No, we don't provide that service: The harassment of hotel employees by customers

Work, Employment and Society

Volumn 14, Issue 4, 2000, Pages 689-705

  Guerrier, Yvonne ^a   Adib, Amel S ^a  

^a LONDON SOUTH BANK UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 0034345152     PISSN: 09500170     EISSN: None     Source Type: Journal    
DOI: 10.1177/09500170022118680     Document Type: Article

References (31)

1. Adkins, L. (1995) Gendered Work: Sexuality, Family and the Labour Market, Buckingham: Open University Press.
2. Collinson, M. and Collinson, D. L. (1996) '"It's only Dick": the Sexual Harassment of Women Managers in Insurance Sales', Work, Employment and Society, 10, 1, 29-56.
3. Du Gay, P. and Salaman, G. (1992) 'The Cult(ure) of the Customer', Journal of Management Studies, 29, 5, 615-33.
4. Edwards, P., Collinson, D. L. and Della Rocca, G. (1995) 'Workplace Resistance in Western Europe: A Preliminary Overview and a Research Agenda', European Journal of Industrial Relations, 1, 3, 283-316.
5. Fineman, S. and Gabriel, Y. (1996) Experiencing Organizations, London: Sage.
6. Folgerø, I. and Fjeldstad, I. (1995) 'On duty - Off Guard: Cultural Norms and Sexual Harassment in Service Organizations', Organization Studies, 16, 2, 299-313.
7. Gabriel, Y. (1998) 'An Introduction to the Social Psychology of Insults in Organizations', Human Relations, 51, 11, 1329-54.
8. Gabriel, Y. (1999) 'Beyond Happy Families: a Critical Reevaluation of the Control-Resistance-Identity Triangle', Human Relations, 52, 2, 179-202.
9. Gilbert, D., Guerrier, Y. and Guy, J. (1998) 'Sexual Harassment Issues in the Hospitality Industry', International Journal of Contemporary Hospitality Management, 10, 2, 48-53.
10. Giuffre, P. and Williams, C. (1994) 'Boundary Lines: Labelling Sexual Harassment in Restaurants', Gender and Society, 8, 3, 374-401.
11. Goffman, E. (1959) The Presentation of Self in Everyday Life, London: Penguin.
12. Gutek, B. A. (1985) Sex and the Workplace: Impact of Sexual Behavior and Harassment on Women, Men and Organizations. San Francisco, CA: Jossey-Bass.
13. Hall, E. (1993) 'Smiling, Deferring and Flirting: Doing Gender by Giving "Good Service"', Work and Occupations, 20, 4, 452-71.
14. Hearn, J. and Parkin, W. (1987) 'Sex' at 'Work': the Power and Paradox of Organisation Sexuality, Brighton: Wheatsheaf.
15. Hochschild, A. (1983) The Managed Heart, Berkeley: University of California Press.
16. Jones, C., Taylor, G. and Chrisson, D. (1997) 'Whatever It Takes? Managing "Empowered" Employees and the Service Encounter in an International Hotel Chain', Work, Employment and Society, 11, 3, 541-44.
17. Leidner, R. (1993) Fast Food Fast Talk: Service Work and the Routinization of Everyday Life, Berkeley: University of California Press.
18. Louis, M.-V. (1990) 'De l'appropriation du corps des femmes au travail en France, au XIXème siècle', in AVFT (ed.), De l'Abus de Pouvoir Sexuel: le Harcèlement Sexuel au Travail, Paris: La Decouverte.
19. Lucas R. (1995) Managing Employee Relations in the Hotel and Catering Industry, London: Cassell.
20. Mars, G. and Nicod, M. (1984) The World of Waiters, London: Allen & Unwin.
21. Orwell, G. (1933) Down and Out in Paris and London, London: Penguin.
22. Purcell, K. (1993) Equal Opportunities in the Hospitality Industry: Custom and Credentials, International Journal of Hospitality Management, 12, 2, 127-40.
23. Rodrigues, S. B. and Collinson, D. L. (1995), '"Having Fun"?: Humour as Resistance in Brazil', Organization Studies, 16, 5, 739-68.
24. Scott, B. (1998) 'Workplace Violence in the UK Hospitality Industry: Impacts and Recommendations', Progress in Tourism and Hospitality Research, 4, 4, 337-48.
25. Segrave, K. (1994) The Sexual Harassment of Women in the Workplace, 1600 to 1993, Jefferson, NC: McFarland.
26. Shamir, B. (1980) 'Between Service and Servility: Role Conflict in Subordinate Service Roles', Human Relations, 33, 10, 741-56.
27. Sheppard, D. (1989) 'Organisations, Power and Sexuality: the Image and Self-Image of Women Managers', in J. Hearn, D. Sheppard, P. Tancred-Sheriff, and G. Burrell (eds.), The Sexuality of Organization, London: Sage.
28. Sosteric, M. (1996) Subjectivity and the Labour Process: a Case Study in the Restaurant Industry, Work, Employment and Society, 10, 2, 297-318.
29. Stanko, E. A. (1988) 'Keeping Women In and Out of Line: Sexual Harassment and Occupational Segregation', in S. Walby (ed.), Gender Segregation at Work, Buckingham: Open University Press.
30. Whyte, W. (1946) Human Relations in the Restaurant Industry, New York: McGraw Hill.
31. Wood, R. (1994) Hospitality Culture and Social Control, Annals of Tourism Research, 21, 65-80.