Emotional labour: a comparison between fast food and traditional service work

Seymour, Diane

doi:10.1016/s0278-4319(00)00009-8

Cited by 89 publications

(79 citation statements)

References 5 publications

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“…Seymour (2000) found that uniforms distinguish staff from customers, but are often in degrading styles, particularly in housekeeping, where frilly aprons and caps were once commonplace. Similarly, Kensbock et al (2015) found cleaners felt self-conscious and sexualised in their uniforms, even though housekeeping uniforms are not generally sexualised.…”

Section: Influences On Sexual Harassment In the Workplacementioning

confidence: 99%

Sexualisation and harassment in hospitality workplaces: who is responsible?

Waudby

Poulston

2017

IJCTHR

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Purpose This paper aims to examine employee responses to sexual behaviour in hospitality workplaces, to determine their roles and responsibilities in harassment prevention. Design Female workers in restaurants and bars were recruited using the snowball technique, and data collected through 18 interviews. An interpretivist approach was used to guide the data collection and analysis. Findings The study found that harassment coping strategies developed with age and experience rather than through training, and those who dressed and behaved provocatively attracted more unwanted sexual attention. Practical implications Recommendations focus on the role of managers in moderating employee behaviour and providing training in assertiveness. Social implications Industry norms and perceptions about managers’ expectations are considered strong influences on employee behaviour, and therefore, in attracting harassment. Originality Although this study locates the responsibility for stopping harassment with management, it takes an unusual and potentially unpalatable approach by acknowledging the role of victims in stopping unwanted sexual advances, providing new approaches to reducing harassment.

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Section: Influences On Sexual Harassment In the Workplacementioning

confidence: 99%

Sexualisation and harassment in hospitality workplaces: who is responsible?

Waudby

Poulston

2017

IJCTHR

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“…Turizm alanında nispeten yeni bir kavram olsa da duygusal emek ile ilgili yapılmış pek çok nitel ve nicel araştırma bulunmaktadır (Chu ve Murnmann, 2006;Kim, 2008;Wong ve Wang, 2009;Van Dijk ve Brown, 2006;Karatepe ve Aleshinloye, 2009;Glomb ve Tews, 2004;Grandey, Fisk ve Steiner, 2005;Gürsoy, Boylu ve Avcı, 2011;Sohn ve Lee, 2012). Örneğin, Seymour (2000) iki farklı hizmet sunum tarzına sahip olan yiyecek içecek işletmeleri arasındaki duygusal emek düzeylerini ölçmek amacıyla geleneksel gümüş servis restoranları çalışanları ve fast-food işletmeleri çalışanlarına yönelik görüşmeler yapmış, geleneksel işletmelerde duygusal emek yoğunluğunun çok daha fazla olduğunu belirlemiştir. Kim (2008), iki duygusal emek stratejisinin (yüzeysel ve derin davranış) konaklama endüstrisi içindeki önceliklerini ve sonuçlarını incelemiştir.…”

Section: Duygusal Emek Ve İş Davranışları İle İlgili çAlışmalarunclassified

“…Although there is a relatively new concept in tourism, there are many qualitative and quantitative studies on emotional labor (Chu and Murnmann, 2006;Kim, 2008;Wong and Wang, 2009;Van Dijk and Brown, 2006;Karatepe and Aleshinloye, 2009;Glomb and Tews, 2004, Grand, Fisk v Steiner, 2005, Gursoy, Boylu and Avci, 2011, Sohn and Lee, 2012. For example, Seymour (2000) interviewed employees of traditional silver service restaurants and fast-food businesses to measure levels of emotional labor between catering establishments with two different service delivery styles, indicating that emotional labor intensity is much higher in traditional businesses. Kim (2008) examined the priorities and results of the two emotional labor strategies (superficial and profound behavior) within the accomodation industry.…”

Section: Work On Emotional Labor and Work Behaviorsmentioning

confidence: 99%

Duygusal Emek, Tükenmişlik ve İşten Ayrılma Niyeti Arasındaki İlişki: Otel İşletmesi Çalışanları Üzerine Bir Araştırma - Relationship Between Emotional Labor, Burnout and TurnoverIntention: A Study on Hotel Business Employees

Karakaş¹

2017

isarder

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ÖzetBu çalışmada otel işletmesi çalışanlarının duygusal emek davranışlarının tükenmişlik düzeyleri ve işten ayrılma niyetlerine etkisi incelenmiştir. Çalışma Antalya, Muğla ve İstanbul illerindeki dört ve beş yıldızlı otel işletmesi çalışanları üzerinde toplam 536 kişiyle işletmelere doğrudan ulaşılarak yapılmıştır. Analiz sonuçları, duygusal emek ile tükenmişlik ve işten ayrılma niyeti arasında anlamlı ilişkilerin olduğunu, ayrıca demografik özelliklere göre boyutların ortalamalarının bazılarının farklılaştığını göstermektedir. Yapılan korelasyon ve regresyon analizi sonucunda; duygusal emeğin tükenmişlik ve işten ayrılma niyetini etkilediği sonucuna ulaşılmıştır. Bulgular ilgili literatürdeki çalışmalarla karşılaştırılmış ve işletme yöneticileri ve araştırmacılar için öneriler sunulmuştur.

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“…Rafaeli [14] points out, that possible improvements in the service encounter can increase satisfaction for customers and employees. On the contrary, individuals may perceive a loss of own personality whilst on duty [21,32,33].…”

Section: Uniform Influence On Service Personnelmentioning

confidence: 99%

The Impact of Employee Uniforms on Job Satisfaction in the Hospitality Industry

Karch¹,

Peters²

2017

J Hotel Bus Manage

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Uniforms play a major role during any service encounter and can impact stakeholder experience. The authors review current literature in the field of uniform provision in the hotel industry and present a comparative study from two different cultural settings: Hong Kong SAR, China and Tyrol, Austria. The research gathered quantitative data from those that wear business attire or uniforms and are engaged in the provision of services and or products alike. The data presents six factors, which describe uniform wear influences on customer contact employees. The overall result shows, that in the three highest scores, contact staff considered their job pleasant; uniforms communicate to others that one belongs to the organization, and they were very satisfied with their current job. On the other spectrum, the lowest scores were collected for wearing a uniform towards improving the job satisfaction, and the lack of involved in uniform design process.

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Emotional labour: a comparison between fast food and traditional service work

Cited by 89 publications

References 5 publications

Sexualisation and harassment in hospitality workplaces: who is responsible?

Sexualisation and harassment in hospitality workplaces: who is responsible?

Duygusal Emek, Tükenmişlik ve İşten Ayrılma Niyeti Arasındaki İlişki: Otel İşletmesi Çalışanları Üzerine Bir Araştırma - Relationship Between Emotional Labor, Burnout and TurnoverIntention: A Study on Hotel Business Employees

The Impact of Employee Uniforms on Job Satisfaction in the Hospitality Industry

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