"Service With a Smile, Regardless": Emotions and Customer Service Work

2006 ◽  
Author(s):  
Steffanie L. Wilk ◽  
Nancy P. Rothbard ◽  
Theresa M. Glomb
Keyword(s):  
Customer Service ◽  
Service Work

scholarly journals Doing Identity with Style: Service Interaction, Work Practices and the Construction of ‘Expert’ Status in the Contemporary Hair Salon

2012 ◽  
Vol 17 (4) ◽  
pp. 56-66 ◽  
Author(s):  
Tracey Yeadon-Lee
Keyword(s):  
Customer Service ◽  
Rural Areas ◽  
Small Towns ◽  
Critical Discussion ◽  
Service Work ◽  
Work Practices ◽  
High Profile ◽  
Low Profile ◽  
Expert Status ◽  
Service Interactions

This paper contributes to a growing body of scholarship concerned with hairstyling as an occupation and, more broadly, to sociological discussions concerning contemporary forms of service work. As an occupation hairstyling is largely under-researched, with the majority of existing studies restricting their focus to small low-profile salons situated in the ‘backstreets’ of rural areas or small towns. Hairstyling in larger high-profile salons, such as those in city centres, has only recently begun to be explored and critical discussion of existing knowledge in light of these environments has yet to be fully developed. The aim of this paper is to stimulate such discussion by examining how the work practices and service interactions of hair stylists in high-profile salons within the UK impact upon their status and identities in relation to clients. Research undertaken in low-profile salon settings has found that the service-oriented and commercial features of the work position stylists as subservient to clients and undermines their ‘expert’ status. Drawing on empirical qualitative research this paper shows how in contemporary high-profile salon environments, which need to manage a tension between the high cost of the service being provided and a poor ‘low-skilled’ occupational reputation, stylist-client dynamics are differently configured. It highlights how service orientated norms and practices underpinning the work of stylists are informed by discourses of customer service ‘excellence’ which promote employee proactivity and discourage customer deference. Discussion of the data shows how stylists working in high-profile salons are empowered to be directive in their service interactions with clients and engage in range of work practices which facilitate, rather than undermine, the establishment of their expert status. The relevance of the research findings to understandings of status and identity construction in service work jobs within similar high-profile settings is also highlighted in the paper.

“Super-Israel”: The Politics of Palestinian Labor in a Settler Supermarket

2018 ◽  
Vol 47 (4) ◽  
pp. 9-29 ◽  
Author(s):  
Jeremy A. Siegman
Keyword(s):  
Customer Service ◽  
West Bank ◽  
Service Work ◽  
Careful Examination ◽  
Ethnographic Fieldwork

A careful examination of Palestinian service work in Israeli settlements and of everyday settler-Palestinian contact demonstrates how these encounters play a key role in normalizing the presence and dominance of settlers in the occupied West Bank. Based on ethnographic fieldwork at a settlement supermarket, this article shows that Palestinians are called upon to perform customer service in a setting where they are not only subjugated but are also coerced to help create the ultranationalist climate of their occupiers' holidays. In addition to being compelled to normalize Israeli dominance, Palestinian workers are also the object of a seemingly contradictory orientation, one that favors not having Palestinians around at all. The article thus weighs in on the broader contemporary significance of Palestinian labor for the settler-colonial logics of Zionism.

scholarly journals Research on Association of 95598 Customer Service Work Orders Based on Sequential Frequent Pattern Mining

2019 ◽  
Vol 1213 ◽  
pp. 052104
Author(s):  
Xu Xin ◽  
Fu Jun ◽  
Sun Zhijie ◽  
Wang Li ◽  
Liu. Xiaowei ◽  
...  
Keyword(s):  
Customer Service ◽  
Pattern Mining ◽  
Frequent Pattern Mining ◽  
Frequent Pattern ◽  
Service Work ◽  
Work Orders

Research of Customer Service Monitoring and Command System in Electric Power Engineering

2013 ◽  
Vol 340 ◽  
pp. 1016-1019
Author(s):  
Han Bing Yue ◽  
Fang Zhao
Keyword(s):  
Electric Power ◽  
Customer Service ◽  
Call Center ◽  
Service Work ◽  
Level Of Service ◽  
Electricity Supply ◽  
Actual Situation ◽  
Electric Power Engineering ◽  
Supply And Distribution ◽  
Gis System

According to the actual situation of electricity supply services,and problem of service work and analyze the causes. The article proposed the establishment of a monitoring command system platform; it has Marketing, supply and distribution, newspaper assembly business, video surveillance of the operating room, 95598 call center systems, interactive information system services, GIS system services for the integration of monitoring services. Construction of this system will greatly enhance the efficiency of customer service, to enhance the overall level of service for electric power enterprises have a reference.

Emotion recognition: When it affects stress in customer service work

2008 ◽  
Author(s):  
Pauline Schilpzand ◽  
Marieke Schilpzand ◽  
Timothy Judge
Keyword(s):  
Emotion Recognition ◽  
Customer Service ◽  
Service Work

Bermuda Revisited?

2010 ◽  
Vol 37 (3) ◽  
pp. 378-403 ◽  
Author(s):  
Sharon C. Bolton ◽  
Maeve Houlihan
Keyword(s):  
Customer Service ◽  
Power Relations ◽  
Service Sector ◽  
Senior Management ◽  
Service Work ◽  
Power Failure ◽  
Sufficient Power ◽  
Customer Services ◽  
Frontline Service

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 employees, senior management, and customers. Drawing on Kanter’s notion of power failure in management circuits, the article depicts a series of “triangle dramas” drawn from a variety of frontline settings that show how managers can be denied access to “lines of power.” The analysis questions the expectation that FLSSMs have sufficient power to resolve customer dissatisfactions or address structural failings.

In the Name of the Customer: Service Work and Participation

2005 ◽  
pp. 94-112 ◽  
Author(s):  
Andrew Sturdy ◽  
Marek Korczynski
Keyword(s):  
Customer Service ◽  
Service Work

Customer Service Work, Employee Well-being and Performance

2015 ◽  
pp. 100-122
Author(s):  
Stephen Deery ◽  
Vandana Nath
Keyword(s):  
Customer Service ◽  
Well Being ◽  
Service Work ◽  
And Performance
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