Sky Service: The Demands of Emotional Labour in the Airline Industry

Following Hochschild's The Managed Heart, which emphasized the problematic features that emotional labour had for women flight attendants, a critical literature emerged which focused on the more enjoyable aspects of emotional labour in service employee experience. This article draws on this literature and analyses emotional labour as a gendered cultural performance but takes issue with the individualizing and pluralistic tenor in the post‐Hochschild discussions. Using a qualitative and quantitative study of nearly 3000 Australian flight attendants, it focuses on organizational and occupational health and safety variables, as well as sexual harass‐ment and passenger abuse — factors barely discussed by Hochschild's critics. The qualitative data indicate that emotional labour is both pleasurable and difficult at different times for the same individual. Gender is still pivotal, as Hochschild suggested, linking emotional labour with sexual harassment. At the same time, the most significant predictors from the quantitative study of whether emotional labour would be costly were organizational. Variables such as whether flight attendants felt valued by the company show that the airline management context is highly influential in the way in which emotional labour is experienced. As a means of understanding the complex relations in this important and eroticized area of service work where flight attendants, airline crews, airline management and passengers have convergent and conflicting interests, the article also deploys a new concept: ‘demanding publics’, to refer to trangressions of the legitimate boundaries of the service worker.     

Race,threat and workplace sexual harassment: The dynamics of harassment in the United States, 1997–2016

Sexual harassment is a persistent problem for women in the workplace. Prior research has explored the effects of sexual harassment on the psychological, physical and economic wellbeing of the victims. Despite the extensive research exploring the causes, most studies focus on micro‐level factors, and few studies examine the role of macro‐level factors on sexual harassment in the workplace. Using public Equal Employment Opportunity Commission (EEOC) data and a separate dataset of individual level workplace sexual harassment complaints, we test two hypotheses about sexual harassment in American workplaces. First, we show that the decline in workplace sexual harassment complaints has been uneven, with African‐American women experiencing an increased relative risk of sexual harassment in the workplace, even as overall reported harassment complaints are down. Second, we show that economic threat — operationalized in this case through unemployment rates — drives increases in sexual harassment of women in American workplaces. While the data on harassment complaints is limited, data strongly suggests that the changes are driven by shifts in underlying levels of harassment, rather than changes in the likelihood of reporting harassment.     

Sexual Harassment in the Creative Industries: Tolerance,Culture and the Need for Change

The economic, social and cultural contributions of the creative industries are essential elements of many societies and their governments' policies. However, there is growing evidence that precarity, competition and lack of regulation within these industries is exacerbating inequalities with respect to gender, race and class. With a focus on gender and sexual harassment among female workers, this study involved 32 in‐depth interviews with women working in the Netherlands' creative industries. Data were analyzed using content analysis. Findings suggest that sexual harassment is prevalent, and many women considered it to be part of their occupational culture and career advancement. Four factors influenced this phenomenon: competition for work; industry culture; gendered power relations; and the importance of informal networks. Implications include the need for a climate of non‐tolerance, sector‐specific research and guidelines, sensitivity training and further work with unions and professional associations to provide worker protection strategies traditionally undertaken by organizations. The article concludes that effective sexual harassment prevention requires action at the individual, educational, sectoral and governmental levels, beginning with public conversations to convey the message that sexual harassment is never acceptable.     

Work,Bodies and Boundaries: Talking Sexual Harassment in the New Economy

This article examines sexual harassment in the context of the new economy and highlights the manner in which the changing nature of work — and in particular the acknowledged rise of sexualized ‘body work’ — troubles conventional understandings of what constitutes sexual harassment in the workplace and the means to address it. Using data from a small‐scale qualitative study of service workers and professional employees, we explore the ways in which those definitions of sexual harassment now fail to match participants' accounts of their working lives. We examine sexual harassment in the context of the rise of service roles that require forms of increasingly sexualized ‘body work’ from employees, increased demands for workers to ‘self‐manage’, and new flexible modes of employment that blur the boundaries between being ‘on’ and ‘off’ the job. We conclude that these ‘new’ modes of work may provide the conditions for the revival of ‘old’ stories which limit the capacity of individuals to recognize and label behaviours as ‘sexual harassment’.     

Sexual harassment in contemporary workplaces: Contextualizing structural vulnerabilities

Recent high‐profile cases of unwanted sexual attention in the workplace and the vibrancy of the associated #MeToo movement have drawn attention to the need to continue to explore workplace sexual harassment. In this article, we review existing literature on workplace sexual harassment, with an emphasis on the roles of power and structural vulnerability—key factors underlying sexual harassment. We argue for the need to contextualize structural vulnerabilities, with an eye towards uncovering how dimensions of power and vulnerability vary across workplaces, creating different mechanisms contributing to sexual harassment in specific contexts. With this backdrop, we then use the restaurant service industry as an example to illustrate the unique structural vulnerabilities workers are exposed to in this environment. We conclude with a discussion of the importance of continuing to investigate the dynamics of sexual harassment, especially with work that takes an intersectional approach.     

‘But It's Your Job To Be Friendly’: Employees Coping With and Contesting Sexual Harassment from Customers in the Service Sector

This article analyses how employees in the service sector respond to sexual harassment from customers and attempts to explain why this is so. There are only a small number of previous studies examining the issue of customer‐perpetrated sexual harassment. Those that have been conducted have detailed the nature and prevalence of sexual harassment from customers, but this research lags behind employee experience and some emerging policy responses to this issue. The extant literature, whilst growing, remains largely limited to documenting the phenomenon. In this article, we attempt to create a deeper analysis of customer‐perpetrated harassment by conducting a new review of the literature to develop propositions about how employees respond to it and the factors that influence their responses. These propositions are analysed in relation to a qualitative pilot study with 15 interviewees who had experienced sexual harassment from customers to understand how they reacted and why. The article shows how the social norms and precarious working conditions of the service sector constrain employees from seeking formal redress, leading to the enactment of informal coping strategies and temporary contestations of the situation. This research is important for building our understanding of the influence of workplace context for framing employee responses to customer sexual harassment.     

Sexual Harassment in Small‐Town New Zealand: A Qualitative Study of Three Contrasting Organizations

This research investigates women's experiences of sexual harassment in three different organizations in the same New Zealand town. Women working at the local meat‐processing plant, a retail store and a local bank were interviewed about their personal experiences of sexual harassment. The interviews revealed that sexual harassment took different forms and was interpreted and responded to differently in each organization. Women at the meatworks were often socially isolated from other women and had few effective strategies for combating the verbal and physical harassment collectively perpetrated by male employees. In contrast, women at the store had a range of collective coping strategies which enabled them to regard harassment from fellow‐workers and customers as an irritant rather than a serious threat. Women at the bank also had various collective coping strategies, but were more constrained by customer service norms in the organization. These findings are discussed in relation to three key themes; firstly, the influence of the local environment on organizational life; secondly, the effects of differing organizational structures and cultures on the expression and interpretation of sexual harassment and thirdly, the effectiveness of the various ‘communities of coping’ which women develop to combat sexual harassment in the workplace.     

The Economic Consequences of Child Sexual Abuse for Adult Lesbian Women

This study is designed to extend the investigation of the long‐term consequences of child sexual abuse (CSA) into the workplace and to consider the effects on the economic welfare of 1,925 lesbian women from the National Lesbian Health Care Survey. It seeks to develop a two‐stage, least‐squares model that considers simultaneously the effects of child sexual abuse on four spheres of a woman's life—her physical health, mental health, educational attainment, and economic welfare; and to investigate the differential impacts of diverse forms of child sexual abuse on the adult woman's functioning. The CSA survivors experienced adverse health and mental health consequences. The type of CSA experienced was also a significant predictor of a woman's educational attainment and annual earnings.     

Women,Gendered Work and Gendered Violence: So Much More than a Job

This article explores the experiences of individuals who work with men who are violent, focusing in particular on the differential gendered impacts of this area of practice. Violence intervention is widely recognized as work that is difficult, demanding and, frequently, confronting. It is less often recognized that such work is not only experienced differently by men and women, but significantly, that it may weigh more heavily, with impacts that are both broader and more profound, on the women working in this area. Building upon an understanding of the gendered nature of work and the workplace, this research reveals the distinctively gendered nature and impact of work with men who are violent, highlighting the complex interplay of gendered individuals, in the gendered workplace, in relation to a specifically gendered activity, that of men's violence.     

Working for Men-at the Intersection of Power, Gender, and Sexuality

This article examines the dynamics of Bazooms. a "restaurant" in which power, gender, and sexuality come together to color relations between the three major "players" involved: waitresses, managers, and customers. Job-based power relations and inequities, gender roles, implicit and explicit sexual roles, and sexual harassment are all "at work" in such a workplace. But definitions of power, gender roles, sexual identities. and harassment are in constant flux with each interaction among the players inside the Bazooms world. The women who work at Bazooms–the "Bazooms girls"—are disadvantaged in these interactions, but they are not helpless. Dynamics within the restaurant are constantly being negotiated and altered (within constraints) as these women exercise agency in the workplace.     

Working for Men-at the Intersection of Power, Gender, and Sexuality

This article examines the dynamics of Bazooms. a "restaurant" in which power, gender, and sexuality come together to color relations between the three major "players" involved: waitresses, managers, and customers. Job-based power relations and inequities, gender roles, implicit and explicit sexual roles, and sexual harassment are all "at work" in such a workplace. But definitions of power, gender roles, sexual identities. and harassment are in constant flux with each interaction among the players inside the Bazooms world. The women who work at Bazooms–the "Bazooms girls"–are disadvantaged in these interactions, but they are not helpless. Dynamics within the restaurant are constantly being negotiated and altered (within constraints) as these women exercise agency in the workplace.     

Employer liability for third‐party sexual harassment

While most employers understand the scope of their responsibility to prevent sexual harassment between employees, the scope of an employer's responsibility to prevent sexual harassment by third parties is often less clear. Such third parties may include customers, clients, sales representatives, vendors, investors, or anyone in the workplace who is not a member of the employer's workforce. Although an employer may be unable to easily control non‐employee actions, it is legally obligated to respond to any third‐party sexual harassment of its employees that is brought to the employer's attention. With proper safeguards and remedial action, however, an employer can keep its employees safe from third‐party sexual harassment and protect itself from liability in the process. This Q&A explains employer liability for third‐party sexual harassment, describes the ramifications of an employer's failure to properly address or prevent it, and recommends strategies to reduce an employer's legal exposure.     

Return to Gender: An Analysis of Women’s Disadvantage in Postal Work

The workplace is a crucial locale for understanding three important issues in contemporary debates on gender and organizations; the processes by which work becomes gendered, the origins and nature of gender segregation and the role of trade unions in delivering gender equality. This article presents data from a study of workplace transformations in Royal Mail, and demonstrates the dynamic interplay of factors over time, which have sustained postal work in the UK as a gendered occupation and continues to disadvantage women in the workforce. The article shows that the position of women in postal work has been historically and contemporaneously linked to the relations between the trade union, management, male and female workers. The data illustrate that the power relations between the main actors have sustained the dynamic of women’s disadvantage. Furthermore, the processes that have sustained postal work as a gendered job continue to segregate men and women’s work at the level of the workplace.     

Sexual Minority Women's Gender Identity and Expression: Challenges and Supports

Sexual minority women were divided into four groups to study their gender identities (butch and femme), and gender expression (traditionally gendered and non-traditionally gendered women who do not identify as butch or femme). Experiences of heterosexist events (discrimination, harassment, threats of violence, victimization, negative emotions associated with these events), mental health (self esteem, stress, depression), and supports for a sexual minority identity (social support, outness, internalized homophobia) were examined across these groups. Findings suggested that butch-identified women experienced more heterosexist events than femme women or women with non-traditional gender expressions. There were no differences in mental health variables.     

Having It All? Women in High Commitment Careers and Work–Life Balance in Norway

The question if, or how, women can 'have it all' — high commitment career, partner and children — is regularly debated in popular media internationally. Drawing on qualitative research, this article examines work–life balance (WLB) for women in high commitment careers as politicians and non‐executive directors on corporate boards in Norway. Norway is lauded as one of the most gender equal countries in the world and in theory at least it is therefore a highly enabling environment for women to combine career and family. The article considers the WLB challenges women politicians and directors encounter and what types of WLB support — national, workplace and household level — are important for them in order to mitigate the potential strain caused by work–family conflict. This article's contribution is in highlighting the competing and sometimes contradictory policies, practices and discourses at multiple levels that surround WLB and the gendered social expectations of women in Norway who apparently 'have it all'.     

Non‐job work/unpaid caring: Gendered industrial relations in long‐term care

This article explores the operation of gender and industrial relations in long‐term care work or nursing home work, ‘from within’ the experience of the predominantly female workforce in seven unionized facilities in Canada. Drawing on qualitative case study data in non‐profit facilities, the article argues that the main industrial relations challenges facing long‐term care workers are that their workplace priorities do not fit within existing, gendered, industrial relations processes and institutions. This article starts from the experience of women and threads this experience through other layers of social organization such as: global and local policy directions including austerity, New Public Management, and social and healthcare funding; industrial relations mechanisms and policy; and workers’ formal [union] and informal efforts to represent their interests in the workplace. The strongest themes in the reported experience of the women include: manufacturing conditions for unpaid work; increasing management and state dependence on unpaid care work; fostering loose boundaries; and limiting respect and autonomy as aspects of care work. The article extends the feminist political economy by analysing the links between the policies noted above and frontline care work. Building on gendered organizational theory the article also introduces the concept of non‐job work and suggests a fourth industrial relations institution, namely the needs and gendered expectations of residents, families and workers themselves, operating within the liminal spaces in care work.     

Sexual minority women's gender identity and expression: challenges and supports

Sexual minority women were divided into four groups to study their gender identities (butch and femme), and gender expression (traditionally gendered and non-traditionally gendered women who do not identify as butch or femme). Experiences of heterosexist events (discrimination, harassment, threats of violence, victimization, negative emotions associated with these events), mental health (self esteem, stress, depression), and supports for a sexual minority identity (social support, outness, internalized homophobia) were examined across these groups. Findings suggested that butch-identified women experienced more heterosexist events than femme women or women with non-traditional gender expressions. There were no differences in mental health variables.     

‘It's Just Something that Happens’: the Invisibility of Sexual Harassment in the Workplace

This paper critically examines the construction and definition of sexual harassment — both in policy documents and in everyday life experiences — in order to consider why it is often invisible in the workplace. Drawing on semi-structured interview data, it explores, in particular, the ways in which accounts of experiences of sexual harassment effectively minimize both its incidence and its importance. Finally, it considers the implications of this in order more effectively to combat sexual harassment in the workplace.     

SPORTS‐LED TOURISM,SPATIAL DISPLACEMENT,AND HOTEL DEMAND

We analyze the relationship between professional sports events and concerts held in LA's Staples Center and nearby hotel performance. Government‐led economic redevelopment projects often envision sports facilities as tourist magnets. Little evidence exists supporting links between sporting events and hotel demand. An empirical analysis exploiting exogenous daily variation in the timing of games and concerts from 2002 to 2017 shows a small positive impact on room revenue at hotels within one mile and larger room revenue decrease at hotels located one to 4 miles away. The overall impact on hotel room revenue and rooms rented was not positive. Nearby hotel room rates increased during NBA and NHL work stoppages. The city granted four new hotels built very near the arena exemptions from occupancy taxes for 20–25 years; these exemptions reduced hotel tax revenues by a minimum of $4.5 million annually and may not have been needed to spur new hotel development. (JEL H26, H71, Z28)     

POWER, STATUS, AND ABUSE AT WORK: General and Sexual Harassment Compared

Workplace harassment can be devastating for employees and damaging for organizations. In this article, we expand the literature by identifying common and distinct processes related to general workplace harassment and workplace sexual harassment . Using both structural equation modeling and in-depth case immersion, we analyze content-coded data from the full population of workplace ethnographies—ethnographies that provide in-depth information on the nature and causes of both general and sexual harassment that would otherwise be difficult to gather. Importantly, both forms of harassment emerge in settings characterized by physically demanding work and minority work groups. In such contexts, both general and sexual harassment enforce formal and informal status hierarchies and social exclusion. Grievance mechanisms and "team models" of workplace organization reduce sexual harassment but have no effect on general harassment. We conclude with a discussion of theoretical, legal, and policy implications for identifying and remedying harassment as a widespread and devastating form of inequality and social exclusion in organizations.