Paradigmatic challenges underlying service relationships within the sociology of work

Ughetto, Pascal

doi:10.4000/nrt.726

Cited by 10 publications

(5 citation statements)

References 12 publications

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“…Korczynski's (2003) concept of a community of coping captures the collective informal practices of coping with the suffering that customers generate. Sayers and Fachira (2015) extend this perspective to the use of social media, even as other studies demonstrate how a shared culture provides workers with mutual help akin to emotional resistance (Sandiford & Seymour, 2011, 2013 or subversive humour (Taylor & Bain, 2003).…”

Section: Communities Of Coping-resistancementioning

confidence: 85%

“…French 'front-desk' sociology Borzeix and Fraenkel (2001); Gadrey (1994); Grosjean and Lacoste (1999); Ughetto (2002Ughetto ( , 2013Ughetto ( , 2018 Embodied and socially embedded customers make the unfolding of service interactions uncertain.…”

Section: Role and Understanding Of Indeterminacy And Agencymentioning

confidence: 99%

“…German 'interaction-work' approach Böhle (2011); Böhle et al (2015); Dunkel and Weihrich (2010, 2012, 2013; Weihrich and Dunkel (2003) Symbolic interactionism (Goffman) Negotiated orders (Strauss) Participant and non-participant observation; narrative interviews Interacting, as part of service provision, is work in itself; interaction is treated as a discrete unit of analysis.…”

Section: Role and Understanding Of Indeterminacy And Agencymentioning

confidence: 99%

“…Compared to French front-desk sociologists, the Germanspeaking sociology of work and sociology of service community (Dunkel & Weihrich, 2010, 2012, 2013Weihrich & Dunkel, 2003) explicitly emphasizes that interacting is itself work. For Dunkel and Weihrich (2013, p. 50), interaction work 'is demanding because cooperation has to be established and maintained under conditions that can be very tricky'.…”

Section: The German 'Interaction-work' Approachmentioning

confidence: 99%

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Situating service work in action: A review and a pragmatist agenda for analysing interactive service work

Schneider

Subramanian

Suquet

et al. 2021

Int J Management Reviews

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Research on interactive service work has paid close attention to how organizations and frontline employees deal with the inherent complexity of the customeremployee-employer triangle. This raises questions about the agency of interactive service workers with respect to the indeterminacy of service interactions.Our meta-narrative review finds that the theorization of worker agency in service interactions remains underdeveloped in the two dominant research streams of mainstream management and labour process theory studies. Implicitly or explicitly, these streams either subsume agency under managerial prescription or view it through the binary polar of control and resistance. There has been less focus on service workers' efforts to overcome practical difficulties in everyday service interactions. To address this lacuna, we offer a conceptual framework that draws on a less prominent, third research stream, which we label pragmatist. This stream includes scholarship largely unfamiliar to the international Englishspeaking community, published mainly in French and German academic journals. We propose three contributions in this paper. First, we contribute to the interactive service work literature by mapping the theoretical plurality within and beyond the English-speaking community. Second, we problematize established streams of research by articulating the intellectual axes of the field; this allows us to present a new research area to account for the concrete dynamics of service interaction and to capture frontline employee agency. Third, we propose a pragmatist research framework coupled with a future research agenda more attentive to the embeddedness and materiality of frontline workers' situated actions. This way, we address the indeterminacy of interactive situations.

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Section: Communities Of Coping-resistancementioning

confidence: 85%

Section: Role and Understanding Of Indeterminacy And Agencymentioning

confidence: 99%

Section: Role and Understanding Of Indeterminacy And Agencymentioning

confidence: 99%

Section: The German 'Interaction-work' Approachmentioning

confidence: 99%

See 2 more Smart Citations

Situating service work in action: A review and a pragmatist agenda for analysing interactive service work

Schneider

Subramanian

Suquet

et al. 2021

Int J Management Reviews

Self Cite

View full text Add to dashboard Cite

show abstract

“…On pourrait ajouter à cela que la sociologie, parvenue tardivement à l'étude de l'entreprise (Borzeix, 1986), a longtemps pensé les organisations productives comme largement structurées par les conflits propres aux rapports sociaux de production plutôt que par ceux dérivés des rapports marchands 5 . À l'inverse, si certains textes évoquent la fonction de traitement des réclamations (Joseph, 1988 ;Borzeix et al, 1995 ;Ughetto, 2011), presque exclusivement à l'occasion d'études axées sur la relation de service, c'est principalement pour l'envisager en tant qu'« activité », l'isolant de l'organisation dans laquelle elle se déploie (Ughetto, 2013). Ces perspectives évacuent donc la question de l'articulation des pratiques de traitement aux autres pratiques coordonnées par les organisateurs dans le cadre du projet productif de l'entreprise, quand elles ne les en excluent pas tout simplement au nom de leur caractère « non rentable » (Ganem, 2011).…”

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La faute, la panne et l’insatisfaction. Une socio-histoire de l’organisation du travail de traitement des réclamations dans les services du téléphone

Giry¹

2015

Sociologie du Travail

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Disponible sur Internet le 30 juin 2015 RésuméCet article se propose de revenir sur la genèse et le développement de pratiques de traitement des réclama-tions de la clientèle dans les services du téléphone en France. Loin d'être une simple modalité des modèles productifs contemporains, le traitement des réclamations plonge ses racines dans une longue tradition historique de l'organisation de la production du service téléphonique. En revenant sur trois moments clés de l'histoire des télécommunications (la crise du téléphone du début du siècle, la décennie du « rattrapage téléphonique » qui démarre en 1974 et l'ouverture du « nouveau cadre juridique et commercial » des années 1990), cet article montre que les réclamations ont connu des usages organisationnels différents, conférant des formes diverses au travail de traitement, accordant des significations variables aux réclamations. Le texte dépeint ainsi le traitement des réclamations comme un acteur et un révélateur des transformations d'une administration publique devenue aujourd'hui une entreprise commerciale. Par-delà son intérêt descriptif, il invite à poser la question de la gestion des conflits avec la clientèle et de leur influence sur le travail et son organisation. AbstractThe article's subject is the genesis and development of complaint-handling practices in France's telephone services. It shows that, far from being a new facet of contemporary production models, complaint-handling

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The Sociology of Work in France

Tiffon

Durand

2018

The Palgrave Handbook of the Sociology of Work in Europe

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Paradigmatic challenges underlying service relationships within the sociology of work

Cited by 10 publications

References 12 publications

Situating service work in action: A review and a pragmatist agenda for analysing interactive service work

Situating service work in action: A review and a pragmatist agenda for analysing interactive service work

La faute, la panne et l’insatisfaction. Une socio-histoire de l’organisation du travail de traitement des réclamations dans les services du téléphone

The Sociology of Work in France

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