Customer harassment against LGBTQ workers: highlighting its uniqueness as a group-based customer harassment

Abstract

Purpose

The authors aimed to identify the nature of customer harassment against lesbian, gay, bisexual, transgender, and queer (LGBTQ) workers.

Design/methodology/approach

The authors analyzed data from in-depth interviews with 30 LGBTQ service workers in the United States who had recently experienced customer harassment.

Findings

Among various forms of customer harassment LGBTQ workers reported, some showed commonalities with previously reported cases of race-based and gender-based customer harassment. However, other cases highlighted unique aspects of LGBTQ-based customer harassment—customers morally condemned their LGBTQ identities, refused their service while displaying emotional disgust, and made sexual advances while imposing sexual stereotypes and fantasies about LGBTQ people. Experiences of customer harassment varied across subgroups of workers who had specific sexual and gender identities, and LGBTQ workers of color were harassed for their LGBTQ and racial identities simultaneously.

Originality/value

Past research on group-based customer harassment has focused on incidents against straight, cisgender women and workers of workers of color, but the present study identified the nature of customer harassment that targeted workers' LGBTQ status.

Citation

Ueno, K., Ritter, L.J., Ingram, R., Jackson, T.M., Šaras, E.D., D'Amours, J.V. and Grace, J. (2023), "Customer harassment against LGBTQ workers: highlighting its uniqueness as a group-based customer harassment", Equality, Diversity and Inclusion, Vol. 42 No. 2, pp. 210-227. https://doi.org/10.1108/EDI-07-2021-0165