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Resumo

Evidence from a range of sources suggests that customer abuse to service workers is a significant phenomenon. This article argues that a large part of customer abuse is endogenously created within the fabric of the service economy. Thirty book-length ethnographies were coded for relevant data and a fuzzy-set qualitative comparative analysis was undertaken. The findings show that frequent customer abuse is associated with a configuration of the promotion of customer sovereignty (at organizational, sectoral and national levels), the weak position of labour, the higher social status position of customers vis-à-vis workers and the structuring of service interactions as encounters.

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