Customer sexual harassment (CSH) is a persistent problem that harms worker well-being in many service industries. In turn, bystander intervention in the workplace is critical for preventing and stopping customers' inappropriate behaviors as well as mitigating the detrimental effects of such harassment on workers. However, previous research has rarely examined what can facilitate bystander employees' intervention behaviors in CSH incidents. Drawing from the empathy-prosocial behavior research and the arousal: Cost-reward model in social psychology literature, this research examines whether frequent observation of CSH at work is related to bystander employees' empathy toward the targets, which then positively relates to bystander intervention behaviors. This research also tests two moderating factors to determine whether empathy is more strongly associated with bystander interventions among employees who have a higher level of moral idealism and/or less reliance on customer tipping. Two online survey studies with three measurement points were conducted to test the hypotheses (i.e., n 1 = 287 service workers; n 2 = 264 service workers). The path modeling results supported the study hypotheses. Theoretical and practical implications are discussed, along with limitations and a future research agenda. (PsycInfo Database Record (c) 2022 APA, all rights reserved).

中文翻译：

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因为我知道这有多痛：员工旁观者通过同理心及其调节因素干预客户性骚扰。

客户性骚扰 (CSH) 是一个长期存在的问题，它损害了许多服务行业的工人福祉。反过来，工作场所的旁观者干预对于预防和制止客户的不当行为以及减轻此类骚扰对工人的不利影响至关重要。然而，以往的研究很少考察什么可以促进旁观者员工在 CSH 事件中的干预行为。借鉴移情-亲社会行为研究和唤醒：社会心理学文献中的成本-回报模型，本研究检验了在工作中频繁观察CSH是否与旁观者员工对目标的移情有关，进而与旁观者干预行为正相关. 该研究还测试了两个调节因素，以确定同理心是否与具有较高道德理想主义水平和/或较少依赖客户小费的员工的旁观者干预更密切相关。进行了两项具有三个测量点的在线调查研究来检验假设（即，n 1 = 287 名服务人员；n 2 = 264 名服务人员）。路径建模结果支持了研究假设。讨论了理论和实践意义，以及局限性和未来的研究议程。（PsycInfo 数据库记录 (c) 2022 APA，保留所有权利）。进行了两项具有三个测量点的在线调查研究来检验假设（即，n 1 = 287 名服务人员；n 2 = 264 名服务人员）。路径建模结果支持了研究假设。讨论了理论和实践意义，以及局限性和未来的研究议程。（PsycInfo 数据库记录 (c) 2022 APA，保留所有权利）。进行了两项具有三个测量点的在线调查研究来检验假设（即，n 1 = 287 名服务人员；n 2 = 264 名服务人员）。路径建模结果支持了研究假设。讨论了理论和实践意义，以及局限性和未来的研究议程。（PsycInfo 数据库记录 (c) 2022 APA，保留所有权利）。