Please use this identifier to cite or link to this item: http://hdl.handle.net/1893/10765
Appears in Collections:Management, Work and Organisation Journal Articles
Peer Review Status: Refereed
Title: Bermuda revisited? Management power and powerlessness in the worker-manager-customer triangle
Authors: Bolton, Sharon C
Houlihan, Maeve
Contact Email: sharon.bolton@stir.ac.uk
Keywords: customer service
frontline manager
management
power
powerlessness
Issue Date: Aug-2010
Publisher: SAGE Publications
Citation: Bolton SC & Houlihan M (2010) Bermuda revisited? Management power and powerlessness in the worker-manager-customer triangle, Work and Occupations, 37 (3), pp. 378-403.
Abstract: 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.
Type: Journal Article
URI: http://hdl.handle.net/1893/10765
DOI Link: http://dx.doi.org/10.1177/0730888410375678
Rights: The publisher does not allow this work to be made publicly available in this Repository. Please use the Request a Copy feature at the foot of the Repository record to request a copy directly from the author. You can only request a copy if you wish to use this work for your own research or private study.
Affiliation: SMS Management and Support Team
University College Dublin (UCD)

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