PurposeThe nature of paid domestic work is changing, with the growth in companies delivering domestic cleaning services. Few studies have looked at why people opt to use these services and the underlying drivers. As with the outsourcing of non-core tasks in businesses, outsourcing domestic work is motivated by similar, yet different reasons, which have to do with the personal and private nature of domestic employment. This study aims to establish the reasons why “clients”, who were former employers of domestic servants, opted to outsource domestic work to a domestic cleaning service provider.Design/methodology/approachGiven the limited research on domestic cleaning services in South Africa, a mixed-methods research approach is used.FindingsThe findings showed that there are three key motivations: the nature of the domestic cleaning service supplier, the services rendered by domestic workers and the tripartite employment relationships. These three benefits imply that clients have access to functional and numerical flexibility, unlike employing a domestic worker directly. This study contributes to the literature on outsourcing and domestic work by showing that clients not only look to change the economic structure of the relationship with domestic workers, but it allows them to psychologically and emotionally distance themselves from domestic workers.Research limitations/implicationsThis study shows that some people are no longer willing to have a relationship with the people who clean their homes, and that they believe it is simply not worth the effort to maintain a relationship. This is an aspect that needs further research, as this is the one sphere where women are united in their plight, albeit from different worldviews. Thus, a limitation is that this study only focuses on clients' views of outsourcing. Have domestic workers employed by the outsourced domestic cleaning service supplier become just like assembly-line workers, where they are anonymous to their clients, performing routine tasks with little recognition from those whose homes they are servicing? Future studies could focus on domestic workers' views on outsourcing and the effects it has on their working conditions and employment relations.Originality/valueFirstly, studies mainly focus on the Global North where domestic work and outsourcing have different dynamics, regulation policies and social changes when compared to South Africa. Secondly, few studies have sought to establish why people shift from employing a domestic or care worker directly to an outsourced domestic agency when direct domestic help is available and affordable. Considering these shortcomings, this study aims to provide a better understanding of domestic cleaning service suppliers from the perspective of clients, often omitted from the literature. Accordingly, this study aimed to establish what the benefits are for clients (former employers of domestic workers) who use domestic cleaning service suppliers.
In many occupations, especially in the service sector, employees are required to display emotions such as friendliness when helping customers. Apart from physical labour, the management and display of appropriate emotions such as friendliness as part of everyday work refers to emotional labour. Much of the research on emotional labour focuses on negative outcomes, such as burnout and emotional exhaustion. Despite these negative repercussions, the positive consequences, such as financial gain for employers and bonus incentives for employees for high sales figures, may be implied in the expectation of and reasons why employees perform emotional labour. However, little research focuses on the positive outcomes of emotional labour, where both employers and employees can benefit from it. Petrol stations are environments where emotional labour is part of the job description of petrol attendants. Apart from the physical labour, petrol attendants are obliged to display friendliness when helping customers. Semi-structured interviews were conducted with managers and male petrol attendants of a petrol station in Stellenbosch, with the focus on how they use emotional labour to benefit themselves and their employers financially. It was found that petrol attendants use emotional labour for financial purposes, both for their employer and for self-interest.
The landscape of paid domestic work has changed considerably in recent years with the growth in the number of housecleaning service companies in South Africa and elsewhere. Housecleaning service companies transform domestic work into a service economy where trained domestic workers render a professional cleaning service to clients. In South Africa, little is known about the factors that employers at housecleaning service companies take into consideration during the selection and recruitment process. A key feature of paid domestic work is the gender, class and race constructions of domestic workers, the vast majority of whom are women, usually women of colour, from low socio-economic backgrounds. Whether we are seeing a change in the demographic profile of domestic workers with the growth of housecleaning service companies remains unclear. This paper therefore focuses on the recruitment strategies of employers at selected housecleaning service companies in Johannesburg in an attempt to shed light on the challenges that jobseeking domestic workers may face. Open-ended interviews with managers revealed that gender, race, age, long-term unemployment, and technical and personal skills of job-seeking domestic workers have a strong impact on the recruitment process, while immigration status plays a somewhat reduced role. This paper concludes that housecleaning service companies have not changed the demographic profile of domestic workers in South Africa yet, and that paid domestic work is still predominantly a black woman’s job.
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