Introduction 介绍
The tourism and hospitality industry plays a critical role in supporting not only the economy of individual countries around the world but also the entire global economy. Whereas this is the case, the industry faces a myriad of challenges that undermines its contribution in the economy. One of these challenges is harassment and discrimination at the workplace. In reference to Guerrier and Adib (2000), whereas the management of firms in the tourism and hotel industry emphasise the importance of customer satisfaction as a way to endure the ever rising competition in this industry, most employees in such firms often find themselves vulnerable to undesirable and even illegal customer demands such as sexual harassment and discrimination. With this in mind, sexual harassment and discrimination remains as a major problem in the industry. The severity of this problem is emphasised by Poulston (2008) who observe that sexual harassment is prevalent in the hospitality industry as compared to any other industry across the globe. Speaking from this point of view, this paper examines a case study on sexual harassment and discrimination. In particular, the paper will outline different scenarios based on the decisions that are adopted, as well as consider different actions that could be taken to address the problem.
旅游业和酒店业不仅在支持世界各国的经济，而且在支持整个全球经济方面发挥着关键作用。尽管如此，该行业面临着无数挑战，这些挑战削弱了其在经济中的贡献。其中一个挑战是工作场所的骚扰和歧视。参考Guerrier和Adib（2000），旅游业和酒店业的公司管理层强调客户满意度的重要性，以此作为承受该行业不断上升的竞争的一种方式，这类公司的大多数员工经常发现自己容易受到不受欢迎甚至非法的客户要求的伤害，如性骚扰和歧视。有鉴于此，性骚扰和歧视仍然是该行业的一个主要问题。Poulston（2008）强调了这一问题的严重性，他观察到，与全球任何其他行业相比，性骚扰在酒店行业都很普遍。从这一观点出发，本文考察了一个关于性骚扰和歧视的案例研究。特别是，本文将根据所采用的决定来概述不同的情景，以及考虑可以采取的不同行动来解决问题。
Different decisions and their accompanying scenarios 不同的决策及其伴随的情景
There are different scenarios that may occur based on the decisions that are adopted to address the sexual harassment and discrimination claims that are outlined in the case study. To begin with, one of the decisions that could be adopted as a way to solve the problem is to completely ignore it and assume that the perpetrator will cease harassing the employee of the restaurant. Arguably, there are a number of issues that could arise as such of adopting this decision. To begin with, the employee in question may feel that the only way to end this sexual harassment and discrimination from an important client of the restaurant is to resign and seek employment elsewhere. In the worst case scenario, the employee in question may file a legal suit against the restaurant for failing to protect her against sexual harassment from its client because it considers him as key to its business. In reference to van Jaarsveld, Restubog, Walker and Amarnani (2015), the tourism and hospitality industry has a significantly higher turnover as compared to other industries due to sexual harassment. In line with this, quitting their employment provides an avenue for such employees to withdraw from an environment that exposes them to psychological and emotional trauma because of customer injustices. Furthermore, some of the employees leaving their because of harassment often opt to sue their employers for failing to protect them from abusive customers (van Jaarsveld, Restubog, Walker and Amarnani 2015). Speaking from this point of view, the restaurant may not just loose one of its best employees but it also risks paying huge compensation files as well as attracting negative attention from the public and the media.
根据为解决案例研究中概述的性骚扰和歧视索赔而采取的决定，可能会出现不同的情况。首先，作为解决问题的一种方式，可以采取的决定之一是完全忽略它，并假设肇事者将停止骚扰餐厅员工。可以说，通过这一决定可能会产生许多问题。首先，相关员工可能会觉得，结束餐厅重要客户的性骚扰和歧视的方法是辞职，到别处找工作。在最坏的情况下，该员工可能会对该餐厅提起法律诉讼，因为该餐厅认为他是其业务的关键，因此未能保护她免受客户的性骚扰。参考van Jaarsveld、Restubog、Walker和Amarnani（2015），由于性骚扰，旅游和酒店业的营业额明显高于其他行业。与此相一致，离职为这些员工提供了一条退出环境的途径，因为客户的不公正会使他们遭受心理和情感创伤。此外，一些因骚扰而离职的员工往往选择起诉其雇主，因为他们未能保护自己免受虐待客户的伤害（van Jaarsveld、Restubog、Walker和Amarnani，2015）。从这个角度来看，这家餐厅可能不仅失去了一名更的员工，还可能支付巨额薪酬，并吸引公众和媒体的负面关注。