This paper investigates gender disparities, daily repercussions, and organizational implications related to customer sexual harassment (CSH) of service workers.
This study employed an experience sampling method across 10 days involving 71 call center employees in South Korea.
Women encountered significantly more instances of daily CSH, which eroded their daily job satisfaction and work engagement. Perceived organizational support and effective customer-service training mitigated the within-person relationship between CSH and job satisfaction, though not work engagement.
Female service employees are more susceptible to daily CSH, likely due to gender-role spillover. They require more robust organizational support and effective customer-service training to buffer the detrimental impacts of CSH on their daily job satisfaction.
In an attempt to understand sexual harassment as a daily experience, this research highlights gender differences in exposure to sexual harassment in workplaces no longer dominated by men and emphasizes the role of organizational resources in alleviating the adverse effects of daily CSH on service employees' well-being.
