The paradox of workplace abuse and dignity in the Scottish hospitality sector

Anastasios Hadjisolomou; Tayler Cunningham; Irma Booyens; Dennis Nickson; Tom Baum

doi:10.23912/978-1-917433204-5836

The paradox of workplace abuse and dignity in the Scottish hospitality sector

Anastasios Hadjisolomou^*, Tayler Cunningham, Irma Booyens, Dennis Nickson, Tom Baum

^*Corresponding author for this work

Work, Employment And Organisation

Research output: Chapter in Book/Report/Conference proceeding › Chapter

Abstract

The 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.

Original language	English
Title of host publication	Unpacking Hospitality Work Realities
Subtitle of host publication	Insights and Advocacy from the Global Hospitality Research Alliance
Editors	Deirdre Curran, Anastasios Hadjisolomou
Place of Publication	Oxford
Chapter	5
Pages	65-81
Number of pages	17
ISBN (Electronic)	9781917433211
DOIs	https://doi.org/10.23912/978-1-917433204-5836
Publication status	Published - 1 May 2025

Keywords

Scotland
hospitality
abuse
dignity

Access to Document

10.23912/978-1-917433204-5836

1 Finished

Employment Experience of Hospitality Workers in Scotland
Booyens, I. (Principal Investigator), Hadjisolomou, T. (Co-investigator), Nickson, D. (Academic), Baum, T. (Academic) & Cunningham, T. (Researcher)
1/06/20 → 30/04/21
Project: Internally funded project

3 Chapter
1 Book

The Fair Work Framework: Its future and evolution
Gjerald, O., Larkin, A. & Nickson, D., 28 May 2025, Unpacking Hospitality Work Realities: Insights and Advocacy from the Global Hospitality Research Alliance. Curran, D. & Hadjisolomou , A. (eds.). p. 184-200 17 p.
Research output: Chapter in Book/Report/Conference proceeding › Chapter
Unpacking Hospitality Work Realities: Insights and Advocacy from the Global Hospitality Research Alliance
Curran, D. (Editor) & Hadjisolomou, A. (Editor), 28 May 2025, Oxford. 240 p.
Research output: Book/Report › Book
Introduction and context
Baum, T., Hadjisolomou, T., Curran, D. & Robinson, R., 1 Apr 2025, Unpacking Hospitality Work Realities: Insights and Advocacy from the Global Hospitality Research Alliance. Oxford, p. 1-12 12 p.
Research output: Chapter in Book/Report/Conference proceeding › Chapter

1 Participation in workshop, seminar, course

Addressing Sexual Harassment in the Hospitality Industry
Hadjisolomou, T. (Organiser), Booyens, I. (Organiser), Gjerald, O. (Invited speaker), Linge, T. T. (Invited speaker), Cunningham, T. (Participant) & MOGHADAS, S. (Organiser)
2024
Activity: Participating in or Organising an Event › Participation in workshop, seminar, course

Cite this

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abstract = "The 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{\textquoteright} 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 {\textquoteleft}blocking out{\textquoteright} 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.",

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The paradox of workplace abuse and dignity in the Scottish hospitality sector. / Hadjisolomou, Anastasios; Cunningham, Tayler; Booyens, Irma et al.
Unpacking Hospitality Work Realities: Insights and Advocacy from the Global Hospitality Research Alliance. ed. / Deirdre Curran; Anastasios Hadjisolomou. Oxford, 2025. p. 65-81.

Research output: Chapter in Book/Report/Conference proceeding › Chapter

TY - CHAP

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AB - The 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.

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The paradox of workplace abuse and dignity in the Scottish hospitality sector

Abstract

Keywords

Access to Document

Fingerprint

Projects

Employment Experience of Hospitality Workers in Scotland

Research output

The Fair Work Framework: Its future and evolution

Unpacking Hospitality Work Realities: Insights and Advocacy from the Global Hospitality Research Alliance

Introduction and context

Activities

Addressing Sexual Harassment in the Hospitality Industry

Cite this