The Mystery Customer
Continuing Absences in the Sociology of Service Work
Dados Bibliográficos
| ID | 2321965 |
|---|---|
| Autores | Marek Korczynski (0000-0003-1517-6001, Loughborough University Business School,, autor correspondente) |
| Ano | 2009 |
| Volume | 43 |
| Fascículo | 5 |
| Páginas | 952-967 |
| Data de publicação | 2009-10-01 |
| Peer Reviewed | Sim |
| Open Access | Sim |
| Tipo | ARTICLE |
| Periódico | Sociology (JOURNAL) |
| Identificadores do periódico | ISSN: 0038-0385 • E-ISSN: 1469-8684 |
| Editora | SAGE Publications Inc (PUBLISHER) |
| DOI | 10.1177/0038038509340725 |
| OpenAlex | W2171608758 |
| Idioma | EN |
| Citações recebidas | 46 |
| Referências citadas | 25 |
This article charts the historical and contemporary absences in the sociology of service work. Although studies of service work have now become the empirical mainstream in the sociology of work, there have been few attempts to conceptualize broad patterns of worker-customer relations in ser vice work. This neglect is to be regretted because whether the customer is an alienating figure for service workers constitutes a key unasked question in contemporary sociology of work. The article highlights three factors that are likely to have a key influence on workers' sense of alienation vis-a-vis the customer. It highlights divergent literature in each of these areas and hence ends with a call for research on this topic
Alienation · Business · Epistemology · Industrial sociology · Mainstream · Neglect · Political science · Public relations · Service (business) · Social science · Sociology · Work (physics) · Emotional Labor in Professions · Employment and Welfare Studies · Labor Movements and Unions · Law · Marketing · Psychology
Migration, nursing, institutional discrimination and emotional/affective labour
Las encrucijadas del trabajo
Consumer Sovereignty and the Ethics of Recognition
Conflict and control in the contemporary workplace
Being Your Own Chef. Are Digital Platforms a Professional Emancipation Vehicle for Expert Service Workers
Devenir son propre chef. Les plateformes numériques permettent-elles l’émancipation professionnelle des travailleurs experts des services
Digitalization of relational space in the service triangle
Class and the Service Encounter
Service Relation and Organizational Context
The Working Class in the Service Sector
Relatively deprived teachers
Intersectional identities and career progression in retail
The Production of Difference and Maintenance of Inequality
It's a total embarrassment”
In pursuit of happiness
Digital work platform
Gains from resistance
Theorising worker–client relations in front‐line service work
Customer Agency in Interactive Service
The order problem
Why does unpaid labour vary among digital labour platforms? Exploring socio-technical platform regimes of worker autonomy
Hearing music in service interactions
What next for courtroom special measures? Embodying legal geographies through “appreciative‐assemblage” methodology
Algorithmic precarity and metric power
Empowered by consumers
Creating the Right 'Vibe
The unspoken work of general practitioner receptionists
Roepke Lecture in Economic Geography-The Lives of Others
Seeking Self-Verification
We're not like that
Discourses of Professionalism in Front-Line Service Work
The nature of front-line service work
Customer abuse to service workers
The customer in the sociology of work
Beyond interaction
We Will Handle It Ourselves
Street-Level Educators
Serving Like an Organization
Über-Alienated
From Time Sheets to Tablets
All Fun and Cool Clothes? Youth Workers' Consumer Identity in Clothing Retail
Workers, Managers, and Customers
Bermuda Revisited
When Caring and Surveillance Technology Meet
Calling for Care
On digital intimacy
Bodies at Work
Searching for the human in human resource management
Human Resource Management in Service Work
Postindustrial Possibilities
Alienation and Freedom
A Caring Society
Consumption and Identity at Work
‘An assembly line in the head’
American Dreams
Sociology, Work and Industry
On The Meaning of Alienation
It's Showtime
A Sociology of Work in Industry
Capitalism and Modern Social Theory
Consumers' Reports
The (mis)representation of customer service
Learning emotion rules in service organizations
The invisibility of violence
Emotional Labor and Organized Emotional Care
The Sociology of Emotions and Flight Attendants
| Obras citantes distintas | 46 |
|---|---|
| Citações por ano | 2,88 |
| Intervalo de citações | 2010 - 2026 (17) |
| Velocidade de citação | current |
| Altamente citado | Não |
| Tipos de citação | Neutras: 45 |