Beyond 2010: Does increasing service work lead to more (psychosocial) risk, including violence and...
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Transcript of Beyond 2010: Does increasing service work lead to more (psychosocial) risk, including violence and...
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?
Overview
• The world of work is changing: service work
• What are the consequences for the ‘quality of work’ in service work: quality of work profiles and trends
• Interpreting trends: the example of violence and harassment
• Concluding remarks and issues for discussion
The ‘world’ of work is changing: service work increasing
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
1995
1996
1997
1998
1999
2000
2001
2002
2003
2004
2005
2006
2007
EU 27 SERVICES
EU 27 MANUFACT EU 27 AGRICUL.
NL SERVICES NL MANUFAC. IN NL AGRICULT.
Source: Eurostat
What is service work?
• Health Care
• Education
• Public administration
• Hotels & restaurants
• Financial services (banks, insurances etc.)
• Trade (retail, wholesale)
• Transport (public, freight)
• etc…..
Quality of work in health care & social servicesHealth and social work
-1,0 -0,8 -0,6 -0,4 -0,2 0,0 0,2 0,4 0,6 0,8 1,0
Ambient conditions
Ergonomic conditions
Working hours
Non standard working hours
Fit work-home
Job demands
Job control
Skilled work
Social support
Violence
Discrimination
Stress
Muskuloskeletal problems
Absent due to health problems (yes/no)
Satisfaction with working conditions
<--- favourable -----------reference--------- unfavourable --->
ns
p<0,05
p<0,01
p<0,001
Source: EWCS
EU-27
Education
-1,0 -0,8 -0,6 -0,4 -0,2 0,0 0,2 0,4 0,6 0,8 1,0
Ambient conditions
Ergonomic conditions
Working hours
Non standard working hours
Fit work-home
Job demands
Job control
Skilled work
Social support
Violence
Discrimination
Stress
Muskuloskeletal problems
Absent due to health problems (yes/no)
Satisfaction with working conditions
<--- favourable -----------reference--------- unfavourable --->
ns
p<0,05
p<0,01
p<0,001
Quality of work in education
Source: EWCS
EU-27
Quality of work in Public AdministrationPublic administration
-1,0 -0,8 -0,6 -0,4 -0,2 0,0 0,2 0,4 0,6 0,8 1,0
Ambient conditions
Ergonomic conditions
Working hours
Non standard working hours
Fit work-home
Job demands
Job control
Skilled work
Social support
Violence
Discrimination
Stress
Muskuloskeletal problems
Absent due to health problems (yes/no)
Satisfaction with working conditions
<--- favourable -----------reference--------- unfavourable --->
ns
p<0,05
p<0,01
p<0,001
Source: EWCS
EU-27
Quality of work in the hotels & restaurantsHotels and restaurants
-1,0 -0,8 -0,6 -0,4 -0,2 0,0 0,2 0,4 0,6 0,8 1,0
Ambient conditions
Ergonomic conditions
Working hours
Non standard working hours
Fit work-home
Job demands
Job control
Skilled work
Social support
Violence
Discrimination
Stress
Muskuloskeletal problems
Absent due to health problems (yes/no)
Absent days due to health problems
Satisfaction with working conditions
<--- favourable -----------reference--------- unfavourable --->
ns
p<0,05
p<0,01
p<0,001
Source: EWCS
EU-27
Quality of work in financial servicesFinancial intermediation and auxiliary activities
-1,0 -0,8 -0,6 -0,4 -0,2 0,0 0,2 0,4 0,6 0,8 1,0
Ambient conditions
Ergonomic conditions
Working hours
Non standard working hours
Fit work-home
Job demands
Job control
Skilled work
Social support
Violence
Discrimination
Stress
Muskuloskeletal problems
Absent due to health problems (yes/no)
Satisfaction with working conditions
<--- favourable -----------reference--------- unfavourable --->
ns
p<0,05
p<0,01
p<0,001
Source: EWCS
EU-27
Wholesale and retail trade repairs
-1,0 -0,8 -0,6 -0,4 -0,2 0,0 0,2 0,4 0,6 0,8 1,0
Ambient conditions
Ergonomic conditions
Working hours
Non standard working hours
Fit work-home
Job demands
Job control
Skilled work
Social support
Violence
Discrimination
Stress
Muskuloskeletal problems
Absent due to health problems (yes/no)
Satisfaction with working conditions
<--- favourable -----------reference--------- unfavourable --->
ns
p<0,05
p<0,01
p<0,001
Quality of Work in Trade (retail, wholesale)
Land transport
-1,0 -0,8 -0,6 -0,4 -0,2 0,0 0,2 0,4 0,6 0,8 1,0
Ambient conditions
Ergonomic conditions
Working hours
Non standard working hours
Fit work-home
Job demands
Job control
Skilled work
Social support
Violence
Discrimination
Stress
Muskuloskeletal problems
Absent due to health problems (yes/no)
Satisfaction with working conditions
<--- favourable -----------reference--------- unfavourable --->
ns
p<0,05
p<0,01
p<0,001
Quality of work in land transport
Source: EWCS
EU-27
Typical QOW profile service sector?
• Health and social sector
• Education
• Public Administration
• Hotels & restaurants
• Finance
• Trade
• Transport (land)
Violence & harassment
Psychosocial risks in general, ergonomic risks, working hours
-
Unskilled work
Violence & harassment, and psychosocial risks in general
Change in risks (excl. violence) by sector 1995-2005 Public administration Job control
Other services Working hours
Hotels and restaurants
Working hours
Job demands,Job control
Transportation and communication
Working hours
Skilled work
Wholesale and retail trade, repairs
Working hours
Job control
Electricity, gas and water supply Working hours, Job control
Financial intermediation Ambient, weekend work
ConstructionAmbient and ergonomic conditions, job demands
Manufacturing & mining and quarrying
Agriculture, hunting and forestry + fishing Job demands
Source: EWCS
Change in physical violence by sector Prevalence ‘95-’05 trend
Public administration 7,9%
Other services 7,3%
Hotels and restaurants 6,5%
Transportation and communication 5,2%
Wholesale and retail trade, repairs 4,1%
Electricity, gas and water supply 2,7%
Financial intermediation 2,3%
Real estate and business activities 2,2%
Construction 1,6%
Manufacturing & mining and quarrying 1,3%
Agriculture, hunting and forestry + fishing 0,9%
Total 4,2%
Source: EWCS
Client contact & physical violence (EWCS)
0% 1% 2% 3% 4% 5% 6% 7% 8%
Total
Never
Almost never
Around 1/4 of the time
Around half of the time
Around 3/4 of the time
Almost all of the time
All of the time
Clie
nt c
onta
ct
Physical violence
Client contact by year of interview
Client contact: trend
0%
10%
20%
30%
40%
50%
60%
1995 2000 2005
(almost) never
25%-75% of time
(almost) always
Source:EWCS
Variable OR OR
Wave_2000 (ref. 1995)
Wave_2005 (ref. 1995)
1.27
1.40
1.37
1.53
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)
1.12
1.48
1.79
1.58
0.97
1.24
2.30
0.50
1.48
0.93
1.29
1.64
1.49
1.07
1.13
2.08
0.47
1.40
Client contact (25%-75%) (ref. never)
Client contact (always) (ref. never)
1.96
4.44
Multivariate explanation of violence ratings
Conclusions• ‘Service work’ is quite heterogenous, with quite heterogenous risks
• General picture: working hours decrease, psychosocial risks increase in many sectors (not in finance!)
• Violence & harassment is an important risk in most of the service sectors but not all
• Violence and harassment is increasing in those service sectors where it is a risk
• However, the trend in violence and harassment seen EU-wide is not explained by increase in client contacts! Client contacts in fact decrease!
Discussion• Lack of insight in what factors determine changes in client contact
in different sectors
• Need for indicators on QUALITY of client contact (e.g. in public services): more clients and/or less time per client?
• Increase in violence in many of the service sectors.
• 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?
‘Typical’ for service work
• Contacts with clients
Contact with clients is highly associated with:• Violence (physical and mental):
• Incidence rates of physical violence by customers/clients/etc have risen EU-wide:
4% (1995) to 6% (2005) EU15 (European Foundation, 2007)
21 million workers affected each year in EU-15
Consequence of increase in service work?