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Managerial support and employee wellbeing in Greek hospitality: a social support theory perspective on customer abuse and harassment
No full textThe chapter examines the role of managerial support in enhancing employee well-being in the Greek hospitality sector, focusing on the challenges posed by customer abuse and harassment. Grounded in Social Support Theory (SST), the chapter underscores the significant impact of managerial emotional, instrumental, informational, and appraisal support on employee mental health and well-being to mitigate the adverse effects of abuse and harassment, aligning with the “fair management” and “fair conditions” principles of the Fair Work Framework. The chapter's methodology includes an online survey reporting data from 222 hospitality workers across Greece during the COVID-19 pandemic. Research findings reveal high incidences of harassment and a pervasive culture of silence due to fear of retaliation and perceived managerial inaction. Only a minority reported relevant incidents of abuse, indicating the need for improved reporting mechanisms and managerial support. Practical recommendations suggest integrating SST principles into organisational culture, fostering open communication, and establishing robust support systems to counter customer abuse and enhance employee well-being. The chapter advocates for future research to explore individual and contextual factors influencing the effectiveness of managerial support in the hospitality sector
The paradox of workplace abuse and dignity in the Scottish hospitality sector
No full textThe chapter explores the widespread prevalence of verbal abuse, sexual harassment, and bullying within the Scottish hospitality industry. Through an examination and analysis of customer misbehaviour and violence, it reveals that both men and women experience abuse and sexual harassment, with customers identified as the primary perpetrators. Drawing on a discussion on workplace dignity, the chapter uncovers a paradox that challenges traditional assumptions about the impact of workplace abuse on employees' perceptions of dignity. Specifically, while many participants report incidents of abuse and harassment, paradoxically, the majority also expressed feeling respected and dignified at work. This paradox highlights the normalization of workplace abuse and harassment in the industry, with workers 'blocking out' its effects on their dignity. The chapter concludes the critical need to resolve this paradox to foster decent and dignified working conditions within the hospitality sector
Going Beyond Counting First Authors in Author Co-citation Analysis
Get PDFThe present study examines one of the fundamental aspects of author co-citation analysis (ACA) - the way co-citation
counts are defined. Co-citation counting provides the data on which all subsequent statistical analyses and mappings
are based, and we compare ACA results based on two different types of co-citation counting - the traditional type that
only counts the first one among a cited work's authors on the one hand and a non-traditional type that takes into
account the first 5 authors of a cited work on the other hand. Results indicate that the picture produced through this non-traditional author co-citation counting contains more coherent author groups and is therefore considerably clearer. However, this picture represents fewer specialties in the research field being studied than that produced through the traditional first-author co-citation counting when the same number of top-ranked authors is selected and analyzed. Reasons for these effects are discussed
Variations on the Author
Get PDF“Variations on the Author” discusses two of Eduardo Coutinho’s recent films (Um Dia na Vida, from 2010, and Últimas Conversas, posthumously released in 2015) and their contribution to the general question of documentary authorship. The director’s filmography is characterized by a consistent yet self-effacing form of authorial self-inscription: Coutinho often features as an interviewer that rather than express opinions propels discourses; an interviewer that is good at listening. This mode of self-inscription characterizes him as an author who is not expressive but who is nonetheless markedly present on the screen. In Um Dia na Vida, however, Coutinho is completely absent form the image, while Últimas Conversas, on the contrary, includes a confessional prologue that moves the director from the margins to the center of his films. This article examines the ways in which these works stand out in the filmography of a director who offers new insights into the notion of cinematic authorship
Appropriate Similarity Measures for Author Cocitation Analysis
Get PDFWe provide a number of new insights into the methodological discussion about author cocitation analysis. We first argue that the use of the Pearson correlation for measuring the similarity between authors’ cocitation profiles is not very satisfactory. We then discuss what kind of similarity measures may be used as an alternative to the Pearson correlation. We consider three similarity measures in particular. One is the well-known cosine. The other two similarity measures have not been used before in the bibliometric literature. Finally, we show by means of an example that our findings have a high practical relevance.information science;Pearson correlation;cosine;similarity measure;author cocitation analysis
Too scared to go sick? The management and the manifestations of workplace attendance in the food retail sector
Get PDFThis article is a response to Tayloret al’s (2010) call for further research regarding workplace attendance. It examines the new politics of absence management in the UK and Cyprus in food retail sector, identifying a dual approach in managing attendance across the two countries. The first approach suggested the penalization of absence, whilst the second focused on the prevention of absence through accommodation. The article argues that ‘coercion’ is not the sole vehicle to tackle high absence in food retailing rather it suggests the development of other practices to enhance cooperation to regular attendance. The research identifies significant differences regarding the formality of these processes between the two countries, and suggests the generation of a particular attendance culture within the organisations, one that is not merely a culture of fear, as Taylor et al (2010) suggest, but rather a culture that includes accommodation and cooperation
Managing attendance at work: the role of line managers in the UK grocery retail sector
Get PDFPurpose – The purpose of this paper is to investigate the role of line managers in managing attendance at work in the lean regime of grocery retailing. The increasing competitiveness within the sector, coupled with the sophisticated control systems in place put pressure on managers to keep labour costs low. Attendance, therefore, becomes a critical factor, particularly as staffing levels become leaner. Taking this into account, it is necessary to understand the parameters of the line managers’ role in managing attendance, especially within the lean food retail market and the antagonistic terrain of the supermarket shop floor. The paper discusses the impact of lean retailing on line managers’ authority and provides a fresh sociological analysis regarding their role in managing attendance, offering insights into managerial practices on the UK supermarket shop floor. Design/methodology/approach – The paper draws on qualitative research evidence from two case study grocery retail organizations in the UK. It reports on 44 semi-structured interviews and provides a multi-level analysis aiming to understand the different perspectives on the problem examined. Findings – The paper reveals the existence of a centralized absence management policy and highlights the greater involvement of line managers in this procedure. Line managers though were subjected to forces of bureaucratic control, intensification and degradation of their work. Despite having an active role within the attendance management process and high responsibility for the implementation of rules and procedures handed down by head office, they had limited authority over the process. Line managers perceived the latter as routine and a box-ticking exercise and had developed coping tactics to deal with the control from above. Originality/value – This paper provides practical and theoretical considerations over the role of line management in the labour process, investigating their role in managing attendance at work within the lean terrain of food retailing. This research contributes to the ongoing academic discussions related to the devolvement of HR responsibilities to the line, highlighting the great involvement of line managers in the absence policy. It also provides a sociological perspective over line managers’ authority and discretion in managing attendance, revealing that they were subjected to direct and bureaucratic control within their role in attendance management. However, the research reveals that line managers were not passive in the face of direct control from above and had developed tactics to cope with the monotony and the repetition of this process, attempting to somehow escape the top-down control they were subjected to
Dispelling the Myths Behind First-author Citation Counts
Get PDFWe conducted a full-scale evaluative citation analysis study of scholars in the XML research field to explore just how different from each other author rankings resulting from different citation counting methods actually are, and to demonstrate the capability of emerging data and tools on the Web in supporting more realistic citation counting methods. Our results contest some common arguments for the continued
use of first-author citation counts in the evaluation of scholars, such as high correlations between author rankings by first-author citation counts and other citation
counting methods, and high costs of using more realistic citation counting methods that are not well-supported by the ISI databases. It is argued that increasingly available digital full text research papers make it possible for citation analysis studies to go beyond what the ISI databases have directly supported and to employ more
sophisticated methods
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