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PRAZER-SOFRIMENTO NO TRABALHO EM HOTÉIS: ENTRE SERVIÇO E SERVIDÃO
Abstract
O objetivo deste artigo é refletir sobre as vivências de prazer-sofrimento de um grupo de trabalhadores de hotéis, observando as situações em que o serviço hoteleiro pode se converter em servidão de quem trabalha. Foram conduzidas cinco entrevistas virtuais semiestruturadas com trabalhadores de setores operacionais de hotéis de nível superior e luxo da cidade do Rio de Janeiro. Empregou-se a hermenêutica-dialética como exercício interpretativo das narrativas dos trabalhadores. Ao promover um diálogo entre conceitos provenientes da psicodinâmica do trabalho e as narrativas de trabalhadores de hotéis, foi possível esboçar dimensões em que o ato de servir pode configurar serviço ou servidão. Ventila-se a hipótese de que o discurso do imperativo de servir, na roupagem de hospitalidade comercial, pode naturalizar relações e vivências de servidão enquanto potência de padecimento, expressos pelas jornadas irregulares, extensivas e exaustivas, rigidez nas normas e protocolos e pela dificuldade de ter uma vida fora do trabalho.
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Current study aimed at examining the influence of customer-focused service management on spreading service culture inside the organization. In order to test the eligibility of such hy-potheses quantitative survey was distributed on (278) workers within fast food restaurants in Amman- Jordan. The sample contained marketing managers and sales representatives from the chose international chain fast-food restaurants. Results of study indicated that there is an influence of customer-focused service management on service culture that is attributed to leadership and people working in the organization, it was meant leadership and due to its close connection to employees can help in spreading awareness regarding service quality and people themselves should have the in-depth awareness of the importance of quality in general and service quality in particular. Study recommended that service culture shouldn't be spread among frontline employees only, it should surpass to the leaders, middle management, higher management and CEO, and Understanding customer expectations has to rhyme with organi-zational mission and vision; employees must have full understanding of their organization's mission and vision before starting to understand service culture.
Este estudo objetivou compreender a percepção dos bancários sobre a organização das metas nas instituições financeiras, entender a visão que eles possuem sobre essas e investigar as repercussões das mesmas na vida dos empregados. Onze colaboradores de instituições financeiras públicas e privadas do Rio Grande do Sul/Brasil participaram de uma entrevista semiestruturada. As respostas foram submetidas à análise de conteúdo. Percebeu-se que as metas são constituídas de forma a transformar os funcionários em vendedores de produtos e serviços. Segundo a maioria dos bancários, as metas são difíceis de atingir e são uma imposição com repercussões na vida pessoal e profissional dos trabalhadores. A cobrança pelo cumprimento das metas seguidamente causa sofrimento nos bancários, podendo desencadear problemas de saúde. Palavras-chave: objetivos organizacionais; trabalho; sofrimento.
Despite the campaigns of the Nineteenth Century, there are currently millions of people that are enslaved across the globe. Some of these slaves are directly engaged in the hospitality sector; in other cases they are indirectly associated with the hospitality firms through sub-contacted supplier organisations. In addition, some of the industry's employees experience a kind of neo-slavery, due to low pay and low levels of personal wealth. Although they are free, their circumstances limit their power to resist unfair treatment and poverty pay rates. Hospitality organisations concerned with ethical business practices are taking an active stand against the use of slaves, directly or indirectly; and they adopt human resource management practices that pay wages that allow the workforce to live at an acceptable standard. This paper highlights some moral and ethical positions relating to slavery and neo-slavery, and the priorities for organisational policies.
This article discusses the process of subjectivation in the labor and care process, and refers to the idea of subjectivity in Spinoza. The worker operates in freedom if he manages to control affectus, thus opening himself up to creative work. If one acts captured by capitalistic, moral or scientific lines, one acts according to these logics, and therefore in servitude. We conclude that it is difficult to have a work process that operates only by servitude or freedom. Of these two possibilities, a variation defined by the struggle between the forces at play was found most likely, one in which different degrees of freedom are imposed on the Work process. Creative Work is visible in the micro dimension of health work in spaces circumscribed by the work process, in different formats and intensities. Through it one can create diversions, innovations to the established pattern of care, thus conducting creative therapeutic projects, expression of freedom. Resumo Este artigo discute o processo de subjetivação no processo de trabalho e cuidado, e toma como refe-rência a ideia de subjetividade em Spinoza. O traba-lhador opera na liberdade se conseguir controlar as afecções e suas capturas, abrindo-se assim para um Trabalho Criativo. Se agir capturado pelas linhas ca-pitalísticas, da moral ou da ciência, ele age conforme estas lógicas e, portanto, na servidão. Conclui-se que é difícil um processo de trabalho que opere apenas pela servidão ou pela liberdade. Entre estas duas possibilidades, verifica-se ser mais provável uma variação definida pela luta entre as forças em jogo, em que diferentes graus de liberdade se impõem no processo de trabalho. O Trabalho Criativo é visível na dimensão micropolítica do trabalho em saúde, em espaços circunscritos ao processo de trabalho, em diferentes formatos e intensidades. Através dele é possível criar desvios, inovações ao padrão instituí-do de cuidado, operando assim projetos terapêuticos criativos, expressão da liberdade.
The job in the bank is wrapped by financial ideas, underestimates the social and reveals itself as a weaken machine which invalidates the bank clerks, who show increasing rates of depression. There was, thus, a need to identify the depressive experiences in the banking environment, its effects overwork relations and subjectivity of workers in the light of the qualitative approach, from Clinical Sociology and Psychodynamic of Work. The speech of the bank clerks revealed the precariousness of working conditions, which impose the ethics of individualism, fear and loneliness, abdication of desires, kidnapping of speech, intelligence and depression: a danger sign that demands a review of management practices and established relationships between banks and bank clerks, in order to facilitate the regaining of consciousness and autonomy, besides the empowerment of governance, and therefore, the rescue of solidarity, trust, renewal of desires and pleasure at work.
In this paper we analyze and articulate some notions of living work with the production of ethically and politically qualified lifestyles. Therefore we resume some propositions, mainly Karl Marx's, Hannah Arendt's, Christophe Dejours' and Giorgio Agamben's, from which we will reflect on the living work as a instituting action of lifestyles produced from experiences of the real, those understood here as experiences of appropriation of the un-appropriable, a notion that we develop throughout the paper. KEYWORDS: Work life. Life forms. Psychodynamics of work.
RÉSUMÉ: Dans cet article, nous analysons et articulons quelques notions de travail vivant en direct avec la production de formes de vie éthique et politiquement qualifiées. Pour cet itinéraire, nous avons opté quelques propositions, en particulier Karl Marx, Hannah Arendt, Christophe Dejours et Giorgio Agamben, à partir de laquelle nous allons essayer de penser le travail vivant comme instituant une action des formes de vie qui sont produites à partir des expériences réelles, vue ici comme expériences de l'appropriation de l´inappropriable, une notion qui se développent tout au long de l'article. MOTS-CLÉS: Travail Vivant. Formes de vie. Psychodynamique du travail. RESUMEN: En este trabajo se analizan y articulan algunas nociones de trabajo que conviven con la producción de formas de vida ética y políticamente cualificada. Para realizar esta ruta, rescatamos algunas proposiciones, especialmente las de Karl Marx, Hannah Arendt, Christophe Dejours y Giorgio Agamben, a partir de las cuales vamos a tratar de pensar en el trabajo vivo en el que se establece una acción de formas de vida que se generan a partir de las experiencias reales, vistos aquí inapropiable como la apropiación de experiencias, una noción que se desarrollan a lo largo del artículo. PALABRAS CHAVE: Trabajo Vivo. Las formas de vida. Psicodinámica del trabajo.
RESUMO: Neste artigo, procuramos analisar e articular algumas noções de trabalho vivo com a produção de formas de vida ética e politicamente qualificadas. Para este percurso, resgatamos Neste artigo, procuramos analisar e articular algumas noções de trabalho vivo com a produção de formas de vida ética e politicamente qualificadas. Para este percurso, resgatamos
algumas proposições, principalmente de Karl Marx, Hannah Arendt, Christophe Dejours e Giorgio Agamben, a partir das quais tentaremos pensar o trabalho vivo como ação instituinte das formas de vida que são produzidas a partir de experiências do real, entendidas aqui como experiências de apropriação do inapropriável, noção que desenvolveremos ao longo do artigo.
With the increase of studies on hospitality professionals over the
years, it is essential to perform a review on those works. This review
was conducted through the databases Web of Knowledge, Web of
Science (Social Sciences Index Expanded, Social Sciences Citation
Index, Medline), and Science Direct. We searched for articles
published between 2000 and 2014, crossing the keywords
“hospitality”, “tourism”, and “hotel” with the keywords
“professionals”, “employees”, and “workers”. Our aim was to identify
the most studied variables on hospitality employees. The search
process resulted on 3700 initial references, being selected 242. We
verified that work satisfaction was studied in 51 articles and stress,
burnout, and mental exhaustion in 31. For that reason, this review
aggregates and analyses these results. This study has implications for
the understanding of the roll of these variables in hospitality and
tourism economic profitability, as well as in human resources
management policies and individual well-being.
This paper argues that issues of employment in tourism raise fundamental concerns in the context of basic human rights. Such rights lie at the heart of intentions within the UN’s 2030 Agenda for Sustainable Development which advocates ‘full and productive employment and decent work for all’. This paper contends that concerns relating to tourism employment, therefore, lie at the heart of the sustainability debate within international tourism. At a time of sustained growth in demand for tourism worldwide, the industry faces persistent challenges with respect to employment, highlighted, inter alia, with respect to low pay, precarious security, poor working conditions, high labour turnover, intersectional disadvantage, occupational ghettoisation and employee sexual and physical abuse that can represent modern slavery. These issues appear to be systemic, structural and universal across all countries and within both formal and informal economies. In this paper, we assess these issues from a human rights perspective at three levels, the individual employee, their family and their community. We then consider whether a sustainability-informed approach to tourism employment can mediate potential human rights violations, building on the ethical case proposed by notions of sustainable HRM. Conclusions are reached which place clear responsibility for change with governments through legislation and enforced regulation; private sector employers; and consumers.
There is consensus that both the social, or people, dimension of sustainability and the workforce are neglected in the tourism literature and policy. Premised on the understanding that sustainability is inherently set in neo-liberal discourses of progress, development and growth we set about to investigate tourism’s performance principally relative to Sustainable Development Goal (SDG), no. 8 (UN, 2015), which calls for ‘decent work’. Adopting critical approaches, and presenting a review of 14 industry reports from global, regional and national levels, we demonstrate that tourism sustains precarity vis-à-vis its employment practices. Precarity, an emerging sociological concept applied in the workforce context, speaks to the insecurities of work in capitalist economies. Our findings suggest that, contrary to academic and practitioner narratives championing humanist and sustainable tourism futures, tourism (employment) sustains precarious employment but also contributes to deep social cleavages and economic inequalities. Our paper concludes by mapping precarity into other SDGs which mark out precarious lives and propose a recalibration of the three sustainability pillars.