Bolton, Sharon C. and Houlihan, Maeve (2010) Bermuda revisited? Management power and powerlessness in the worker-manager-customer triangle. Work and Occupations, 37 (3). pp. 378-403.Full text not available in this repository. (Request a copy from the Strathclyde author)
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 of the 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 sufficent power to resolve customer dissatisfactions or address structural failings.
|Keywords:||customer service, frontline manager, management, power, powerlessness, Management. Industrial Management, Organizational Behavior and Human Resource Management, Sociology and Political Science|
|Subjects:||Social Sciences > Industries. Land use. Labor > Management. Industrial Management|
|Department:||Strathclyde Business School > Strategy and Organisation|
|Depositing user:||Ms Hilde Ann Quigley|
|Date Deposited:||12 May 2011 14:00|
|Last modified:||27 Apr 2016 16:05|