IDEAS home Printed from https://ideas.repec.org/a/eee/anture/v56y2016icp112-127.html
   My bibliography  Save this article

Performing: Hotel room attendants’ employment experiences

Author

Listed:
  • Kensbock, Sandra
  • Jennings, Gayle
  • Bailey, Janis
  • Patiar, Anoop

Abstract

Performing is a socio-psychological process of defining self as a room attendant and finding dignity in the course of completing daily tasks while interacting with other social actors—guests and hotel employees—on hotel stages. The grounded theory of performing emerged from qualitative research, informed by socialist-feminist critical theory and qualitative social constructivist grounded theory. Forty-six room attendants working in one of five participating 5-star hotels located in South East Queensland, Australia, were interviewed. Performing has ramifications for tourism service provision, specifically, hotel praxis and the need for greater acknowledgement of room attendants as a community of value, possessing practical knowledge that could be used to improve daily operations, enhancing guest interactions and tourism service experiences.

Suggested Citation

  • Kensbock, Sandra & Jennings, Gayle & Bailey, Janis & Patiar, Anoop, 2016. "Performing: Hotel room attendants’ employment experiences," Annals of Tourism Research, Elsevier, vol. 56(C), pages 112-127.
    • Handle: RePEc:eee:anture:v:56:y:2016:i:c:p:112-127
    DOI: 10.1016/j.annals.2015.11.010
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0160738315001693
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.annals.2015.11.010?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Boon, Bronwyn, 2007. "Working within the front-of-house/back-of-house boundary: Room attendants in the hotel guest room space," Journal of Management & Organization, Cambridge University Press, vol. 13(2), pages 160-174, June.
    2. Sandra Kensbock & Janis Bailey & Gayle Jennings & Anoop Patiar, 2015. "Sexual Harassment of Women Working as Room Attendants within 5-Star Hotels," Gender, Work and Organization, Wiley Blackwell, vol. 22(1), pages 36-50, January.
    3. Chris Warhurst & DENNIS NICKSON & ANNE WITZ & ANNE MARIE CULLEN, 2000. "Aesthetic Labour in Interactive Service Work: Some Case Study Evidence from the ‘New’ Glasgow," The Service Industries Journal, Taylor & Francis Journals, vol. 20(3), pages 1-18, July.
    4. Tor ERIKSSON & Jingkun LI, 2009. "Working at the boundary between market and flexicurity: Housekeeping in Danish hotels," International Labour Review, International Labour Organization, vol. 148(4), pages 357-373, December.
    5. Rachel Sherman, 2011. "Beyond interaction," Work, Employment & Society, British Sociological Association, vol. 25(1), pages 19-33, March.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Rydzik, Agnieszka & Pritchard, Annette & Morgan, Nigel & Sedgley, Diane, 2017. "Humanising migrant women’s work," Annals of Tourism Research, Elsevier, vol. 64(C), pages 13-23.
    2. Alcalde-González, Verna & Gálvez Mozo, Ana & Valenzuela Bustos, Alan, 2021. "No clean rooms, no hotel business: Subversion tactics in Las Kellys’ struggle for dignity in hotel housekeeping," Annals of Tourism Research, Elsevier, vol. 91(C).
    3. Ladkin, Adele & Mooney, Shelagh & Solnet, David & Baum, Tom & Robinson, Richard & Yan, Hongmin, 2023. "A review of research into tourism work and employment: Launching the Annals of Tourism Research curated collection on tourism work and employment," Annals of Tourism Research, Elsevier, vol. 100(C).
    4. Lugosi, Peter & Ndiuini, Ann, 2022. "Migrant mobility and value creation in hospitality labour," Annals of Tourism Research, Elsevier, vol. 95(C).
    5. Robinson, Richard N.S. & Baum, Tom & Golubovskaya, Maria & Solnet, David J. & Callan, Victor, 2019. "Applying endosymbiosis theory: Tourism and its young workers," Annals of Tourism Research, Elsevier, vol. 78(C), pages 1-1.
    6. Daskin, Mustafa, 2019. "Self-efficacy model for better job outcomes: An approach to promote female employment in turkish hotel context," Journal of Tourism, Sustainability and Well-being, Cinturs - Research Centre for Tourism, Sustainability and Well-being, University of Algarve, vol. 7(2), pages 188-207.
    7. Xenia Chela-Alvarez & Oana Bulilete & M. Esther García-Buades & Victoria A. Ferrer-Perez & Joan Llobera-Canaves, 2020. "Perceived Factors of Stress and Its Outcomes among Hotel Housekeepers in the Balearic Islands: A Qualitative Approach from a Gender Perspective," IJERPH, MDPI, vol. 18(1), pages 1-21, December.

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Colin Lindsay & Ronald W. McQuaid, 2004. "Avoiding the ‘McJobs’," Work, Employment & Society, British Sociological Association, vol. 18(2), pages 297-319, June.
    2. Uju Violet Alola & Simplice A. Asongu & Andrew Adewale Alola, 2019. "Linking supervisor incivility with job embeddedness and cynicism: The mediating role of employee self-efficacy," Working Papers of the African Governance and Development Institute. 19/091, African Governance and Development Institute..
    3. Laura Good & Rae Cooper, 2016. "‘But It's Your Job To Be Friendly’: Employees Coping With and Contesting Sexual Harassment from Customers in the Service Sector," Gender, Work and Organization, Wiley Blackwell, vol. 23(5), pages 447-469, September.
    4. Rafia Faiz, 2023. "My first Little Black Dress: A Muslim immigrant woman academic's reflection on entanglement of esthetic labor and emotional labor at a White dinner," Gender, Work and Organization, Wiley Blackwell, vol. 30(3), pages 1142-1147, May.
    5. Julia Coffey & David Farrugia & Lisa Adkins & Steven Threadgold, 2018. "Gender, Sexuality, and Risk in the Practice of Affective Labour for Young Women in Bar Work," Sociological Research Online, , vol. 23(4), pages 728-743, December.
    6. Rydzik, Agnieszka & Kissoon, Chavan Sharma, 2022. "The shaping of the neoliberal worker: Socialisation of young adults through flexible hospitality work," Annals of Tourism Research, Elsevier, vol. 97(C).
    7. Saikat Maitra & Srabani Maitra, 2018. "Producing the Aesthetic Self: An Analysis of Aesthetic Skill and Labour in the Organized Retail Industries in India," Journal of South Asian Development, , vol. 13(3), pages 337-357, December.
    8. Shelagh Mooney & Irene Ryan & Candice Harris, 2017. "The Intersections of Gender with Age and Ethnicity in Hotel Careers: Still the Same Old Privileges?," Gender, Work and Organization, Wiley Blackwell, vol. 24(4), pages 360-375, July.
    9. Joan Sangster & Julia Smith, 2016. "Beards and Bloomers: Flight Attendants, Grievances and Embodied Labour in the Canadian Airline Industry, 1960s–1980s," Gender, Work and Organization, Wiley Blackwell, vol. 23(2), pages 183-199, March.
    10. Deborah Dean, 2005. "Recruiting a self," Work, Employment & Society, British Sociological Association, vol. 19(4), pages 761-774, December.
    11. Sandra Kensbock & Janis Bailey & Gayle Jennings & Anoop Patiar, 2015. "Sexual Harassment of Women Working as Room Attendants within 5-Star Hotels," Gender, Work and Organization, Wiley Blackwell, vol. 22(1), pages 36-50, January.
    12. Akhlaq Ahmad, 2020. "Do Equal Qualifications Yield Equal Rewards for Immigrants in the Labour Market?," Work, Employment & Society, British Sociological Association, vol. 34(5), pages 826-843, October.
    13. Susanne YP Choi, 2018. "Masculinity and Precarity: Male Migrant Taxi Drivers in South China," Work, Employment & Society, British Sociological Association, vol. 32(3), pages 493-508, June.
    14. Otterbring, Tobias & Bhatnagar, Roopali & Samuelsson, Peter & Borau, Sylvie, 2021. "Positive gender congruency effects on shopper responses: Field evidence from a gender egalitarian culture," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    15. David Sarpong & Mairi Maclean, 2017. "Service nepotism in cosmopolitan transient social spaces," Work, Employment & Society, British Sociological Association, vol. 31(5), pages 764-781, October.
    16. Kate Grosser & Meagan Tyler, 2022. "Sexual Harassment, Sexual Violence and CSR: Radical Feminist Theory and a Human Rights Perspective," Journal of Business Ethics, Springer, vol. 177(2), pages 217-232, May.
    17. Toyin Ajibade Adisa & Chima Mordi & Andrew R Timming, 2024. "Employment Discrimination against Indigenous People with Tribal Marks in Nigeria: The Painful Face of Stigma," Work, Employment & Society, British Sociological Association, vol. 38(3), pages 787-808, June.
    18. Keith Hayton, 2002. "Helping Those With Mental Health Problems Access Open Employment - A Glasgow Case Study," Local Economy, London South Bank University, vol. 17(1), pages 35-49, February.
    19. Tsaur, Sheng-Hshiung & Hsu, Fu-Sung & Kung, Li-Hua, 2020. "Hassles of cabin crew: An exploratory study," Journal of Air Transport Management, Elsevier, vol. 85(C).
    20. Uju Violet Alola & Turgay Avci & Ali Ozturen, 2018. "Organization Sustainability through Human Resource Capital: The Impacts of Supervisor Incivility and Self-Efficacy," Sustainability, MDPI, vol. 10(8), pages 1-16, July.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:anture:v:56:y:2016:i:c:p:112-127. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: http://www.journals.elsevier.com/annals-of-tourism-research/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.