« À votre service ! » La relation de service comme rapport social

Jeantet, Aurélie

doi:10.4000/sdt.31416

Cited by 10 publications

(14 citation statements)

References 14 publications

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“…Other ethnographic studies conducted in different contexts reveal similar workers' strategies to reinterpret, or invert, the guest-worker hierarchy that produces worker consent (Jeantet 2003;Otis 2007).…”

Section: Service Work and Class Disparitiesmentioning

confidence: 94%

“…Highlighting skills and advantages that others lack enables service workers to recast themselves as powerful. Other ethnographic studies conducted in different contexts reveal similar workers’ strategies to reinterpret, or invert, the guest–worker hierarchy that produces worker consent (Jeantet 2003; Otis 2007).…”

Section: Service Work and Class Disparitiesmentioning

confidence: 95%

“…Other clients perform their dominant position by playing with the rules of the place. Because they own enough cultural capital, they master the rules of behaving and talking and know how to be perceived as legitimate (Jeantet 2003). Rather than directly transgressing the social rules, as Meng did, these customers prefer to demonstrate their dominant position in subtler ways that display their cultural capital.…”

Section: Normative Behavioral Framework Of Classmentioning

confidence: 99%

“…Research in sociology and, more recently, consumer research has shown that the service encounter plays a significant role in the status game (Bélanger and Edwards 2013; Leidner 1993). This research offers a useful perspective on the understanding of social dynamics and the negotiation of class differences in the service encounter (Bélanger and Edwards 2013; Hanser 2006, 2007; Jeantet 2003; Sherman 2005, 2007, 2011; Williams 2006; Wright 2005). Üstüner and Thompson's (2012) study of class disparities in hair salons exemplifies this perspective.…”

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confidence: 99%

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Managing Status: How Luxury Brands Shape Class Subjectivities in the Service Encounter

Dion

Borraz

2017

Journal of Marketing

181

119

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Although a large body of research has investigated how consumers use goods to signal their status, little is known about how brands manage status. The very few studies that have examined this topic are grounded in the traditional conception of status and focus on the possession and display of status signals. The authors offer an alternative understanding of status management by investigating the role of interactions in the service encounter. Drawing from extensive ethnographic work in luxury stores, they investigate how brands (re)configure the status games that surface in the service encounter. They show that through the material and social cues of the servicescape, brands shape consumers' class subjectivities-that is, they make consumers behave as class subjects who have a specific understanding of their position in the social hierarchy. Thus, managing status requires the active creation and management of consumers as class subjects. There is a shift from managing branded goods that signal status to managing customer experiences that make consumers enact status positions. This research helps identify new ways to manage status brands, especially luxury brands.

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Section: Service Work and Class Disparitiesmentioning

confidence: 94%

Section: Service Work and Class Disparitiesmentioning

confidence: 95%

Section: Normative Behavioral Framework Of Classmentioning

confidence: 99%

mentioning

confidence: 99%

See 2 more Smart Citations

Managing Status: How Luxury Brands Shape Class Subjectivities in the Service Encounter

Dion

Borraz

2017

Journal of Marketing

181

119

View full text Add to dashboard Cite

show abstract

“…Essay 3 takes inspiration from three previous studies of interactive service work that engage with intersubjective recognition in its different modalities. First, an ethnography of a French postoffice finds customers and employees locked in a zero-sum game of recognition (Jeantet 2003).…”

Section: Recognition Dynamicsmentioning

confidence: 99%

Language and power in India's “new services”

Cayla

Bhatnagar

2017

Journal of Business Research

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Client, Employer and Employee: Mapping a Complex Triangulation

Havard

Rorive

Sobczak

2009

European Journal of Industrial Relations

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■ Many studies in the fields of law, sociology and management point to the transformation of subordination in the employment relationship. This is often explained by the triangulation of the traditionally bilateral employment relation between employer and employees by the involvement of clients or their representatives in the operational and organizational conditions of work. Such studies rarely distinguish between the various types of clients, nor between the reality and rhetoric of their role and influence. Our objective is to propose a classification of the triangular situations between employer, employees and clients based on the concept of power and to analyse the impacts of clients on conditions of work and employment relations.

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« À votre service ! » La relation de service comme rapport social

Cited by 10 publications

References 14 publications

Managing Status: How Luxury Brands Shape Class Subjectivities in the Service Encounter

Managing Status: How Luxury Brands Shape Class Subjectivities in the Service Encounter

Language and power in India's “new services”

Client, Employer and Employee: Mapping a Complex Triangulation

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