1,128
Views
5
CrossRef citations to date
0
Altmetric
Articles

‘Is he going to be sleazy?’ Women’s experiences of emotional labour connected to sexual harassment in the spa tourism industry

Pages 2765-2784 | Received 30 Apr 2020, Accepted 08 Jun 2021, Published online: 23 Jul 2021

References

  • Alarcón, D. M., & Cole, S. (2019). No sustainability for tourism without gender equality. Journal of Sustainable Tourism, 27(7), 903–919. https://doi.org/10.1080/09669582.2019.1588283
  • Ashforth, B. E., & Humphrey, R. H. (1993). Emotional labour in service roles: The influence of identity. Academy of Management Review, 18(1), 88–115. https://doi.org/10.5465/amr.1993.3997508
  • Ashforth, B., & Kreiner, G. (2013). Dirty work and dirtier work: Differences in countering physical, social, and moral stigma. Management and Organization Review, 10(1), 81–108. https://doi.org/10.1111/more.12044
  • Barger, P. B., & Grandey, A. A. (2006). Service with a smile and encounter satisfaction: Emotional contagion and appraisal mechanisms. Academy of Management Journal, 49(6), 1229–1238. https://doi.org/10.5465/amj.2006.23478695
  • Baum, T., Kralj, A., Robinson, R. N., & Solnet, D. J. (2016). Tourism workforce research: A review, taxonomy and agenda. Annals of Tourism Research, 60, 1–22. https://doi.org/10.1016/j.annals.2016.04.003
  • Black, P., & Sharma, U. (2001). Men are real, women are ‘made up’: Beauty therapy and the construction of femininity. The Sociological Review, 49(1), 100–116. https://doi.org/10.1111/1467-954X.00246
  • Bono, J. E., & Vey, M. A. (2007). Personality and emotional performance: Extraversion, neuroticism, and self-monitoring. Journal of Occupational Health Psychology, 12(2), 177–192. https://doi.org/10.1037/1076-8998.12.2.177
  • Braun, V., & Clarke, V. (2006). Using thematic analysis in psychology. Qualitative Research in Psychology, 3(2), 77–101. https://doi.org/10.1191/1478088706qp063oa
  • Choi, H. M., Mohammad, A. A., & Kim, W. G. (2019). Understanding hotel frontline employees’ emotional intelligence, emotional labor, job stress, coping strategies and burnout. International Journal of Hospitality Management, 82, 199–208. https://doi.org/10.1016/j.ijhm.2019.05.002
  • Clarke, V., & Braun, V. (2017). Thematic analysis. The Journal of Positive Psychology, 12(3), 297–298. https://doi.org/10.1080/17439760.2016.1262613
  • Creswell, J. W., & Poth, C. N. (2018). Qualitative Inquiry and Research Design: Choosing Among Five Approaches (4th ed.). Sage.
  • Erickson, R. J., & Wharton, A. (1997). Inauthenticity and depression – Assessing the consequences of interactive service work. Work and Occupations, 24(2), 188–213. https://doi.org/10.1177/0730888497024002004
  • Gilbert, D., Guerrier, Y., & Guy, J. (1998). Sexual harassment issues in the hospitality industry. International Journal of Contemporary Hospitality Management, 10(2), 48–53. https://doi.org/10.1108/09596119810207183
  • Gimlin, D. (2007). What is ‘body work’? A review of the literature. Sociology Compass, 1(1), 353–370. https://doi.org/10.1111/j.1751-9020.2007.00015.x
  • Global Wellness Institute (2018). Global wellness economy monitor. Global Wellness Institute.
  • Grandey, A. A., Kern, J. H., & Frone, M. R. (2007). Verbal abuse from outsiders versus insiders: Comparing frequency, impact on emotional exhaustion, and the role of emotional labor. Journal of Occupational Health Psychology, 12(1), 63–79. https://doi.org/10.1037/1076-8998.12.1.63
  • Grandey, A. A., Rupp, D., & Brice, W. N. (2015). Emotional labor threatens decent work: A proposal to eradicate emotional display rules. Journal of Organizational Behavior, 36(6), 770–785. https://doi.org/10.1002/job.2020
  • Guenther, E. A., Humbert, A. L., & Kelan, E. K. (2018). Gender vs. sex. Oxford Research Encyclopedia of Business and Management. https://doi.org/10.1093/acrefore/9780190224851.013.58
  • Guerrier, Y., & Adib, A. S. (2000). No, we don’t provide that service’: the harassment of hotel employees by customers. Work, Employment and Society, 14(4), 689–705.
  • Hochschild, A. R. (1983). The managed heart: Commercialisation of human feeling. University of California Press.
  • Hughes, K. D., & Tadic, V. (1998). Something to deal with’: customer sexual harassment and women’s retail service work in Canada. Gender, Work & Organization, 5(4), 207–219. https://doi.org/10.1111/1468-0432.00058
  • Hülsheger, U. R., & Schewe, A. F. (2011). On the costs and benefits of emotional labor: A meta-analysis of three decades of research. Journal of Occupational Health Psychology, 16(3), 361–389. https://doi.org/10.1037/a0022876
  • Ineson, E. M., Yap, M. H. T., & Whiting, G. (2013). Sexual discrimination and harassment in the hospitality industry. International Journal of Hospitality Management, 35, 1–9. https://doi.org/10.1016/j.ijhm.2013.04.012
  • Kensbock, S., Bailey, J., Jennings, G., & Patiar, A. (2015). Sexual harassment of women working as room attendants within 5-star hotels. Gender, Work & Organization, 22(1), 36–50. https://doi.org/10.1111/gwao.12064
  • Lindseth, A., & Norberg, A. (2004). A phenomenological hermeneutical method for researching lived experience. Scandinavian Journal of Caring Sciences, 18(2), 145–153. https://doi.org/10.1111/j.1471-6712.2004.00258.x
  • Liu, T., Shen, H., & Gao, J. (2020). Women’s career advancement in hotels: the mediating role of organizational commitment. International Journal of Contemporary Hospitality Management, 32(8), 2543–2561. https://doi.org/10.1108/IJCHM-12-2019-1030
  • Mann, S. (2004). People-work’: Emotion management, stress and coping. British Journal of Guidance & Counselling, 32(2), 205–221. https://doi.org/10.1080/0369880410001692247
  • Martin, P. (2003). Said and done” versus “saying and doing”: Gendering practices, practicing gender at work. Gender & Society, 17(3), 342–366. https://doi.org/10.1177/0891243203017003002
  • McCracken, G. (1988). The long interview. Sage.
  • Miles, M. B., & Huberman, A. M. (1994). Qualitative data analysis: An expanded sourcebook (2nd ed.). Sage.
  • Mooney, S. K. (2020). Gender research in hospitality and tourism management: time to change the guard. International Journal of Contemporary Hospitality Management, 32(5), 1861–1879. https://doi.org/10.1108/IJCHM-09-2019-0780
  • Oerton, S. (2004). Bodywork Boundaries: Power, politics and professionalism in therapeutic massage. Gender, Work and Organization, 11(5), 544–565. https://doi.org/10.1111/j.1468-0432.2004.00247.x
  • Pabel, A., Naweed, A., Ferguson, S. A., & Reynolds, A. (2020). Crack a smile: the causes and consequences of emotional labour dysregulation in Australian reef tourism. Current Issues in Tourism, 23(13), 1598–1612. https://doi.org/10.1080/13683500.2019.1629579
  • Poulston, J. (2008). Metamorphosis in hospitality: A tradition of sexual harassment. International Journal of Hospitality Management, 27(2), 232–240. https://doi.org/10.1016/j.ijhm.2007.07.013
  • Prasso, S. (2005). The Asian mystique: Dragon ladies, geisha girls, and our fantasies of the exotic Orient. Public Affairs.
  • Ram, Y. (2018). Hostility or hospitality? A review on violence, bullying and sexual harassment in the tourism and hospitality industry. Current Issues in Tourism, 21(7), 760–774.
  • Santero-Sanchez, R., Segovia-Pérez, M., Castro-Nuñez, B., Figueroa-Domecq, C., & Talón-Ballestero, P. (2015). Gender differences in the hospitality industry: A Job quality index. Tourism Management, 51, 234–246. https://doi.org/10.1016/j.tourman.2015.05.025
  • Sharma, U., & Black, P. (2001). Look good, feel better: beauty therapy as emotional labour. Sociology, 35(4), 913–931. https://doi.org/10.1177/0038038501035004007
  • Sheane, S. D. (2012). Putting on a good face: An examination of the emotional and aesthetic roots of presentational labour. Economic and Industrial Democracy, 33(1), 145–158. https://doi.org/10.1177/0143831X11427588
  • Sheldon, K. M., Ryan, R. M., Rawsthorne, L. J., & Ilardi, B. (1997). Trait self and true self: Cross-role variation in the Big-Five personality traits and its relations with psychological authenticity and subjective well-being. Journal of Personality and Social Psychology, 73(6), 1380–1393. https://doi.org/10.1037/0022-3514.73.6.1380
  • Smith, M., & Puczkó, L. (2015). More than a special interest: Defining and determining the demand for health tourism. Tourism Recreation Research, 40(2), 205–219. https://doi.org/10.1080/02508281.2015.1045364
  • Sommer, R., & Sommer, B. (2002). A Practical Guide to Behavioral Research (5th ed.). Oxford University Press.
  • Sullivan, K. R. (2014). With(out) pleasure: Desexualization, gender and sexuality at work. Organization, 21(3), 346–364. https://doi.org/10.1177/1350508413519765
  • Suttikun, C., Chang, H. J., & Bicksler, H. (2018). A qualitative exploration of day spa therapists’ work motivations and job satisfaction. Journal of Hospitality and Tourism Management, 34, 1–10. https://doi.org/10.1016/j.jhtm.2017.10.013
  • Szarycz, G. S. (2009). Some issues in tourism research phenomenology: A commentary. Current Issues in Tourism, 12(1), 47–58. https://doi.org/10.1080/13683500802279949
  • Theocharous, A., & Philaretou, A. G. (2009). Sexual harassment in the hospitality industry in the Republic of Cyprus: theory and prevention. Journal of Teaching in Travel & Tourism, 9(3–4), 288–304. https://doi.org/10.1080/15313220903445306
  • Toerien, M., & Kitzinger, C. (2007a). Emotional labour in action: Navigating multiple involvements in the beauty salon. Sociology, 41(4), 645–662. https://doi.org/10.1177/0038038507078918
  • Toerien, M., & Kitzinger, C. (2007b). II. Emotional labour in the beauty salon: Turn design of task-directed talk. Feminism & Psychology, 17(2), 162–172. https://doi.org/10.1177/0959353507076548
  • Tracy, S. J. (2010). Qualitative quality: Eight “big-tent” criteria for excellent qualitative research. Qualitative Inquiry, 16(10), 837–851. https://doi.org/10.1177/1077800410383121
  • Tracy, S. J., & Scott, C. (2006). Sexuality, masculinity, and taint management among firefighters and correctional officers: Getting down and dirty with “America’s heroes” and the “scum of law enforcement. Management Communication Quarterly, 20(1), 6–38. https://doi.org/10.1177/0893318906287898
  • Twigg, J. (2000). Carework as a form of bodywork. Ageing and Society, 20(4), 389–411. https://doi.org/10.1017/S0144686X99007801
  • Tyler, M. (2012). Glamour girls, macho men and everything in between’: Un/doing gender and dirty work in Soho’s sex shops. In R. Simpson, N. Slutskaya, P. Lewis, &H. Höpfl (Eds.), Dirty work: Concepts and identities (pp. 65–90). Palgrave Macmillan.
  • United Nations. (2015). Transforming our World: The 2030 Agenda for Sustainable Development. General Assembly Resolution A/RES/70/1. Retrieved March 3, 2020, from https://www.un.org/ga/search/view_doc.asp?symbol=A/RES/70/1&Lang=E.
  • Van Dijk, P. A., & Kirk, A. (2007). Being somebody else: Emotional labour and emotional dissonance in the context of the service experience at a heritage tourism site. Journal of Hospitality and Tourism Management, 14(2), 157–169. https://doi.org/10.1375/jhtm.14.2.157
  • Van Dijk, P. A., Smith, L. D., & Cooper, B. K. (2011). Are you for real? An evaluation of the relationship between emotional labour and visitor outcomes. Tourism Management, 32(1), 39–45. https://doi.org/10.1016/j.tourman.2009.11.001
  • Voigt, C., & Laing, J. (2014). An examination of the extent of collaboration between major wellness tourism stakeholders in Australia. In C. Voigt & C. Pforr (Eds), Wellness Tourism: A destination perspective (pp. 63–77). Routledge.
  • Williams, C. (2003). Sky service: The demands of emotional labour in the airline industry. Gender, Work and Organization, 10(5), 513–550. https://doi.org/10.1111/1468-0432.00210
  • Winchenbach, A., Hanna, P., & Miller, G. (2019). Rethinking decent work: the value of dignity in tourism employment. Journal of Sustainable Tourism, 27(7), 1026–1043. https://doi.org/10.1080/09669582.2019.1566346
  • Wisnom, M., & Gallagher, K. (2018). Quality of work life in the resort spa industry. International Journal of Spa and Wellness, 1, 1–19.
  • Yagil, D. (2008). When the customer is wrong: A review of research on aggression and sexual harassment in service encounters. Aggression and Violent Behavior, 13(2), 141–152. https://doi.org/10.1016/j.avb.2008.03.002

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.