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Stories from the Front‐line: How they Construct the Organization

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  • Gillian C. Hopkinson

Abstract

abstract Drawing on social constructionist theory this paper applies discourse analysis to ten narratives told by service delivery staff in one distribution network. The analysis looks at how the narratives construct the organization through their constructions of self (the narrator), customer and manufacturer and their constructions of the relationships linking these three sets of actors. The paper argues that the narrators construct the self either as an organizational customer or an organizational partner. The two constructions locate conflict either within the organization or at the customer–organizational boundary respectively. The implications of this are suggested. Contrasts between the manner in which organizational members construct the self as customer or partner and the construction of the organizational member in the internal customer literature are highlighted and briefly discussed.

Suggested Citation

  • Gillian C. Hopkinson, 2003. "Stories from the Front‐line: How they Construct the Organization," Journal of Management Studies, Wiley Blackwell, vol. 40(8), pages 1943-1969, December.
    • Handle: RePEc:bla:jomstd:v:40:y:2003:i:8:p:1943-1969
    DOI: 10.1046/j.1467-6486.2003.00407.x
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    Cited by:

    1. José-Carlos García-Rosell, 2019. "A Discursive Perspective on Corporate Social Responsibility Education: A Story Co-creation Exercise," Journal of Business Ethics, Springer, vol. 154(4), pages 1019-1032, February.
    2. Ashley, Louise & Empson, Laura, 2016. "Convenient fictions and inconvenient truths: Dilemmas of diversity at three leading accountancy firms," CRITICAL PERSPECTIVES ON ACCOUNTING, Elsevier, vol. 35(C), pages 76-87.
    3. Middleton, Stuart & Liesch, Peter W. & Steen, John, 2011. "Organizing time: Internationalization narratives of executive managers," International Business Review, Elsevier, vol. 20(2), pages 136-150, April.
    4. Collins, David & Dewing, Ian & Russell, Peter, 2009. "Postcards from the Front: Changing narratives in UK financial services," CRITICAL PERSPECTIVES ON ACCOUNTING, Elsevier, vol. 20(8), pages 884-895.

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