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Document ID (ISN)102881
CIS number 03-1985
Year 2003
Convention or series no. ILO Sectoral Activities Working Paper No.WP.211
Author(s) Hoel H., Einarsen S.
Title Violence at work in hotels, catering and tourism
Bibliographic information ILO Publications, International Labour Office, 1211 Genève 22, Switzerland, 2003. iii, 35p. 106 ref.
Internet access [in English]
Abstract 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.
Descriptors (primary) bullying; sexual harassment; violence; hotel industry; ILO
Descriptors (secondary) literature survey; drug dependence; report; alcoholism; foreign workers; work time schedules; stress factors; women; conditions of work
Document type E - Books, reports, proceedings
Country / State or ProvinceUnited Kingdom; ILO; Norway
Subject(s) Commerce, services, offices
Broad subject area(s) Stress, psychosocial factors
Browse category(ies) Hotels and restaurants
Alcohol and drug abuse
Violence and terrorism
Bullying and mobbing
Sexual harassment