Sexual harassment and customer-oriented boundary-spanning behaviors: The role of burnout and psychological safety of deluxe hotel employees
International Journal of Contemporary Hospitality Management
ISSN: 0959-6119
Article publication date: 11 December 2019
Issue publication date: 13 January 2020
Abstract
Purpose
The purpose of this study is to evaluate the recognition of sexual harassment (SH); to describe the relationships among SH, employees’ burnout, customer-oriented boundary-spanning behaviors (COBSB); and to verify the moderating effect of employees’ psychological safety (PS), all within deluxe hotels in South Korea.
Design/methodology/approach
Prior to verifying the hypotheses, reliability and confirmatory factor analysis were managed, and correlation analysis was used to confirm the directionality between the hypotheses. The hypotheses were analyzed using a structural equation model and multi-group analysis was used to analyze the moderating effect.
Findings
Perceived SH was significantly related to employees’ burnout and COBSB. Also, the employees’ burnout was significantly related to COBSB. The moderating effect was significant; low PS greatly increased relative to the effects of SH on COBSB.
Originality/value
All types of companies consider unethical behaviors, such as SH in the workplace, as crucial problems that degrade the individual quality of life, and some firms have devised active measures to prevent and relieve damages. Companies should implement employee-centered policies that enable employees, the victims, to formally report and testify to what they have suffered from without revenge from their assailants. All the factors that contribute to the institutional control of SH within the working environment should be taken into consideration, and strict standards should be applied on a company level by criminalizing such behaviors. Employees should be trained on how to effectively cope with diverse types of SH.
Keywords
Citation
Jung, H.S. and Yoon, H.H. (2020), "Sexual harassment and customer-oriented boundary-spanning behaviors: The role of burnout and psychological safety of deluxe hotel employees", International Journal of Contemporary Hospitality Management, Vol. 32 No. 1, pp. 3-19. https://doi.org/10.1108/IJCHM-10-2018-0790
Publisher
:Emerald Publishing Limited
Copyright © 2019, Emerald Publishing Limited