Customer abuse and harassment in the hospitality industry: the immersion of an everyday workplace crime

Mitsakis, F. ORCID: 0000-0001-8454-5777, Hadjisolomou, A. and Kouki, A. ORCID: 0000-0002-6247-1815, 2024. Customer abuse and harassment in the hospitality industry: the immersion of an everyday workplace crime. Current Issues in Tourism. ISSN 1368-3500

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This article, drawing on the General Strain Theory (GST), discusses customer abuse and harassment in the Greek hospitality sector during the unprecedented strain of the Covid-19 pandemic. The study draws on an online survey questionnaire, incorporating a combination of open-ended and closed questions to secure both qualitative and quantitative data. Customer abuse and harassment are outlined as endemic phenomena of workplace violence in the industry, and workplace crimes that were further intensified because of the pandemic. Managerial immoral inaction towards customer misbehaviour, as well as the underreporting of this issue, are discussed as impeding factors in addressing customer abuse and harassment. The study’s theoretical contribution stems from the examination of abuse and harassment from a criminology perspective, employing the GST and the classification of such (mis)behaviours as an everyday workplace crime, which remains unmanaged, accepted, and tolerated in the hospitality and tourism sector, violating employees’ well-being and dignity at work.

Item Type: Journal article
Publication Title: Current Issues in Tourism
Creators: Mitsakis, F., Hadjisolomou, A. and Kouki, A.
Publisher: Taylor & Francis (Routledge)
Date: 23 April 2024
ISSN: 1368-3500
Rights: © 2024 The Author(s). Published by Informa UK Limited, trading as Taylor & Francis Group. This is an Open Access article distributed under the terms of the Creative Commons Attribution-NonCommercial-NoDerivatives License (, which permits non-commercial re-use, distribution, and reproduction in any medium, provided the original work is properly cited, and is not altered, transformed, or built upon in any way. The terms on which this article has been published allow the posting of the Accepted Manuscript in a repository by the author(s) or with their consent.
Divisions: Schools > Nottingham Business School
Record created by: Laura Ward
Date Added: 25 Apr 2024 08:39
Last Modified: 25 Apr 2024 08:39

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