The Trouble with equal employment opportunity in the customer-oriented bureaucracy

Angela Knox

Research output: Chapter in Book/Report/Conference proceedingConference proceeding contribution

Abstract

Although Equal Employment Opportunity (EEO) legislation was introduced in Australia two decades ago, women’s position in the labour market has not improved markedly. This paper is a ‘work in progress’ that seeks to understand the reasons for women’s lack of progress by examining the processes that underpin the (gendered) division of labour in the hotel sector using the analytical framework of customer-oriented bureaucracy. The study is qualitative in nature, consisting of case studies within the Australian luxury hotel industry. The findings suggest that the gendered division of labour within the hotels examined is established and maintained, at least in part, by the dual pressures of customer orientation and bureaucracy. In addition however, the results highlight the importance of supply-related factors, indicating that the concept of customer oriented bureaucracy, in its current form, only partially accounts for gender segregation. Policy regarding EEO in Australian firms requires re-visiting and rethinking if more substantive and lasting changes are to be achieved by women.
Original languageEnglish
Title of host publicationAIRAANZ conference 2007
Subtitle of host publicationdiverging employment relations patterns in Australia and New Zealand? : 7-9th February 2007, the University of Auckland, New Zealand : conference programme
Place of PublicationNew Zealand
PublisherUniversity of Auckland
Number of pages11
ISBN (Print)0868691119
Publication statusPublished - 2007
EventAssociation of Industrial Relations Academics of Australia and New Zealand Conference (21st : 2007) - Auckland
Duration: 7 Feb 20079 Feb 2007

Conference

ConferenceAssociation of Industrial Relations Academics of Australia and New Zealand Conference (21st : 2007)
CityAuckland
Period7/02/079/02/07

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  • Cite this

    Knox, A. (2007). The Trouble with equal employment opportunity in the customer-oriented bureaucracy. In AIRAANZ conference 2007: diverging employment relations patterns in Australia and New Zealand? : 7-9th February 2007, the University of Auckland, New Zealand : conference programme New Zealand: University of Auckland.