1,185
Views
47
CrossRef citations to date
0
Altmetric
Original Articles

Silenced and Invisible: The Work‐experience of Room‐attendants in Norwegian Hotels

, &
Pages 81-102 | Published online: 12 May 2009

References

  • Andersen , L. 1997 . Bedriftsutvikling – reduksjon av stress og fravær. Hoteller. [Business Development – Reduction of Stress and Absence. Hotels] , Trondheim : SINTEF IFIM. STF38 A97512, report .
  • Argyris , C. 1990 . Overcoming Organizational Defences: Facilitating Organizational Learning , Massachusetts : Simon & Schuster, Inc. .
  • Argyris , C. and Schön , D. 1978 . Organizational Learning: A Theory of Action Perspective , Workingham : Adison‐Wesley .
  • Baum , T. and Kokkranikal , J. 2005 . “ Human resource management in tourism. ” . In The Management of Tourism , Edited by: Pender , L and Sharpley , R . 85 – 101 . London : Sage .
  • Birkeland , I. J. 1994 . The feminine hotel and the man‐made cultural landscape . Nordisk Samhällsgeografisk Tidsskrift , 19 : 64 – 74 .
  • Bohdanowicz , P. and Zientara , P. 2008 . Corporate social responsibility in hospitality: Issues and implications. A case study of Scandic . Scandinavian Journal of Hospitality and Tourism , 8 (4) : 271 – 293 .
  • Bryman , A. 1988 . “ Introduction: ‘Inside’ accounts and social research in organisations. ” . In Doing Research in Organisations , Edited by: Bryman , A . 1 – 20 . London : Routledge .
  • Bærenholdt , J. O. and Jensen , H. L. 2009 . Performative work in tourism . Scandinavian Journal of Hospitality and Tourism , 9 (in press)
  • Chiang , C‐F. and SooCheong , J. 2008 . An expectancy theory model for hotel employee motivation . International Journal of Hospitality Management , 2 (2) : 313 – 322 .
  • Chitiris , L. 1988 . Herzberg's proposals and their applicability to the hotel industry . Journal of Hospitality & Tourism Research , 12 (1) : 67 – 79 .
  • Deery , M. and Jago , L. Management practices in the hotel industry and their impact on employee attitudes, peak performance in hospitality and tourism research , CAUTHE Conference, Mt. Buller, 2–5 February
  • Deery , M. and Jago , L. K. 2001 . Hotel management style: A study of employee perceptions and preferences . Hospitality Management , 20 : 325 – 338 .
  • Ebeltoft , A. 1995 . Arbeidstakerne har ordet. Spørreskjema eller frie ytringer ved kartlegging av arbeidsmiljø [The Employees are Called Upon. Surveys versus Dialogue in Order to Investigate the Working Environment] , Oslo : AFIs Rapportserie nr. 4/95 .
  • Einarsen , S. , Aasland , M. S. and Skogstad , A. 2007 . Destructive leadership behaviour: A definition and a conceptual model . Leadership Quarterly , 18 : 207 – 216 .
  • Faulkner , B. and Patiar , A. 1997 . Workplace induced stress among operational staff in the hotel industry . International Journal of Hospitality Management , 16 (1) : 99 – 117 .
  • Furunes , T. and Mykletun , R. J. 2005 . Age management in Norwegian hospitality businesses . Scandinavian Journal of Hospitality and Tourism , 5 (2) : 116 – 134 .
  • Furunes , T. and Mykletun , R. J. 2007 . Why diversity management fails: Metaphor analyses unveil manager attitudes . Hospitality Management , 26 : 974 – 990 .
  • Gill , A. S. 2008 . The role of trust in employee‐manager relationship . International Journal of Contemporary Hospitality Management , 20 (1) : 98 – 103 .
  • Gill , A. and Mathur , N. 2007 . Improving employee dedication and pro‐social behaviour . International Journal of Contemporary Hospitality Management , 19 (4) : 328 – 334 .
  • Gjelsvik , M. 2002 . Hotels as learning arenas . Scandinavian Journal of Hospitality and Tourism , 2 (1) : 31 – 48 .
  • Goffman , E. 1959 . The Presentation of Self in Everyday Life , New York : Anchor Books .
  • Greenbaum , T. L. 1998 . The Handbook for Focus Group Research , Thousand Oaks, CA : Sage Publications . 2nd edn
  • Guerrier , Y. and Deery , M. 1998 . Research in hospitality human resource management and organizational behaviour . International Journal of Hospitality Management , 17 (2) : 145 – 160 .
  • Harnack , R. V. , Fest , T. B. and Jones , B. S. 1977 . Group Discussion. Theory and Technique , New Jersey : Prentice‐ Hall .
  • Hartman , S. J. and Yrle , A. 1996 . Can the Hobo Phenomenon help explain voluntary turnover . International Journal of Hospitality Management , 8 (4) : 11 – 16 .
  • Heide , M. and Grønhaug , K. 2006 . Atmosphere: Conceptual issues and implications for hospitality management . Scandinavian Journal of Hospitality and Tourism , 6 (4) : 271 – 286 .
  • Hochschild , A. 1983 . The Managed Heart: Commercialization of Human Feeling , Berkeley, CA : University of California Press .
  • Hochschild , A. 2003 . “ Working on feeling. ” . In The Commercialization of Intimate Life: Notes from Home and Work , Edited by: Hochschild , A . 87 – 103 . Berkeley, CA : University of California Press .
  • Hom , P. W. and Kinicki , A. J. 2001 . Toward a greater understanding of how dissatisfaction drives employee turnover . Academy of Management Journal , 44 (5) : 975 – 987 .
  • Humphreys , P. , Berkeley , D. and Jovchelovitch , S. 1996 . Organisational psychology and psychologists in organisations: Focus on organisational transformation . Interamerican journal of Psychology , 30 (1) : 27 – 42 .
  • Kandampully , J. and Suhartanto , D. 2000 . Customer loyalty in the hotel industry: The role of customer satisfaction and image . International Journal of Contemporary Hospitality Management , 12 (6) : 346 – 351 .
  • Krüger , D. , Louhevaara , V. , Nielsen , J. and Schneider , T. 1997 . Risk Assessment and Preventive Strategies in Cleaning Work , Bremerhaven : Wirtschaftsverlag NW .
  • Kruuse , E. 1989 . Kvalitative forskningsmetoder i psykologi og beslægtede fag. [Qualitative Research Methods in Psychology and Related Subjects] , København : Dansk Psykologisk Forlag .
  • Kvale , S. 1996 . Inter Views: An Introduction to Qualitative Research Interviewing , Thousand Oaks, CA : Sage Publications .
  • Lado , A. A. and Wilson , M. 1994 . Human resource systems and sustained competitive advantage: A competence based perspective . Academy of Management Review , 19 (4) : 699 – 727 .
  • Lashley , C. 2000 . In search of hospitality: Towards a theoretical framework . International Journal of Hospitality Management , 19 (1) : 3 – 15 .
  • Lashley , C. 2008 . Studying hospitality: Insights from social sciences . Scandinavian Journal of Hospitality and Tourism , 8 (1) : 68 – 84 .
  • Ledgerwood , C. E. , Crotts , J. C. and Everett , A. M. 1998 . Antecedents of employee burnout in the hotel industry . Progress in Tourism and Hospitality Research , 4 (1) : 31 – 44 .
  • Lennon , J. J. and Wood , R. C. 1989 . The sociological analysis of hospitality labour and the neglect of accommodation workers . International Journal of Hospitality Management , 8 (3) : 227 – 235 .
  • McCracken , G. 1988 . The Long Interview , Vol. 13 , Beverly Hills, CA : Sage Publications . Sage University Paper Series on Qualitative Research Methods
  • Morgan , D. I. 1998 . The Focus Group Guidebook , Thousand Oaks, CA : Sage .
  • Morgan , E. Undated . Invisible Workers: The Exclusion of Domestic Workers from Protective Labour Legislation (American University Washington College of Law, Women's Legal History) http://works.bepress.com/cgi/viewcontent.cgi?article=1000&context=erica_morgan
  • Mykletun , R. J. , Mykletun , A. and Lorentsen , T. 2000 . Arbeid i serverings‐, overnattings‐ og reiselivsbedrifter: Rekruttering, turnover og avgang. [Work in the Hospitality Sector: Recruitment, Turnover and Exit] , Stavanger, , Norway : Stavanger University College, School of Hotel Management .
  • Powel , H. and Watson , D. 2006 . Service unseen: The hotel room attendant at work . International Journal of Hospitality Management , 25 (2) : 297 – 312 .
  • Pizam , A. and Thornburg , S. W. 2000 . Absenteeism and voluntary turnover in central Florida hotels: A pilot study . International Journal of Hospitality Management , 19 (2) : 211 – 217 .
  • Raub , S. 2008 . Does bureaucracy kill individual initiative? The impact of structure on organizational citizenship behavior in the hospitality industry . International Journal of Hospitality Management , 27 : 179 – 186 .
  • Robson , C. 1993 . Real World Research: A Resource for Social Scientists and Practitioner‐Researchers , Oxford : Blackwell Publishers Ltd .
  • Saunders , K. and Pullen , R. 1987 . An Occupational Study of Room Maids in Hotels , London : Middlesex Polytechnic .
  • Scherzer , T. , Rugulies , R. and Krause , N. 2005 . Work‐related pain and injury and barriers to workers' compensation among Las Vegas hotel room cleaners . American Journal of Public Health , 95 (3) : 483 – 488 .
  • Shamir , B. 1975 . A study of working environment and attitudes to work of employees in a number of British hotels , London : University of London . Unpublished PhD thesis
  • Sollund , R. 2000 . På bunnen av hotellet [At the bottom of the hotel] . Søkelys på arbeidsmarkedet , 2 : s.245 – 255 .
  • Sollund , R. 2001 . “You must learn Norwegian first, before you make a dream” . Søkelys på arbeidsmarkedet , 2 : s.233 – 241 .
  • Sollund , R. 2004 . Rammer, rom og mobilitet. Innvandrerkvinners arbeidsliv [Setting, room and mobility. Immigrant women's work lives]. , Oslo : PhD Thesis. Unipax .
  • Sollund , R. 2006 . Mechanistic versus organic organizations' impact on immigrant women's work satisfaction and occupational mobility . Scandinavian Journal of Hospitality and Tourism , 6 (4) : 287 – 307 .
  • Sollund , R. 2007 . “Uniformens mange ansikter” [The many faces of the uniform] . Søkelys på arbeidslivet , 3 Årgang 24 : s.323 – 337 .
  • Stroebe , W. and Stroebe , M. S. 1995 . Social Psychology and Health , Buckingham : Open University Press .
  • Tracey , B. J. and Nathan , A. E. 2002 . The strategic and operational role of human resources: an emerging model . Cornel Hotel and Restaurant Administration Quarterly , 43 : 17 – 26 .
  • Wasmuth , W. J. and Davis , S. W. 1983 . Why employees leave . Cornell Hotel and Restaurant Administration Quarterly , 24 (1) : 11 – 18 .
  • Weaver , A. 2005 . Interactive service work and performative metaphors: The case of the cruise industry . Tourist Studies , 5 : 5 – 27 .
  • Wood , R. C. 1992 . Working in Hotels and Catering , London : Routledge .

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.