IDEAS home Printed from https://ideas.repec.org/a/sae/woemps/v27y2013i5p768-784.html
   My bibliography  Save this article

Customer abuse to service workers: an analysis of its social creation within the service economy

Author

Listed:
  • Marek Korczynski

    (University of Nottingham, UK)

  • Claire Evans

    (Cardiff University, UK)

Abstract

Evidence from a range of sources suggests that customer abuse to service workers is a significant phenomenon. This article argues that a large part of customer abuse is endogenously created within the fabric of the service economy. Thirty book-length ethnographies were coded for relevant data and a fuzzy-set qualitative comparative analysis was undertaken. The findings show that frequent customer abuse is associated with a configuration of the promotion of customer sovereignty (at organizational, sectoral and national levels), the weak position of labour, the higher social status position of customers vis-Ã -vis workers and the structuring of service interactions as encounters.

Suggested Citation

  • Marek Korczynski & Claire Evans, 2013. "Customer abuse to service workers: an analysis of its social creation within the service economy," Work, Employment & Society, British Sociological Association, vol. 27(5), pages 768-784, October.
  • Handle: RePEc:sae:woemps:v:27:y:2013:i:5:p:768-784
    as

    Download full text from publisher

    File URL: http://wes.sagepub.com/content/27/5/768.abstract
    Download Restriction: no
    ---><---

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Wagemann, Claudius & Buche, Jonas & Siewert, Markus B., 2016. "QCA and business research: Work in progress or a consolidated agenda?," Journal of Business Research, Elsevier, vol. 69(7), pages 2531-2540.
    2. Laura Good & Rae Cooper, 2016. "‘But It's Your Job To Be Friendly’: Employees Coping With and Contesting Sexual Harassment from Customers in the Service Sector," Gender, Work and Organization, Wiley Blackwell, vol. 23(5), pages 447-469, September.
    3. Richard Godfrey & Joanna Brewis, 2018. "‘Nowhere else sells bliss like this’: Exploring the emotional labour of soldiers at war," Gender, Work and Organization, Wiley Blackwell, vol. 25(6), pages 653-669, November.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:sae:woemps:v:27:y:2013:i:5:p:768-784. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no bibliographic references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: SAGE Publications (email available below). General contact details of provider: http://www.britsoc.co.uk/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.