“I Didn't Recognize It as a Bad Experience until I was Much Older”: Age,Experience, and Workers’ Perceptions of Sexual Harassment

Analyzing interview data from 33 women and men, we examine how perceptions of sexual harassment are linked to age, experience, and historical context. Participants described workplace experiences from adolescence into their late twenties. Three themes emerged. First, as adolescents, respondents perceived some of the sexualized interactions they experienced at work as fun. Second, while participants did not define some of their early experiences as sexual harassment at the time, they do so today. Finally, participants suggested that prior work experiences changed their ideas about workplace interactions and themselves as workers. In sum, we find age is a fundamental dimension of power shaping individuals’ perceptions of sexualized interactions at work.     

‘Something to Deal With’: Customer Sexual Harassment and Women's Retail Service Work in Canada

While sexual harassment in the workplace has been extensively researched over the past two decades, the majority of studies have focused on employer–employee or co-worker relationships. In contrast, the issue of ‘customer sexual harassment’ (i.e. the sexual harassment of employees by customers) has been less explicitly explored. This paper examines customer sexual harassment in the Canadian context, drawing on a study of 63 female retail service workers and 20 security workers. It focuses on the nature, prevalence, and consequences of this form of harassment for women who work in various jobs in retail sales (e.g. flower shops, book shops). Findings from the study suggest that customer sexual harassment is a significant problem. Not only have a majority of women been sexually harassed by customers in their current job, but they appear to be highly constrained in dealing with such behaviour. To the extent that the work environment privileges the customer, through its emphasis on customer satisfaction, women are reluctant to confront harassers and may engage in behaviours (e.g. avoiding male customers, being less friendly) which potentially impact their performance on the job. The paper examines the dilemmas facing female workers and the policy issues raised.     

Sexual Harassment in Small‐Town New Zealand: A Qualitative Study of Three Contrasting Organizations

This research investigates women's experiences of sexual harassment in three different organizations in the same New Zealand town. Women working at the local meat‐processing plant, a retail store and a local bank were interviewed about their personal experiences of sexual harassment. The interviews revealed that sexual harassment took different forms and was interpreted and responded to differently in each organization. Women at the meatworks were often socially isolated from other women and had few effective strategies for combating the verbal and physical harassment collectively perpetrated by male employees. In contrast, women at the store had a range of collective coping strategies which enabled them to regard harassment from fellow‐workers and customers as an irritant rather than a serious threat. Women at the bank also had various collective coping strategies, but were more constrained by customer service norms in the organization. These findings are discussed in relation to three key themes; firstly, the influence of the local environment on organizational life; secondly, the effects of differing organizational structures and cultures on the expression and interpretation of sexual harassment and thirdly, the effectiveness of the various ‘communities of coping’ which women develop to combat sexual harassment in the workplace.     

Sexual harassment in contemporary workplaces: Contextualizing structural vulnerabilities

Recent high‐profile cases of unwanted sexual attention in the workplace and the vibrancy of the associated #MeToo movement have drawn attention to the need to continue to explore workplace sexual harassment. In this article, we review existing literature on workplace sexual harassment, with an emphasis on the roles of power and structural vulnerability—key factors underlying sexual harassment. We argue for the need to contextualize structural vulnerabilities, with an eye towards uncovering how dimensions of power and vulnerability vary across workplaces, creating different mechanisms contributing to sexual harassment in specific contexts. With this backdrop, we then use the restaurant service industry as an example to illustrate the unique structural vulnerabilities workers are exposed to in this environment. We conclude with a discussion of the importance of continuing to investigate the dynamics of sexual harassment, especially with work that takes an intersectional approach.     

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

This article analyses how employees in the service sector respond to sexual harassment from customers and attempts to explain why this is so. There are only a small number of previous studies examining the issue of customer‐perpetrated sexual harassment. Those that have been conducted have detailed the nature and prevalence of sexual harassment from customers, but this research lags behind employee experience and some emerging policy responses to this issue. The extant literature, whilst growing, remains largely limited to documenting the phenomenon. In this article, we attempt to create a deeper analysis of customer‐perpetrated harassment by conducting a new review of the literature to develop propositions about how employees respond to it and the factors that influence their responses. These propositions are analysed in relation to a qualitative pilot study with 15 interviewees who had experienced sexual harassment from customers to understand how they reacted and why. The article shows how the social norms and precarious working conditions of the service sector constrain employees from seeking formal redress, leading to the enactment of informal coping strategies and temporary contestations of the situation. This research is important for building our understanding of the influence of workplace context for framing employee responses to customer sexual harassment.     

Sexual Harassment of Women Working as Room Attendants within 5‐Star Hotels

Given the gendered power relations and the isolated nature of women hotel room attendants' working environments, guest‐initiated sexual harassment experienced by room attendants is a significant, under‐investigated problem. This study of women attendants' experiences of sexual harassment was conducted in 5‐star hotels located on the Gold Coast — a notable tourism destination — of Queensland, Australia. Adopting a socialist–feminist critical theory epistemological perspective, the study used a qualitative constructivist grounded theory methodology. The research reveals the pervasiveness of sexual harassment experienced by women hotel room attendants. In particular, this study illuminates the varied forms, meanings and consequences of sexual harassment in a particular organizational context. In focusing on the interacting effects of the gendered nature of the hotel workplace and the hotel workplace culture, the near‐complete ‘normalization’ of sexual harassment within the hotels is revealed. This outcome is a source of considerable concern, with implications for the industry, for employment relations institutions and for public policy.     

Sky Service: The Demands of Emotional Labour in the Airline Industry

Following Hochschild's The Managed Heart, which emphasized the problematic features that emotional labour had for women flight attendants, a critical literature emerged which focused on the more enjoyable aspects of emotional labour in service employee experience. This article draws on this literature and analyses emotional labour as a gendered cultural performance but takes issue with the individualizing and pluralistic tenor in the post‐Hochschild discussions. Using a qualitative and quantitative study of nearly 3000 Australian flight attendants, it focuses on organizational and occupational health and safety variables, as well as sexual harass‐ment and passenger abuse — factors barely discussed by Hochschild's critics. The qualitative data indicate that emotional labour is both pleasurable and difficult at different times for the same individual. Gender is still pivotal, as Hochschild suggested, linking emotional labour with sexual harassment. At the same time, the most significant predictors from the quantitative study of whether emotional labour would be costly were organizational. Variables such as whether flight attendants felt valued by the company show that the airline management context is highly influential in the way in which emotional labour is experienced. As a means of understanding the complex relations in this important and eroticized area of service work where flight attendants, airline crews, airline management and passengers have convergent and conflicting interests, the article also deploys a new concept: ‘demanding publics’, to refer to trangressions of the legitimate boundaries of the service worker.     

‘Doing Something Meaningful’: Gender and Public Service during Municipal Government Restructuring

Research on the gendered dimensions of workplace restructuring often focuses on management strategies and their structural consequences. Less attention is paid to employees’ gendered practices. In this article, we analyse material from in‐depth interviews with front‐line public‐sector employees following a major reorganization of their jobs and workplaces. Our study makes three contributions to theory and research on gender and organizational change. Firstly, it highlights the micro‐level dynamics at the heart of restructuring by showing how workers engaged with an ideal that was central to their understanding of public‐sector work — the public‐service ethic — which they believed was threatened. Secondly, it highlights the importance of gendered meanings and identities in shaping how workers engaged with the public service ethic. Thirdly, the study shows that front‐line employees did not passively accept management plans for change but struggled to resist or transform them in gendered strategies for dealing with organizational change.     

The uses and abuses of time: globalization and time arbitrage in India's outsourcing industries

Globalization has undoubtedly altered our conceptions and experience of time. It has sped up the pace of life and some scholars even suggest that a new temporal order is supplanting ‘natural’ and pre‐existing cycles and rhythms. Yet time is not dissolved in the global circuits of capital. Rather, globalization has brought about a complex mixture of temporal orientations; the workplaces of ‘new economy’, for example, are traversed by novel and retrograde modes of work pace, rhythm and time‐discipline. In this article, I explore the temporal implications of the outsourcing of information technology‐based service work to India. Drawing on fieldwork and interviews with workers, managers and executives in the Indian IT and Business Processing Outsourcing industries, I address the following questions: (1) How are corporations using time arbitrage to reap the full benefits of a globally dispersed labour pool? (2) What impacts are these temporal changes having on the health and social lives of Indian workers? For corporations, time arbitrage means increased efficiency and cost‐savings. But for workers, it results in long hours, an intense work pace, and temporal displacement. Night‐shift employees, such as call centre workers, are particularly vulnerable to such displacement, as manifested in health and safety problems and social alienation. Globalization therefore does not entail the loosening of temporal chains, but their reconfiguration: a combination both rigid and flexible that binds even as it liberates.     

Gendered,Invisible Work in Non‐profit Social Service Organizations: Implications for Worker Health and Safety

Nonprofit organizations (NPOs) play an important role in the provision of health and social services. In Canada the nonprofit sector includes 7.5 million volunteers and employs over 1.6 million paid workers. The sector is overwhelmingly female‐dominated — women make up over 80 per cent of workers in these nonprofit services. Work performed by women has traditionally been undervalued and invisible. It has often been considered safe by researchers, employers, policymakers and sometimes even workers themselves. Although there is some indication that jobs in the restructuring social services sector can be characterized by constant demand, high stress and violence, research into the working conditions and health hazards of these types of jobs has not been a priority. Using data from a qualitative study examining work in NPOs, we trace the ways that work performed in these workplaces is both gendered and invisible. We identify three types of invisible labour. ‘Background work’ facilitates and supports more visible and recognized organizational activities. Certain organizational language obscures the full spectrum of work that takes place in the organizations and the risks it may involve. ‘Empathy work’ includes the relationship building, counselling and crisis intervention that comprise key components of social service delivery. ‘Emotional labour’ involves the management of client emotions and workers' own emotions in the process of working with clients and delivering care under conditions of scarcity and contraction. The invisibility of these activities means that much of the day‐to‐day work done in the organizations, while particularly important in the context of social service restructuring, is taken‐for‐granted and undervalued by organizational outsiders. As a result, many of the hazards present in the jobs are hidden from view and workers' health may be compromised. We argue that the invisibility and taken‐for‐grantedness of certain types of work in NPOs is reflected in, and constitutive of, particular exclusions and shortcomings of current occupational health and safety systems designed to protect the health of workers.     

‘It's Just Acting’: Sex Workers’ Strategies for Capitalizing on Sexuality

This article reports on an ethnographic study of female sex workers in Britain who work in the indoor prostitution markets. The empirical findings contribute to the sex‐as‐labour debate and add to the sociological literature regarding the gendered and sexualized nature of employment, particularly the aesthetic and emotional labour of service work. Grounding the empirical findings in the theory of identity management and emotional labour and work, the article reviews some of the existing examples of how sex workers create emotion management strategies and describes an additional strategy, that of the ‘manufactured identity’. I argue that sex workers create a manufactured identity specifically for the workplace as a self‐protection mechanism to manage the stresses of selling sex as well as crafting the work image as a business strategy to attract and maintain clientele. Drawing on comparisons between sex work and other feminized service occupations, I argue that sex workers who are involved in prostitution under certain conditions are able to capitalize on their own sexuality through the construction of a manufactured identity. The process of conforming to heterosexualized images in prostitution is conceptualized as not simply accepting dominant discourses but as a calculated response made by sex workers to manipulate the erotic expectations and the cultural ideals of the male client.     

The Production of Difference and Maintenance of Inequality: The Place of Young Goan Men in a Post‐Crisis UK Labour Market

This article examines the ways in which young migrant men are constructed as potential employees in a British town where service sector employment, often on a casual or precarious basis, dominates the bottom end of the labour market. Low‐wage jobs in many British towns are now constructed as feminized, low waged and demanding personal skills of empathy and servility. In this context, young men, and especially young men of colour, including recent in‐migrants, are at a disadvantage, constructed by employers, agencies, co‐workers and customers as less eligible workers than ‘locals’. We use the experiences of young men from Goa as a lens though which to trace the ways in which expectations and experiences when looking for employment produce a hierarchical division of labour in precarious jobs at the bottom end of the service sector.     

Foucault,Politics and Organizations: (Re)‐Constructing Sexual Harassment

This article reviews the body of knowledge around workplace sexual harassment. In deploying a Foucauldian analysis, it attempts to argue that this knowledge, as part of the wider discourse on sex, may (re)produce consequences counter to those which its proponents espouse. In particular, the discussion seeks to problematize the status of harassment knowledge as truth; the depiction within this knowledge of ‘good’ and ‘bad’ sex; the roles this knowledge identifies for men and women within the phenomenon of harassment; and the theme within harassment knowledge that sex is central to our existence. The conclusion aims to suggest the ways in which this kind of analysis is useful by addressing the criticisms usually levelled at Foucault's work.     

Perceptions of Effectiveness of Responses to Sexual Harassment in the US Military, 1988 and 1995

This analysis compares patterns of response to the harassment experiences that had the greatest effect on the respondents to the ‘1988 Department of Defense (DoD) Survey of Sex Roles in the Active‐Duty Military’ and Form A of the ‘1995 Armed Forces Sexual Harassment Survey’. We analyse the respondents’ perceptions about effectiveness of their responses, and respondents’ opinions about the efforts of senior military leadership, and their own immediate supervisors’ efforts to ‘make honest and reasonable efforts to stop sexual harassment in the active‐duty military’ ( DoD, 1988 ; Bastian et al., 1996 ). Results indicate that while the military has been somewhat successful in attempts to lower actual incidence of sexual harassment, the percentage of those experiencing such uninvited and unwanted behaviours remains high. Similar patterns of responses in both years, with most employing personal solutions and few filing complaints with officials, may reflect the fact that official DoD policy focuses on individual behaviour and does not address the masculine environmental context that promotes such behaviours (see also Harrell and Miller, 1997 ). Findings also suggest that the ‘no tolerance’ policies adopted by the military may concentrate on the military image but ignore the wishes of the complainants who fear reprisals. If the rights and wishes of all parties involved are not taken into account, policies are unlikely to be successful (see, for example, Rowe, 1996 ).     

Kafka on gender,organization and technology: The role of ‘bureaucratic eros’ in administering change

In this article, it is argued that Kafka's novels are satirical portraits of the workings of ‘bureaucratic eros’ in gendered organizations. In Kafka's tragi‐comical fiction, a sexually perverse and uncreative ‘bureaucratic eros’ — the opposite of the ‘poetic eros’ — administers highly sexualized gender relationships in hierarchical organizations: law, bureaucratic regulation, administration and execution are expressions of the male officials' sexual desires. Given the lustful manifestations of ‘bureaucratic eros’, Kafka reveals that organizational and technological change is not some process of rationalization (as Max Weber suggests), but, instead, must be poetically understood as metamorphosis. In Kafka's comical portraits of metamorphoses, the remnants of old myths, old desires, tribe‐like organizational forms and primitive uses of technology continue to operate in distorting, disorienting, sexually perverse ways. Thereby, ‘bureaucratic eros’ brings about an incomprehensible world of lawlessness and anxiety — a deplorable condition that, Kafka suggests, can only be overcome by fleeing administrative dictates, into the aesthetic sphere.     

Sexual Harassment and the Construction of Ethnographic Knowledge

It is not uncommon for women researchers to experience sexualized interactions, sexual objectification, and harassment as they conduct fieldwork. Nevertheless, these experiences are often left out of ethnographers’ “tales from the field” and remain unaddressed within our discipline. In this article, we use women's experiences with harassment in the field to interrogate the epistemological foundations of ethnographic methodology within the discipline of sociology. Based on more than 50 qualitative interviews, we examine three “fixations” of contemporary ethnography that inform women ethnographers’ understandings of and reactions to harassment in the field. These fixations are solitude, danger, and intimacy. Our data show that these fixations not only put researchers in danger but also have implications for the construction of ethnographic knowledge. They contribute to silence surrounding sexual harassment, and are motivated by and reproduce androcentric norms that valorize certain types of fieldwork. We argue that acknowledging and analyzing experiences with harassment and other unwanted sexual attention in the field is part of a more fully developed understanding of ethnographic research itself.     

Customer First and Customer Sexual Harassment: Some Evidence from the Taiwan Life Insurance Industry

Empirical research suggests that customer sexual harassment is a far more common problem than employee to employee harassment for female salespeople. However, to date, there has been relatively little research conducted on the problem of customer sexual harassment. Insurance salespeople sometimes need to meet customers outside the company, and customer sexual harassment problems may occur. Hence, by using Taiwan's life insurance industry as an example, this study explores three research questions: (1) When the idea of ‘customer first’ is fully recognized by insurance salespeople, does it make the salespeople more tolerant of customer sexual harassment problems? (2) When the idea of customer first is supported by the insurance company, will insurance salespeople expose customer sexual harassment problems? (3) Will insurance salespeople tend to be more tolerant of quid pro quo sexual harassment? A total of 223 full‐time and self‐employed insurance salespeople participated in and completed this study survey. The results showed that the company's attitude may significantly affect the respondents' intention to expose the customer sexual harassment, but the personal belief in ‘customer first’ may not affect the respondents' intention to expose the customer misconduct. Since the three research questions have been less studied in the literature, and customer sexual harassment problems could have serious effects on salespeople, we think the results of this empirical study may have some implications for researchers and practitioners.     

Employer liability for third‐party sexual harassment

While most employers understand the scope of their responsibility to prevent sexual harassment between employees, the scope of an employer's responsibility to prevent sexual harassment by third parties is often less clear. Such third parties may include customers, clients, sales representatives, vendors, investors, or anyone in the workplace who is not a member of the employer's workforce. Although an employer may be unable to easily control non‐employee actions, it is legally obligated to respond to any third‐party sexual harassment of its employees that is brought to the employer's attention. With proper safeguards and remedial action, however, an employer can keep its employees safe from third‐party sexual harassment and protect itself from liability in the process. This Q&A explains employer liability for third‐party sexual harassment, describes the ramifications of an employer's failure to properly address or prevent it, and recommends strategies to reduce an employer's legal exposure.     

Gender,Pubertal Development,and Peer Sexual Harassment Predict Objectified Body Consciousness in Early Adolescence

Objectified body consciousness (OBC)—the tendency to view one's body as an object for others to look at and evaluate—is theorized to emerge during sexual maturation as adolescents, particularly adolescent girls, experience sexual objectification. Although OBC generally is discussed in developmental terms, research so far has examined primarily the experiences of undergraduates and adults. Our goal in this study was to examine early adolescent experiences with OBC and to explicitly test the idea that OBC is linked to experiences of sexual objectification, such as peer sexual harassment, that early adolescents face as their bodies reach maturity. We tested several structural models of OBC and its relation to puberty, peer sexual harassment, and negative body experience. The prevailing model supported OBC theory's premise that pubertal development and peer sexual harassment increase adolescent girls' tendency toward self-surveillance, which in turn leads to greater body shame. Several pathways in the model were not significant for boys.