第21分野 感情労働・顧客対応・カスタマーハラスメント

暴力・第三者ハラスメント・介入研究

発生源、性的嫌がらせ、影響、支援・研修をたどります。

文献最終確認日  分野完成版 v0.1

顧客・取引先からの性的嫌がらせ、職場攻撃の発生源、暴力の予測・結果、組織支援、報復、介入と事後影響のレビューを収録しました。

このページの主な出典

  1. Gettman, H. J., & Gelfand, M. J. (2007). When the Customer Shouldn’t Be King: Antecedents and Consequences of Sexual Harassment by Clients and Customersfield studies
  2. Yagil, D. (2008). When the Customer Is Wrong: A Review of Research on Aggression and Sexual Harassment in Service Encountersintegrative review
  3. Hershcovis, M. S., & Barling, J. (2010). Towards a Multi-Foci Approach to Workplace Aggression: A Meta-Analytic Review of Outcomes from Different Perpetratorsmeta-analysis
  4. Schat, A. C. H., & Kelloway, E. K. (2003). Reducing the Adverse Consequences of Workplace Aggression and Violence: The Buffering Effects of Organizational Supportlongitudinal quasi-experimental study
  5. LeBlanc, M. M., & Kelloway, E. K. (2002). Predictors and Outcomes of Workplace Violence and Aggressionfield study
  6. Cortina, L. M., & Magley, V. J. (2003). Raising Voice, Risking Retaliation: Events Following Interpersonal Mistreatment in the Workplacelongitudinal field study
  7. Wassell, J. T. (2009). Workplace Violence Intervention Effectiveness: A Systematic Literature Reviewsystematic review
  8. Lanctôt, N., & Guay, S. (2014). The Aftermath of Workplace Violence among Healthcare Workers: A Systematic Literature Review of the Consequencessystematic review
  9. Geoffrion, S. et al. (2020). Education and Training for Preventing and Minimizing Workplace Aggression Directed toward Healthcare Workerssystematic review
  10. Fitzgerald, L. F. et al. (1997). Antecedents and Consequences of Sexual Harassment in Organizations: A Test of an Integrated Modelfield model test