Customer Abuse and Aggression as Labour Control Among LGBT Workers in Low-Wage Services

2021 ◽  
pp. 095001702110458
Author(s):  
Suzanne Mills ◽  
Benjamin Owens
Keyword(s):  
Customer Satisfaction ◽  
Service Sector ◽  
Management Strategies ◽  
Sexual Expression ◽  
Sexual Identities ◽  
Labour Process ◽  
Unmet Expectations ◽  
Bisexual And Transgender ◽  
Depth Interviews ◽  
Worker Behaviour

This study examines the relation between customer abuse and aggression, the gender and sexual expression of workers, and labour control in low-wage services. In-depth interviews with 30 lesbian, gay, bisexual, and transgender (LGBT)1 low-wage service sector workers reveal how customer abuse and aggression works in consort with management strategies to reproduce cis- and heteronormativity. Customer abuse and aggression disciplined worker expressions of non-normative gender and sexual identities, leading to concealment and self-policing. Management was complicit in this dynamic, placing profitability and customer satisfaction over the safety of LGBT workers, only intervening in instances of customer abuse and aggression when it had a limited economic impact. It is posited that customer abuse and aggression is not only a response to unmet expectations emanating from the labour process but is also a mechanism of labour control that disciplines worker behaviour and aesthetics, directly and indirectly, by influencing management prerogatives.

Low-Wage Women’s Experiences of Workplace Incivilities

2021 ◽  
pp. 193672442110147
Author(s):  
Katherine Tindell ◽  
Irene Padavic
Keyword(s):  
Customer Service ◽  
Service Sector ◽  
Food Service ◽  
Future Research ◽  
Income Loss ◽  
Service Workers ◽  
Bank Teller ◽  
Depth Interviews ◽  
Service Representative ◽  
Research And Policy

Workplace incivility, also called bullying, mobbing, and harassment, is pervasive and takes a high toll on employees. This study draws on 18 in-depth interviews with women in the precarious, low-wage, service sector in jobs such as customer service representative, retail sales, food service, pharmacy technician, and bank teller. Women service workers are a particularly vulnerable group, and yet most research on workplace problems of this type focus on professional women’s experience. We find that in this sample, most incivilities came from supervisors, followed by customers and then coworkers. Among supervisors, women were the most common perpetrators, while customer and coworker perpetrators were largely men. The type of incivility varied depending on role: Disparagement was common on the part of supervisors and customers, while coworkers were far more likely to engage in sexual harassment, which was virtually nonexistent among supervisors. Consequences for targets of these incivilities included anxiety, which most had experienced, and income loss. We offer suggestions for future research and policy.

scholarly journals De-skilling Effects on Journalists: ICTs and the Labour Process of Taiwanese Newspaper Reporters

2006 ◽  
Vol 31 (3) ◽  
Author(s):  
Chang-de Liu
Keyword(s):  
Information And Communication Technologies ◽  
New Technologies ◽  
Communication Technologies ◽  
Managerial Control ◽  
Nouvelles Technologies ◽  
Labour Process ◽  
Conditions De Travail ◽  
Charge De Travail ◽  
Information And Communication ◽  
Depth Interviews

Abstract: Through in-depth interviews with Taiwanese newspaper workers, this paper illustrates the “de-skilling” effects of information and communication technologies (ICTs) on journalists. In recent years, Taiwanese reporters have experienced an increase in workload and an intensification of managerial control due to the introduction of new technologies in the newsroom. Using ICTs in the workplace consequently has harmed journalists’ working conditions and autonomy. Moreover, ICTs have led to a trivialization of reporting tasks and devaluation of reporters’ experience and knowledge. The degradation of reporting work resulting from the use of ICTs has enabled managers at Taiwanese newspapers to hire young employees to fill the jobs of experienced reporters and to reduce salary costs. Résumé : En se fondant sur des entretiens en profondeur menés avec les employés de quotidiens taiwanais, cet article illustre la déqualification de journalistes causée par les technologies de communication et de l’information (TCIs). Depuis quelques années, les reporters taiwanais ont subi une augmentation de leur charge de travail et du contrôle administratif exercé sur eux à la suite de l’introduction de nouvelles technologies dans les salles de nouvelles. Ainsi, les TCIs au travail ont porté atteinte aux conditions de travail et à l’autonomie des journalistes. En outre, les TCIs ont banalisé les tâches des reporters et ont dévalué leur expérience et leur savoir. La dégradation du travail journalistique résultant de l’introduction des TCIs a permis aux dirigeants des quotidiens taiwanais d’engager de jeunes employés à la place de reporters expérimentés et de réduire les salaires.

scholarly journals The survival of school financing management in COVID-19 pandemic

2021 ◽  
Vol 15 (4) ◽  
pp. 563-570
Author(s):  
Sujasan Sujasan ◽  
Udik Budi Wibowo
Keyword(s):  
Financial Management ◽  
Teaching And Learning ◽  
School Quality ◽  
Management Strategies ◽  
Education Financing ◽  
School Financing ◽  
Good Schools ◽  
School Finances ◽  
Depth Interviews

This study aimed to explore the survival of school financing management during the COVID-19 pandemic, to assure the quality of teaching and learning continuously. This study used a qualitative design, and data collection is carried out by observing resource persons and in-depth interviews, analysis or analysis of documentation and a combination of the three as triangulation method. The collected data were analyzed using an interactive model. The results showed that financial management strategies in managing school finances effectively and efficiently, through transparency, accountability and responsibility, are considered to have contributed to the prospects, quality, progress and sustainability of education in the midst of the COVID-19 pandemic. This is based on the fact that many quality and good schools eventually experience setbacks due to the lack of transparency, accountability and responsibility in the management of education funds. Openness in schools can promote accountability and fight corruption in education, if it is implemented effectively and any malpractice is dealt with clear consequences. The implication is the strategies of education financing management in terms of transparency, accountability and accountability need to be carry out consistently to ensure the improvement of school quality runs in a sustainable manner.

scholarly journals Analysis of queue change of visitors and performace system in the Department of Population and Civil Regristation of Semarang City

2020 ◽  
Vol 202 ◽  
pp. 15005
Author(s):  
Sugito ◽  
Alan Prahutama ◽  
Dwi Ispriyanti ◽  
Mustafid
Keyword(s):  
Customer Satisfaction ◽  
Waiting Time ◽  
Public Service ◽  
Service Time ◽  
Service Sector ◽  
General Distribution ◽  
Queuing Systems ◽  
Queuing Model ◽  
The Public ◽  
Second Period

The Population and Civil Registry Office in Semarang city is one of the public service units. In the public service sector, visitor / customer satisfaction is very important. It can be identified by the length of the queue, the longer visitors queue this results in visitor dissatisfaction with the service. Queue analysis is one of the methods in statistics to determine the distribution of queuing systems that occur within a system. In this study, a queuing analysis as divided into two periods. The first period lasts from 2-13 March 2015, while the second period lasts November 16th to December 20th 2019. The variables used are the number of visitors and the service time at each counter in intervals of 30 minutes. The results obtained are changes in the distribution and queuing model that is at counter 5/6 and counter 10. The queuing model obtained at the second perideo for the number of visitors and the time of service with a General distribution. The average number of visitors who come in 30 minute intervals in the second period is more than the first period, this indicates an increase in visitors. The opportunity for service units is still small, the waiting time in the queue is getting smaller. This shows that the performance of the queuing system at the Semarang Population and Civil Registry Office is getting better.

The role of customer experience touchpoints in driving loyalty intentions in services

2018 ◽  
Vol 30 (5) ◽  
pp. 444-457 ◽  
Author(s):  
Marco Ieva ◽  
Cristina Ziliani
Keyword(s):  
Customer Loyalty ◽  
Service Sector ◽  
Service Providers ◽  
Management Strategies ◽  
Customer Experience ◽  
Ordinary Least Squares ◽  
Mobile Service ◽  
Least Squares Regression ◽  
Content Type ◽  
Loyalty Intentions

Purpose The explosion in the number of touchpoints is putting pressure on companies to design omnichannel customer experiences aimed at achieving long-term customer loyalty. The purpose of this paper is to examine the relative importance of 24 touchpoints in contributing to customer loyalty intentions. Design/methodology/approach Data were collected by means of a survey on almost 6,000 subjects belonging to the Nielsen consumer panel. Two ordinary least squares regression models with clustered standard errors estimate the relationship between touchpoint exposure – measured in terms of reach, frequency and positivity – and customer loyalty intentions in the mobile service sector. Findings Reach has a significant relationship with customer loyalty intentions as far as eight touchpoints are concerned. Positivity, when controlling for frequency of exposure, is related to customer loyalty intentions as far as nine touchpoints are concerned. Practical implications Results provide guidance for mobile service providers on customer experience management strategies and specifically on touchpoint prioritization, adaptation, monitoring and design. Originality/value This study addresses two relevant research gaps. First, most studies focus on single or a few touchpoints without considering the variety of touchpoints within the customer journey (Lemon and Verhoef, 2016). Second, no studies focus on the relative contribution of touchpoints to customer loyalty intentions (Homburg et al., 2017).

LGBT Workplace Equality Policy and Customer Satisfaction: The Roles of Marketing Capability and Demand Instability

2020 ◽  
Vol 40 (1) ◽  
pp. 7-26 ◽  
Author(s):  
Pankaj C. Patel ◽  
Cong Feng
Keyword(s):  
Sexual Orientation ◽  
Customer Satisfaction ◽  
Stakeholder Theory ◽  
Marketing Capability ◽  
Distributional Assumption ◽  
Resource Based View ◽  
Alternate Model ◽  
Bisexual And Transgender ◽  
Key Variables ◽  
Equality And Diversity

A lesbian, gay, bisexual, and transgender workplace equality policy (LGBT-WEP) helps signal and reinforce the organizational commitment to workplace equality and diversity. Prior evidence suggests that LGBT-WEP is viewed favorably by stakeholders (customers, employees, and channel partners) and influences firm performance. Drawing on stakeholder theory and the resource-based view of the firm, the authors examine whether LGBT-WEP influences customer satisfaction through marketing capability and whether demand instability dampens these associations. To alleviate endogeneity concerns of LGBT-WEP, they exploit the plausibly exogenous state-to-state variations in workplace equality policies determined by statewide laws on nondiscrimination based on sexual orientation. Empirical results indicate that LGBT-WEP positively influences customer satisfaction both directly and through enhanced marketing capability. Demand instability, however, dampens these associations. Additional analyses with alternate measures of key variables, alternate distributional assumption, and alternate model specifications yield consistent results.

Managing Smokefree Momentum: Young RYO Smokers’ Responses to Tobacco Endgame Strategies

2020 ◽  
Vol 40 (2) ◽  
pp. 250-265
Author(s):  
Shelagh Ferguson ◽  
Jan Brace-Govan ◽  
Janet Hoek ◽  
Matthew Mulconroy
Keyword(s):  
Public Policy ◽  
Environmental Changes ◽  
Management Strategies ◽  
Population Level ◽  
Sense Making ◽  
Consumer Resistance ◽  
Policy Initiatives ◽  
The Social ◽  
Depth Interviews ◽  
Tobacco Endgame

As more countries set smoking endgame goals and introduce measures to denormalize smoking, smokers’ experience of stigma may intensify and require new management strategies. Probing the tension between environmental changes that support population-level behaviour change and individuals’ sense making, which occurs at a micro, everyday level, provides unique insights into reactance, agency and stigma. Using a Foucauldian informed approach, we analyze how young RYO (roll-your-own tobacco) smokers internalize neoliberal marketplace economic norms and create positions of resistance. Experience-based videographies and in-depth interviews with 15 New Zealand young adults aged 20-30 illustrate how participants resist stigma and the social disapproval they experience. This analysis identifies how smoking denormalization affects practices and pleasures, and generates four discernible positions of resistance: Socialized, Comfort, Status and Pleasure Orientated Resistances. These highlight intersections between policy initiatives and consumer resistance, offering new insights relevant to public policy.

scholarly journals Perceptions of Indian managers on the impact of convergent technologies on work and resultant organisational performance in service industry

2020 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Sanjeev Kumar ◽  
Prikshat Verma ◽  
Parth Patel ◽  
J. Irudhaya Rajesh
Keyword(s):  
Customer Satisfaction ◽  
Service Sector ◽  
Service Industry ◽  
Management Control ◽  
Organisational Performance ◽  
Content Type ◽  
Four Dimensions ◽  
Perceived Impact ◽  
The Impact ◽  
Practical Implications

PurposeThis research examines Indian service managers' perceptions on impact of convergent technologies on their work and resultant organisational performance. The research uses four dimensions – task productivity, task innovation, customer satisfaction and management control – taken together, to investigate the perceived impact of convergent technologies adoption in service organisations context and further examines the resultant organisational performance, based on these dimensions.Design/methodology/approachThe study used partial least squares (PLS) approach to evaluate the measurement model and the structural model. The study was conducted in service industry firms that have made a significant progression towards adopting convergent technologies.FindingsThe results of the study demonstrated higher levels of perceived impact of adoption of convergent technologies on all the four dimensions (i.e. task productivity, task innovation, customer satisfaction and management control). The results of the study also indicate that all the impact dimensions positively influence organisational performance.Research limitations/implicationsThe results of the study suggest that all the impact dimensions positively influence organisation, therefore the service sector managers should be aware about the role of adopting latest convergent technologies so as to enhance the task productivity, innovation, customer satisfaction and management control in their job roles.Practical implicationsThe practical implications of this research are derived on the basis of Future of Work, Labour Market Information Systems, Productivity, Enterprise Development, Enhancing skills of service employees and Employability themes.Originality/valueTo researchers best knowledge is to first study of its kind to evaluate the perceived impact of convergent technologies on organisational performance in Indian context.

From Necropraxis to Necroresistance: Transgender Experiences in Latin America

2020 ◽  
pp. 088626052098039
Author(s):  
Sheilla L. Rodríguez Madera
Keyword(s):  
Latin America ◽  
Social Interactions ◽  
Management Strategies ◽  
State Policies ◽  
Sociocultural Context ◽  
Multiple Forms ◽  
Trans People ◽  
Small Doses ◽  
Political Economic ◽  
Depth Interviews

Latin America is one of the deadliest regions for trans communities. Scientific research generated in the region has reported that trans people live through a complicated panorama shaped by multiple forms of oppression, extreme violence, and micro-aggressions. Although necropolitics, as a theoretical approach, has been useful to understand how State policies negatively affect trans individuals, it does not fully account for informal dynamics within groups and among individuals that are potentially lethal for this population in Latin America. To account for this gap, the author proposes two novel concepts: necropraxis (a pattern that manifest itself in everyday social interactions, through which gradual small doses of death are delivered to eliminate, symbolically and/or literally, trans people); and necroresistance (the ways in which trans people defy the threats imposed by necropraxis through “ordinary” acts manifested in their everyday life). The main objective of this article is to put forth definitions for these two concepts and identify how they apply in the context of trans communities in three countries of the region: Guatemala, Argentina, and Chile. To achieve the latter, the author relies on her ethnographic work in these contexts. Data were gathered through parcipant observation, in-depth interviews with trans persons ( N = 11) and informal conversations with individuals during the site visits. A deductive qualitative analysis was conducted. Results evidence how the manifestation of necropraxis and necroresistance were highly influenced by the historical, political, economic and sociocultural context of each country. This study provides valuable information to help both policymakers and other stakeholders understand the problem’s magnitude in the region and the ways necropraxis is experienced in everyday relations between trans individuals and others. Similarly, through the understanding of what constitutes necroresistance and its value, the proposed framework could help them outline prevention and management strategies to strengthen trans communities in different countries.

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