Metaphors and sensemaking: understanding the taint associated with dirty work

Metaphors and sensemaking: understanding the taint associated with dirty work Purpose – The purpose of this paper is to consider how taxi drivers understand the customer service relationship as “dirty work” by examining the strategies they use to manage the taint associated with their work. Design/methodology/approach – An innovative qualitative approach is taken that focuses upon the analysis of metaphors elicited in interviews with 24 taxi drivers. Findings – Four different metaphorical understandings of the customer service relationship are provided: heroes, confidante, the unworthy, and predator. These metaphors are explained through a series of “hidden transcripts” (Scott, 1990). The impact of these different metaphors and hidden transcripts as sensemaking devices is addressed. Originality/value – The paper uses an innovative qualitative method to argue that the construction of work as “dirty” or otherwise is located within the customer service interaction. http://www.deepdyve.com/assets/images/DeepDyve-Logo-lg.png Qualitative Research in Organizations and Management: An International Journal Emerald Publishing

Metaphors and sensemaking: understanding the taint associated with dirty work

Loading next page...
 
/lp/emerald-publishing/metaphors-and-sensemaking-understanding-the-taint-associated-with-xY2FNxbghX
Publisher
Emerald Publishing
Copyright
Copyright © Emerald Group Publishing Limited
ISSN
1746-5648
DOI
10.1108/QROM-12-2012-1123
Publisher site
See Article on Publisher Site

Abstract

Purpose – The purpose of this paper is to consider how taxi drivers understand the customer service relationship as “dirty work” by examining the strategies they use to manage the taint associated with their work. Design/methodology/approach – An innovative qualitative approach is taken that focuses upon the analysis of metaphors elicited in interviews with 24 taxi drivers. Findings – Four different metaphorical understandings of the customer service relationship are provided: heroes, confidante, the unworthy, and predator. These metaphors are explained through a series of “hidden transcripts” (Scott, 1990). The impact of these different metaphors and hidden transcripts as sensemaking devices is addressed. Originality/value – The paper uses an innovative qualitative method to argue that the construction of work as “dirty” or otherwise is located within the customer service interaction.

Journal

Qualitative Research in Organizations and Management: An International JournalEmerald Publishing

Published: Sep 8, 2014

There are no references for this article.

You’re reading a free preview. Subscribe to read the entire article.


DeepDyve is your
personal research library

It’s your single place to instantly
discover and read the research
that matters to you.

Enjoy affordable access to
over 18 million articles from more than
15,000 peer-reviewed journals.

All for just $49/month

Explore the DeepDyve Library

Search

Query the DeepDyve database, plus search all of PubMed and Google Scholar seamlessly

Organize

Save any article or search result from DeepDyve, PubMed, and Google Scholar... all in one place.

Access

Get unlimited, online access to over 18 million full-text articles from more than 15,000 scientific journals.

Your journals are on DeepDyve

Read from thousands of the leading scholarly journals from SpringerNature, Elsevier, Wiley-Blackwell, Oxford University Press and more.

All the latest content is available, no embargo periods.

See the journals in your area

DeepDyve

Freelancer

DeepDyve

Pro

Price

FREE

$49/month
$360/year

Save searches from
Google Scholar,
PubMed

Create folders to
organize your research

Export folders, citations

Read DeepDyve articles

Abstract access only

Unlimited access to over
18 million full-text articles

Print

20 pages / month

PDF Discount

20% off