‘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.     

E-commerce law task——A Report of Analysis of ISP in the US,EU and China

Internet is a virtual world that develops so fast that every one access to it now, more and more people who have never met before in the real world can communicate even do business transactions at home or abroad. There are substantial web service providers that provide Internet technical supports for ISP users to create, distribute, storage or receive information.     

STATE POLICIES AND GENDER EARNINGS INEQUALITY: A Multilevel Analysis of 50 U.S. States Based on U.S. Census 2000 Data

This article examines distinct dimensions of state government intervention in labor markets across states in the United States and investigates the effect of these interventions on gender inequality in earnings. Statistical models that take into account the contextual effects of family policies on gender inequality in earnings are constructed. Results from multilevel models show that progressive state institutional environments supportive of norms of equality help female employees catch‐up with their male counterparts with regard to rewards, while states that function as welfare providers and employers exacerbate the gender gap in earnings.     

The strengths of close ties: Taiwanese online entrepreneurship,gender and intersectionality

This article examines entrepreneurs who have started innovative Internet and mobile technology companies in Taiwan because they are at the forefront of industrial changes in the country. Similar to findings in Europe and the USA, education and careers in technology in Taiwan remain dominated by men. However, I argue that the gender inequality of the sector is partly the result of the fact that small new enterprises rely on family support and close social networks. Few women are able to join the sector with male friends and colleagues due to the close social ties of the founding teams (homophily). Among my female interviewees, half have started their nascent companies with their husbands and male partners (husband and wife teams). However, gender, family backgrounds and childcare responsibilities affect both men and women, and the interviewees in my study were open in discussing these personal factors in relation to being entrepreneurs. This article argues that starting an Internet company is a family decision, discussed within the household. Intersectionality, not only gender, explains the founders’ decision to start a company, and their choice of co-founders.     

‘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.     

Domestic Violence Service Providers’ Needs and Perceptions of Technology: A Qualitative Study

There is growing recognition of the need to better understand the intersections between the work of domestic violence service providers and technology. Professionals who work with clients impacted by domestic violence are increasingly using technologies across different aspects of their work, including communicating with other professionals and seeking information and resources via the Internet. The current study used qualitative data from two sources—individual interviews and two focus groups—to learn about domestic violence service providers’ needs and perceptions related to technology use. The results provide insights about technologies used currently, expected benefits of future technological advances, barriers to using technology, and participants’ self-rated levels of comfort with technology.     

Gender and Disability: Feminizing Male Employees with Visible Impairments in Danish Work Organizations

The purpose of this article is to examine how stereotypical gender perceptions relate to employees with physical impairments. This is done by investigating how employees and managers in 13 Danish work organizations draw on stereotypical perceptions of femininity when they talk about their colleague with cerebral palsy, and by examining how these stereotypical perceptions influence the work lives of the participating employees with cerebral palsy — as seen from their own perspective. The empirical point of departure is an interview study conducted in 2013 with 13 employees with cerebral palsy, 44 colleagues and 19 managers. In contrast to the findings of much research on gender and work, this study finds that stereotypically feminized perceptions of employees with cerebral palsy as weak, in need of help, etc., are linked to the impairments of the employee rather than his or her biological sex or the specific gender norms of the particular industry. The analysis of this article thus contributes to increase our understanding of gender processes in work organizations. More specifically, the article shows how impairments intersect with gender perceptions; in this case how the study participants with cerebral palsy are expected to relate to and reproduce stereotypically female behaviour — regardless of their biological sex.     

The queer youth cultural competency (QYCC) scale: Measuring competency in direct-care behavioral health workers

Sexual and gender minority (SGM) youths are disproportionately represented in behavioral health treatment settings, and face disparities in outcomes when compared to their non-SGM peers. These youths need workers who are culturally competent in addressing their specific needs. This article presents a scale to measure the SGM-related cultural competence of direct care workers. The scale, named the Queer Youth Cultural Competency (QYCC) scale, fills a gap in the measurement literature and enables social workers to more robustly address the cultural competency of service providers as it relates to lesbian, gay, bisexual, transgender, queer, and questioning youths receiving behavioral health treatment.     

Old Dreams,New Means: an Exploration of Visions and Situated Knowledge in Information Technology

The aim of this article is to explore the tensions and ambivalences of new and old technology and political visions of keeping viable, quality care and services for elderly citizens through the use of new information technologies. The visions of politicians and social service managers of keeping alive the welfare state and retaining its ability to offer quality care and services for elderly citizens are compared with the experiences of female care assistants and their expectations of technology. A feminist figure — the cyborg — will be used in this exploration. We consider how care assistants are integrated in networks of socio‐technical relations between humans and non‐humans, and the extent to which gender or asymmetrical power relations between women and men intervene in their stories.     

“They're not my favourite people”: What mothers who have experienced intimate partner violence say about involvement in the child protection system

Although the primary aim of child protection services (CPS) is to ensure the well-being and safety of children, policy decision-makers and service providers are increasingly concerned about the potential harm children encounter when they witness the abuse of their caregivers. Researchers who have conducted reviews of child protection files in both Canada and the United States report that few cases in which intimate partner violence (IPV) is substantiated are referred for additional services. In this article, we question whether this response is appropriate. Through examining the results of a qualitative study with sixty-four women who experienced IPV and were thus involved in the child protection system, we have been able to analyze the impact of CPS practices on those women who received services and those who did not. Our findings suggest that CPS can be an important resource for women who experience IPV, but changes to current practices are necessary to ensure that services offered are beneficial.     

Locating Gender Neutrality in Formal and Informal Aspects of Organizational Cultures

This article describes and analyzes the practices that conceal gender at work in the contexts of different organizational cultures. The case studies on which I base my discussion derive from clerical work in two organizational settings. The interpretation I suggest is that regardless of their sex, age or hierarchical position at work, employees regard gender as a personal and intimate issue that, with the exception of pay, does not belong to the sphere of work. Gender issues raise questions that disturb the preferred harmony in everyday life in workplaces. Consequently, the employees seemed to think that hierarchical differences are located in society at large, not in their own workplaces. The analysis shows that age, position and technology shaped differences not only between women and men in organizations, but also among female clerical workers. Thus the results relate both to the practical realities at work and to the gender identities of clerical employees in their organizational cultures.     

Customer Discrimination in Restaurants: Dining Frequency Matters

Using unique survey data collected outside of five Virginia restaurants, and controlling for subjective server productivity, as well as a variety of other factors, we compare the tip earnings of male and female servers. Evidence of customer discrimination is found, but only among those customers who frequent the restaurant the least, revealing that female servers earn comparable tips to male servers when the service quality they produce is about exceptional, but for any lower service quality their tips are smaller. This suggests that female servers are being held to a very high standard, and if this standard is not met, they are treated unfavorably in comparison to male servers who produce the same level of service quality. Additional evidence indicates that it is male customers driving these results.     

On the materiality of service work

This article argues that retail service work is characterised by engagement with material products. Retail sales assistants work to create the shop as a site of consumption, and to create the products for sale as desirable objects for consumption. This is more important than the customer service interactions that are often seen as characterising service work. In making the argument for the centrality of the material in retail work, the article takes issue with conceptions of the service sector that emphasise its difference from other economic sectors, and with research into service work that focuses on interaction to the exclusion of other elements of the labour process. It calls for a more nuanced, contextualised understanding of the service sector that acknowledges the difference between sub‐sectors.     

Parents’ and Professionals’ Perceptions of the Services of Families of Children with Intellectual Developmental Disabilities

This study aims to investigate differences in perception among Kuwaiti parents, teachers, and employees regarding the services that are needed in different special education settings. The participants (n = 135) included 45 parents of children with intellectual developmental disabilities (IDD), 63 teachers in special education schools, and 27 employees working in the Higher Council of the Disabled. A survey was conducted using Hassan’s (The needs of parents of children with disabilities in relationship with child’s age, gender, and type of disability, 1992) Arabic version of the Family Need Inventory. The findings showed differences in perception among parents, teachers, and employees regarding what they consider to be the most important services for families of children with IDD. Another result showed significant differences in perception among the three groups regarding services (match or/and mismatch of responses), except for 3 out of 35 types of services. Suggestions and implications are discussed to provide information to social service providers to help them evaluate the laws that pertain to disability in Kuwait. The findings of this study will help social service providers determine and implement laws that meet the needs of parents of children with IDD and give them the right to be full partners in their children’s education.     

'The more things change…': Barriers to community services utilisation in Queensland

Community services are central to the lives of many elderly Australians or Australians with disabilities if they are to remain in the community. Over the past two decades, significant advances have been made in policy and associated programs, significantly improving the standards of service delivery. This research reports on the perceptions of service providers in community services for people with disabilities in six communities in Queensland. It illustrates that significant barriers to service utilisation remain, despite reform. It suggests that continuous efforts to promote service access need to be built in at the program level.     

BRINGING CLIENTS BACK IN:

Using qualitative data from a cohort sample of 76 current or former Wall Street professionals, I argue that the perception that clients prefer homophily with their service providers shapes Wall Street careers and contributes to gender inequality. I also reveal how some women on Wall Street partially insulate themselves from biases against them by deliberately avoiding positions that are most dependent on client relationships. I hypothesize that the strength of client preferences for homophily in service providers in the Wall Street context is related to the high status of this service profession and its clients.     

Spirituality and Faith-Based Social Services

Abstract

Spiritual aspects of faith-based social services are rarely addressed in discussions of policy initiatives encouraging greater involvement of faith-based providers in service delivery. This article reports findings of a qualitative study of the values, beliefs, and practices of non-congregational faith-based service providers. Twenty-two providers in Midwestern and northwestern regions of the U.S. were asked about the spiritual bases of their programs, spiritual dimensions of service relationships, distinctions between service communities and programs, and distinctions between service ministries and social work. Implications for collaborations among providers with different beliefs are discussed.     

Demands and Devotion: Cultural Meanings of Work and Overload Among Women Researchers and Professionals in Science and Technology Industries

How do cultural meanings influence how people experience work‐life demands? Much research, especially quantitative research, on the effects of structural work and family conditions does not account for employees’ cultural beliefs about the meaning of work in their lives. This article uses unique survey data to investigate the effects of employee embrace of elements of the “work devotion schema”—a cultural model that valorizes intense career commitment and organizational dedication—on their sense of “overload,” an experience that includes feeling exhausted and overloaded by all one's roles, net of actual hours on the paid job and family responsibilities. We argue that by cognitively, morally, and emotionally framing work as a valued end, the work devotion schema reduces feelings of overload. Using a case of senior women researchers and professional service providers in science and technology industries, we find that those who embrace work devotion feel less overloaded than those who reject it, net of work and family conditions. However, this effect is curtailed for mothers of young and school‐aged children. We end by discussing implications for flexibility stigma and gender inequality.