle gives high interactive power to the customer to harass workers without evident consequences for their misbehavior, whilst the latter consent and accept this as part of the job, due to the limited support from management.

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Section: Discussionmentioning

confidence: 99%

Section: Sexual Harassment By Customers In the Hospitality Industrymentioning

confidence: 99%

Section: Sexual Harassment By Customers In the Hospitality Industrymentioning

confidence: 99%

Section: Sexual Harassment By Customers In the Hospitality Industrymentioning

confidence: 99%

See 2 more Smart Citations

‘He is the customer, I will say yes’: Notions of power, precarity and consent to sexual harassment by customers in the gay tourism industry

Hadjisolomou

Nickson

Baum

2023

Gender Work & Organization

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“…Autonomy contributes by placing financial stability in the hands of others as optional, and dependent upon their judgement (Fletcher, 2015;ROC United, 2015). Issues of class, race, gender and sexuality, including sexual harassment, have been linked with tipping practices and continue to present real barriers for restaurant managers and staff (Chen & Chen, 2017;Dawson et al, 2021;Dirks & Rice, 2004;McAdams & von Massow, 2017;Ting, 2017). In an industry which experienced a 70% turnover at pre-pandemic levels and in which workers disproportionately experience poverty, the implications for returning to a prepandemic normal without consideration of how younger generations are interpreting tipping may have adverse effects for those not strategically considering the future of compensation in food service.…”

Section: Perception Of Tipping As Part Of Food Servicementioning

confidence: 99%

The Future of Tipping in Hospitality: An Exploratory Study on Consumer Attitude in Canada

Charlebois¹,

Riddle²,

Music³

2022

IJBM

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This exploratory study examines the perception of gratuity behaviours in Canada during the COVID-19 pandemic. Using a nationwide survey, results were analyzed using statistical and cross tabulation analysis and interpreted through a prosocial spending framework to understand consumer behaviour in which food service patrons perceive emotional benefits from the experience. We find tipping is still strongly supported and most do not anticipate this to change. Social expectations of tipping amounts have not changed and remain at 15% (restaurant) and 10% (deliveries). Though most respondents perceive an increase in social expectations during the pandemic, there seems to be a slight decrease in support for tipping with the youngest age range and more supportive of tipping alternatives. Financial impacts of income loss may have contributed to less use of tipped services but does not seem to affect tipping behaviours. With people feeling in control of their own decisions, and perceive it as benefiting others and enabling connection, there is still strong support for tipping as a social norm.

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The impact of customer sexual harassment on customer-oriented OCB: a social exchange perspective

Hong

Zhou

et al. 2023

IJCHM

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Purpose Drawing on social exchange theory, this study aims to investigate the relation of customer sexual harassment (CSH) and customer-oriented organizational citizenship behaviors (customer-oriented OCB), as well as the mediation of customer–employee exchange (CEX) and the moderation of hostile attribution bias. Design/methodology/approach The hypotheses were examined through a field study performed in six hotels in three Chinese cities and an experimental study. Findings The results revealed that CSH undermined the quality of CEX, leading employees to withdraw from customer-oriented OCB. Additionally, the hostile attribution bias of service employees reinforced the direct relationship between CSH and CEX and its indirect relationship with customer-oriented OCB via CEX. Practical implications The findings suggest that hospitality organizations should endeavor to reduce the occurrence of CSH, and that by valuing and encouraging the development of high-quality CEX, they can mitigate its detrimental effects. Special attention should also be paid to hospitality employees holding strong hostile attribution bias. Originality/value First, to the best of the authors’ knowledge, this is one of the first studies to explore the influence of CSH on customer-oriented OCB among hotel employees. In addition, examining the effect of CSH from the social exchange perspective represents a new theoretical approach. The finding also contributes to the literature on CEX by identifying an important antecedent. Finally, by investigating hostile attribution bias as a moderator, this research provides insights into how individual differences moderate the destructive influence of CSH.

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The Unique Aesthetics of Organizational Climate that Contribute to the Prevalence of Sexual Harassment Incidents within the Restaurant Industry

Cited by 7 publications

References 67 publications

‘He is the customer, I will say yes’: Notions of power, precarity and consent to sexual harassment by customers in the gay tourism industry

‘He is the customer, I will say yes’: Notions of power, precarity and consent to sexual harassment by customers in the gay tourism industry

The Future of Tipping in Hospitality: An Exploratory Study on Consumer Attitude in Canada

The impact of customer sexual harassment on customer-oriented OCB: a social exchange perspective

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