Beyond 2010:  Does increasing service work lead to more (psychosocial) risk,  including violence and harassment?  2010: do...
Overview <ul><li>The world of work is changing: service work   </li></ul><ul><li>What are the consequences for the ‘quali...
The ‘world’ of work is changing: service work increasing Source: Eurostat
What is service work? <ul><li>Health Care </li></ul><ul><li>Education </li></ul><ul><li>Public administration </li></ul><u...
Quality of work in health care & social services Source: EWCS EU-27
Quality of work in education Source: EWCS EU-27
Quality of work in Public Administration Source: EWCS EU-27
Quality of work in the hotels & restaurants Source: EWCS EU-27
Quality of work in financial services Source: EWCS EU-27
Quality of Work in Trade (retail, wholesale)
Quality of work in land transport Source: EWCS EU-27
Typical QOW profile service sector? <ul><li>Health and social sector </li></ul><ul><li>Education </li></ul><ul><li>Public ...
Change in risks (excl. violence) by sector 1995-2005  Source: EWCS     Job demands Agriculture, hunting and forestry + fi...
Change in physical violence by sector  Source: EWCS  4,2% Total    0,9% Agriculture, hunting and forestry + fishing    ...
Client contact & physical violence (EWCS)
Client contact by year of interview  Source:EWCS
Multivariate explanation of violence ratings  0.93 1.29 1.64 1.49 1.07 1.13 2.08 0.47 1.40 1.12 1.48 1.79 1.58 0.97 1.24 2...
Conclusions <ul><li>‘ Service work’ is quite heterogenous, with quite heterogenous risks </li></ul><ul><li>General picture...
Discussion <ul><li>Lack of insight in what factors determine changes in client contact in different sectors </li></ul><ul>...
Thank you! <ul><li>Irene Houtman </li></ul><ul><li>Irene.houtman @tno.nl </li></ul>
‘ Typical’ for service work <ul><li>Contacts with clients </li></ul><ul><li>Contact with clients is highly associated with...
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Beyond 2010: Does increasing service work lead to more (psychosocial) risk, including violence and harassment? - Houtman (Irene)

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Beyond 2010: Does increasing service work lead to more (psychosocial) risk, including violence and harassment? - Houtman (Irene)

  1. 1. Beyond 2010: Does increasing service work lead to more (psychosocial) risk, including violence and harassment? 2010: does increasing service work lead to more psychosocial Irene Houtman, Seth van den Bossche & Karin Jettinghoff TNO Work & Employment ?
  2. 2. Overview <ul><li>The world of work is changing: service work  </li></ul><ul><li>What are the consequences for the ‘quality of work’ in service work: quality of work profiles and trends </li></ul><ul><li>Interpreting trends: the example of violence and harassment </li></ul><ul><li>Concluding remarks and issues for discussion </li></ul>
  3. 3. The ‘world’ of work is changing: service work increasing Source: Eurostat
  4. 4. What is service work? <ul><li>Health Care </li></ul><ul><li>Education </li></ul><ul><li>Public administration </li></ul><ul><li>Hotels & restaurants </li></ul><ul><li>Financial services (banks, insurances etc.) </li></ul><ul><li>Trade (retail, wholesale) </li></ul><ul><li>Transport (public, freight) </li></ul><ul><li>etc….. </li></ul>
  5. 5. Quality of work in health care & social services Source: EWCS EU-27
  6. 6. Quality of work in education Source: EWCS EU-27
  7. 7. Quality of work in Public Administration Source: EWCS EU-27
  8. 8. Quality of work in the hotels & restaurants Source: EWCS EU-27
  9. 9. Quality of work in financial services Source: EWCS EU-27
  10. 10. Quality of Work in Trade (retail, wholesale)
  11. 11. Quality of work in land transport Source: EWCS EU-27
  12. 12. Typical QOW profile service sector? <ul><li>Health and social sector </li></ul><ul><li>Education </li></ul><ul><li>Public Administration </li></ul><ul><li>Hotels & restaurants </li></ul><ul><li>Finance </li></ul><ul><li>Trade </li></ul><ul><li>Transport (land) </li></ul>Violence & harassment Psychosocial risks in general, ergonomic risks, working hours - Unskilled work Violence & harassment, and psychosocial risks in general
  13. 13. Change in risks (excl. violence) by sector 1995-2005 Source: EWCS    Job demands Agriculture, hunting and forestry + fishing    Manufacturing & mining and quarrying  Ambient and ergonomic conditions, job demands Construction    Ambient, weekend work Financial intermediation          Working hours, Job control Electricity, gas and water supply             Working hours Job control Wholesale and retail trade, repairs     Working hours Skilled work Transportation and communication     Working hours Job demands,Job control Hotels and restaurants    Working hours Other services    Job control Public administration
  14. 14. Change in physical violence by sector Source: EWCS  4,2% Total    0,9% Agriculture, hunting and forestry + fishing    1,3% Manufacturing & mining and quarrying    1,6% Construction    2,2% Real estate and business activities    2,3% Financial intermediation    2,7% Electricity, gas and water supply    4,1% Wholesale and retail trade, repairs  5,2% Transportation and communication    6,5% Hotels and restaurants    7,3% Other services    7,9% Public administration trend Prevalence ‘95-’05  
  15. 15. Client contact & physical violence (EWCS)
  16. 16. Client contact by year of interview Source:EWCS
  17. 17. Multivariate explanation of violence ratings 0.93 1.29 1.64 1.49 1.07 1.13 2.08 0.47 1.40 1.12 1.48 1.79 1.58 0.97 1.24 2.30 0.50 1.48 Female (ref. male) Age <25 (ref. >54) Age 25-39 (ref. >54) Age 40-54 (ref. >54) Hours 36-40 (ref. <36) Hours >40 (ref. <36) Countr. IER & UK (ref. continental) Countr. Southern (ref. continental) Countr. Scandinavia & NL (ref. continental) 1.27 1.40 OR 1.96 4.44 1.37 1.53 OR Client contact (25%-75%) (ref. never) Client contact (always) (ref. never) Wave_2000 (ref. 1995) Wave_2005 (ref. 1995) Variable
  18. 18. Conclusions <ul><li>‘ Service work’ is quite heterogenous, with quite heterogenous risks </li></ul><ul><li>General picture: working hours decrease, psychosocial risks increase in many sectors (not in finance!) </li></ul><ul><li>Violence & harassment is an important risk in most of the service sectors but not all </li></ul><ul><li>Violence and harassment is increasing in those service sectors where it is a risk </li></ul><ul><li>However, the trend in violence and harassment seen EU-wide is not explained by increase in client contacts! Client contacts in fact decrease! </li></ul>
  19. 19. Discussion <ul><li>Lack of insight in what factors determine changes in client contact in different sectors </li></ul><ul><li>Need for indicators on QUALITY of client contact (e.g. in public services): more clients and/or less time per client? </li></ul><ul><li>Increase in violence in many of the service sectors. </li></ul><ul><li>Stabilization in violence is particularly profound in financial services but NOT in others -> human relationships replaced by virtual contacts? Is IT the solution for stabilizing or reducing violence? </li></ul>
  20. 20. Thank you! <ul><li>Irene Houtman </li></ul><ul><li>Irene.houtman @tno.nl </li></ul>
  21. 21. ‘ Typical’ for service work <ul><li>Contacts with clients </li></ul><ul><li>Contact with clients is highly associated with: </li></ul><ul><li>Violence (physical and mental): </li></ul><ul><li>Incidence rates of physical violence by customers/clients/etc have risen EU-wide: </li></ul><ul><li> 4% (1995) to 6% (2005) EU15 (European Foundation, 2007) </li></ul><ul><li> 21 million workers affected each year in EU-15 </li></ul><ul><li> Consequence of increase in service work? </li></ul>

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