|Document ID (ISN)||102881|
|Convention or series no.
||ILO Sectoral Activities Working Paper No.WP.211
||Hoel H., Einarsen S.
||Violence at work in hotels, catering and tourism
||ILO Publications, International Labour Office, 1211 Genève 22, Switzerland, 2003. iii, 35p. 106 ref.
||http://www.ilo.org/public/english/dialogue/sector/papers/tourism/wp211.pdf [in English]
||Violence and stress at work are more prevalent in the service sector than in most others, because they arise from the contact between workers and the public and/or the customer. This working paper is a review of the literature on violence at work in hotels, catering and tourism. Contents: definitions; working conditions which may be conducive to violence and stress at work; vulnerable groups of workers; occurrence of violence and stress; economic impact of violence and stress; causes of stress; causes of sexual harassment; causes of violence and bullying (including the role of alcohol and drugs); under-reporting of violence; prevention, reduction, management and coping strategies.
||bullying; sexual harassment; violence; hotel industry; ILO
||literature survey; drug dependence; report; alcoholism; foreign workers; work time schedules; stress factors; women; conditions of work
||E - Books, reports, proceedings
|Country / State or Province||United Kingdom; ILO; Norway|
||Commerce, services, offices
|Broad subject area(s)
||Stress, psychosocial factors
||Hotels and restaurants
Alcohol and drug abuse
Violence and terrorism
Bullying and mobbing