Applying Psychological Contract Theory to Link Customer Sexual Harassment to Work and Health-Related Outcomes.

Abstract

Service workers often endure sexual harassment from customers in the course of performing their work duties. This article includes two studies based upon psychological contract theory. Customer sexual harassment (CSH) is posited as a psychological contract breach, which predicts an affective response (i.e., psychological contract violation), and in turn, work and health-related outcomes. Both studies tested models using samples of customer service women from various professions. Using path analysis, Study 1 found support for the proposed model, finding significant indirect effects between CSH and emotional exhaustion and affective commitment via psychological contract violation. Study 2 expanded upon the results, finding additional evidence of mediation for burnout (emotional exhaustion, cynicism, professional efficacy), affective commitment, job satisfaction, and turnover intentions. This study adds to growing research highlighting the health and work-related costs of allowing CSH to persist. Results support the application of theory and raise concerns that organizations may be viewed as complicit in CSH, which in turn, is linked with health and job-related outcomes. Examining contract violation, a subjective appraisal of the organization, serves as a contribution to sexual harassment literature, which has focused on appraisal of the harassment itself and has not directly followed from theory. Future research could examine specifics regarding how harassment experiences might impact organizational perceptions via psychological contract theory. Drawing upon CSH and psychological contract literatures, approaches to prevention and intervention are discussed.