因为我知道它有多痛:通过同理心及其调节因素对顾客性骚扰的员工旁观者干预。

IF 5.9 1区 心理学 Q1 PSYCHOLOGY, APPLIED
Journal of Occupational Health Psychology Pub Date : 2022-06-01 Epub Date: 2021-09-30 DOI:10.1037/ocp0000305
Yijue Liang, YoungAh Park
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引用次数: 7

摘要

顾客性骚扰(CSH)是一个长期存在的问题,损害了许多服务行业的员工福利。反过来,工作场所的旁观者干预对于预防和制止顾客的不当行为以及减轻这种骚扰对工人的有害影响至关重要。然而,以往的研究很少探讨是什么促进了CSH事件中旁观者员工的干预行为。本研究借鉴社会心理学文献中的共情-亲社会行为研究和唤醒:成本-奖励模型,探讨了工作中频繁观察CSH是否与旁观者员工对目标的共情相关,进而与旁观者干预行为正相关。这项研究还测试了两个调节因素,以确定在道德理想主义水平较高和/或对顾客小费依赖程度较低的员工中,同理心是否与旁观者干预更密切相关。采用三个测量点进行了两项在线调查研究,以检验假设(即n 1 = 287名服务工作者;N 2 = 264名服务人员)。路径建模结果支持研究假设。讨论了理论和实践意义,以及局限性和未来的研究议程。(PsycInfo Database Record (c) 2022 APA,版权所有)。
本文章由计算机程序翻译,如有差异,请以英文原文为准。
Because I know how it hurts: Employee bystander intervention in customer sexual harassment through empathy and its moderating factors.

Customer sexual harassment (CSH) is a persistent problem that harms worker well-being in many service industries. In turn, bystander intervention in the workplace is critical for preventing and stopping customers' inappropriate behaviors as well as mitigating the detrimental effects of such harassment on workers. However, previous research has rarely examined what can facilitate bystander employees' intervention behaviors in CSH incidents. Drawing from the empathy-prosocial behavior research and the arousal: Cost-reward model in social psychology literature, this research examines whether frequent observation of CSH at work is related to bystander employees' empathy toward the targets, which then positively relates to bystander intervention behaviors. This research also tests two moderating factors to determine whether empathy is more strongly associated with bystander interventions among employees who have a higher level of moral idealism and/or less reliance on customer tipping. Two online survey studies with three measurement points were conducted to test the hypotheses (i.e., n 1 = 287 service workers; n 2 = 264 service workers). The path modeling results supported the study hypotheses. Theoretical and practical implications are discussed, along with limitations and a future research agenda. (PsycInfo Database Record (c) 2022 APA, all rights reserved).

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来源期刊
CiteScore
8.20
自引率
5.90%
发文量
46
期刊介绍: Journal of Occupational Health Psychology offers research, theory, and public policy articles in occupational health psychology, an interdisciplinary field representing a broad range of backgrounds, interests, and specializations. Occupational health psychology concerns the application of psychology to improving the quality of work life and to protecting and promoting the safety, health, and well-being of workers. This journal focuses on the work environment, the individual, and the work-family interface.
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