First Advisor
Liu-Qin Yang
Term of Graduation
January 2025
Date of Publication
1-1-2025
Document Type
Dissertation
Language
English
Subjects
affective shift, Customer sexual harassment, psychological detachment, service work, supervisor preventive behaviors
Physical Description
1 online resource ( pages)
Abstract
The current study explores how and why customer sexual harassment (CSH) experienced by service workers may lead to instigated incivility towards customers in the same week. Specifically, following the tenets of Personality Systems Interaction theory (PSI; Kuhl et al., 2000) and the affective shift model (Bledow et al., 2011; Yang et al., 2016), I hypothesized that week-level affective shifts mediate this relationship, such that upshifts in anxiety and downshifts in self-assurance govern changes in motivational and cognitive functions that impair the employee’s ability to provide good customer service. Further, supervisor preventive behaviors and psychological detachment are proposed as interventions that may lead to a departure from the mistreatment spiral by weakening the indirect effect of CSH on instigated incivility, drawing from the PSI theoretical mechanisms of systems conditioning and self-relaxation, respectively. The hypotheses proposed in this study were not supported. The theoretical and practical implications from this and other findings are discussed, as well as the limitations and opportunities for future research.
Rights
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Recommended Citation
Wolburg Martinez, Fernanda, "Exploring the Pathway from Customer Sexual Harassment to Instigated Incivility in Service Employees" (2025). Dissertations and Theses. Paper 6872.