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‘But It's Your Job To Be Friendly’: Employees Coping With and Contesting Sexual Harassment from Customers in the Service Sector

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  • Laura Good
  • Rae Cooper

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  • Laura Good & Rae Cooper, 2016. "‘But It's Your Job To Be Friendly’: Employees Coping With and Contesting Sexual Harassment from Customers in the Service Sector," Gender, Work and Organization, Wiley Blackwell, vol. 23(5), pages 447-469, September.
    • Handle: RePEc:bla:gender:v:23:y:2016:i:5:p:447-469
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    References listed on IDEAS

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    1. Chris Warhurst & Dennis Nickson, 2007. "A new labour aristocracy? Aesthetic labour and routine interactive service," Work, Employment & Society, British Sociological Association, vol. 21(4), pages 785-798, December.
    2. Marek Korczynski & Ursula Ott, 2004. "When Production and Consumption Meet: Cultural Contradictions and the Enchanting Myth of Customer Sovereignty," Journal of Management Studies, Wiley Blackwell, vol. 41(4), pages 575-599, June.
    3. Laura K. Brunner & Maryanne Dever, 2014. "Work, Bodies and Boundaries: Talking Sexual Harassment in the New Economy," Gender, Work and Organization, Wiley Blackwell, vol. 21(5), pages 459-471, September.
    4. McDonald, P. & Bailey, J. & Oliver, Damian & Pini, B., 2007. "Compounding Vulnerability? Young Workers' Employment Concerns and the Anticipated Impact of the WorkChoices Act," Australian Bulletin of Labour, National Institute of Labour Studies, vol. 33(1), pages 60-88.
    5. Chang, J & Travaglione, A, 2012. "Gender and Employment-structure Patterns in Australia’s Retail Workforce: An Intra-industry Analysis," Australian Bulletin of Labour, National Institute of Labour Studies, vol. 38(4), pages 315-344.
    6. Patrick Biernacki & Dan Waldorf, 1981. "Snowball Sampling: Problems and Techniques of Chain Referral Sampling," Sociological Methods & Research, , vol. 10(2), pages 141-163, November.
    7. Marek Korczynski & Claire Evans, 2013. "Customer abuse to service workers: an analysis of its social creation within the service economy," Work, Employment & Society, British Sociological Association, vol. 27(5), pages 768-784, October.
    8. Anna Pollert & Andy Charlwood, 2009. "The vulnerable worker in Britain and problems at work," Work, Employment & Society, British Sociological Association, vol. 23(2), pages 343-362, June.
    9. Mick Marchington & Jane Suter, 2013. "Where Informality Really Matters: Patterns of Employee Involvement and Participation (EIP) in a Non-Union Firm," Industrial Relations: A Journal of Economy and Society, Wiley Blackwell, vol. 52, pages 284-313, January.
    10. Sandra Kensbock & Janis Bailey & Gayle Jennings & Anoop Patiar, 2015. "Sexual Harassment of Women Working as Room Attendants within 5-Star Hotels," Gender, Work and Organization, Wiley Blackwell, vol. 22(1), pages 36-50, January.
    11. Sharon C. Bolton & Maeve Houlihan, 2005. "The (mis)representation of customer service," Work, Employment & Society, British Sociological Association, vol. 19(4), pages 685-703, December.
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    Cited by:

    1. Grigorovich, Alisa & Kontos, Pia, 2019. "A critical realist exploration of the vulnerability of staff to sexual harassment in residential long-term care," Social Science & Medicine, Elsevier, vol. 238(C), pages 1-1.
    2. Kate Grosser & Meagan Tyler, 2022. "Sexual Harassment, Sexual Violence and CSR: Radical Feminist Theory and a Human Rights Perspective," Journal of Business Ethics, Springer, vol. 177(2), pages 217-232, May.
    3. Sylvie Vincent-Höper & Mareike Adler & Maie Stein & Claudia Vaupel & Albert Nienhaus, 2020. "Sexually Harassing Behaviors from Patients or Clients and Care Workers’ Mental Health: Development and Validation of a Measure," IJERPH, MDPI, vol. 17(7), pages 1-17, April.
    4. Pat O’Connor & Margaret Hodgins & Dorian R. Woods & Elisa Wallwaey & Rachel Palmen & Marieke Van Den Brink & Evanthia Kalpazidou Schmidt, 2021. "Organisational Characteristics That Facilitate Gender-Based Violence and Harassment in Higher Education?," Administrative Sciences, MDPI, vol. 11(4), pages 1-13, November.
    5. Meraiah Foley & Sarah Oxenbridge & Rae Cooper & Marian Baird, 2022. "‘I’ll never be one of the boys’: Gender harassment of women working as pilots and automotive tradespeople," Gender, Work and Organization, Wiley Blackwell, vol. 29(5), pages 1676-1691, September.
    6. Emily H. Starr, 2022. "“Women of ill repute”: Pariah femininities, retaliatory violence, and the negotiation of rebel identities among women bartenders," Gender, Work and Organization, Wiley Blackwell, vol. 29(3), pages 800-816, May.
    7. Mareike Adler & Sylvie Vincent-Höper & Claudia Vaupel & Sabine Gregersen & Anja Schablon & Albert Nienhaus, 2021. "Sexual Harassment by Patients, Clients, and Residents: Investigating Its Prevalence, Frequency and Associations with Impaired Well-Being among Social and Healthcare Workers in Germany," IJERPH, MDPI, vol. 18(10), pages 1-18, May.
    8. Julia Coffey & David Farrugia & Lisa Adkins & Steven Threadgold, 2018. "Gender, Sexuality, and Risk in the Practice of Affective Labour for Young Women in Bar Work," Sociological Research Online, , vol. 23(4), pages 728-743, December.
    9. Vijayalakshmi, Akshaya & Dev, Pritha & Kulkarni, Vaibhavi, 2022. "Domestic workers and sexual harassment in India: Examining preferred response strategies," World Development, Elsevier, vol. 155(C).

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