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This article charts changing power relations within customer services, focusing on frontline service sector managers (FLSSMs): what they do and how they do it. Although increasingly ghostlike in the sociology of customer service work, the FLSSM is a mediator of the often divergent interests of...
Although some software engineers and developers work directly with the final users of their product to generate customized software, many do not. However, drawing on an ethnographic study of software developers in a U.S. firm in Ireland, this article argues that both software developers who work...
The sociology of service work has blossomed in the 10 years since Work and Occupations first published a special issue on this subject. This introductory essay chronicles developments and new debates around emotional labor, worker—customer relationships in the service triangle, and the nexus of...
Upscale retail stores prefer to hire class-privileged workers because they embody particular styles and mannerisms that match their specialized brands. Yet retail jobs pay low wages and offer few benefits. How do these employers attract middle-class workers to these bad jobs? Drawing on...
The subfield that is the sociology of service labor continues to generate vibrant internal dialogue. It was the author’s original intent to push forward the frontier of theory within this field, by performing an ethnography of service work in a non-American context (that of post-apartheid South...
There is an important research gap regarding how the service triangle in care work is affected by the use of surveillance technology. This article addresses this gap by reporting quantitative and qualitative research undertaken in three U.K. local government home care organizations. Through...
Sociologists of service work have firmly established that clients may become crucial allies for either workers or managers at conflict throughout the labor process. However, less attention has been given to how these colluding relations may extend beyond the limits of a service interaction. An...
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