Despite growing research on LGBT+ populations, few studies have examined transgender individuals’ specific workplace experiences, whose voice is often subsumed in a wider category. This article presents the story of Kathrine, a female transgender food retail worker, and discusses the abusive, discriminatory and transphobic behaviour of customers, which has received limited attention in the sociology of service work literature. The article reveals the stigmatization of transgender employees by customers, which is expressed through micro-aggressions, such as mis-gendering, mocking and harassing, and is often neglected and/or tolerated by management. Kathrine discusses the coping strategies she utilizes to reduce the negative consequences of the stigma, and to negotiate and protect her gender identity. These include confronting and/or refusing to serve transphobic customers, reflecting her resilience towards discrimination and abuse. The article calls for further research to understand transgender service employees’ experiences and the complexity and diversity of coping strategies used by stigmatized workers.

尽管对LGBT +人群的研究不断增加，但很少有研究检查跨性别者的特定工作场所经历，而这些经历通常被归类为更广泛的类别。本文介绍了一位女性跨性别食品零售工作者Kathrine的故事，并讨论了在服务工作文学社会学中受到关注的顾客的辱骂，歧视和仇视行为。这篇文章揭示了客户对跨性别员工的污名化，这是通过微观侵略性表现出来的，例如性别歧视，嘲笑和骚扰，并且经常被管理层所忽视和/或容忍。凯瑟琳（Kathrine）讨论了她采用的应对策略，以减少耻辱的负面影响，并谈判和保护自己的性别认同。其中包括面对和/或拒绝为仇视性客户提供服务，反映出她对歧视和虐待的抵御能力。本文呼吁进行进一步研究，以了解跨性别服务员工的经验以及被污名化的工人所使用的应对策略的复杂性和多样性。