|Appears in Collections:
|Management, Work and Organisation Journal Articles
|Peer Review Status:
|Bermuda revisited? Management power and powerlessness in the worker-manager-customer triangle
|Bolton, Sharon C
|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. https://doi.org/10.1177/0730888410375678
|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.
|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.
|Fulltext - Published Version
|Under Embargo until 3000-01-01 Request a copy
Note: If any of the files in this item are currently embargoed, you can request a copy directly from the author by clicking the padlock icon above. However, this facility is dependent on the depositor still being contactable at their original email address.
This item is protected by original copyright
Items in the Repository are protected by copyright, with all rights reserved, unless otherwise indicated.
The metadata of the records in the Repository are available under the CC0 public domain dedication: No Rights Reserved https://creativecommons.org/publicdomain/zero/1.0/
If you believe that any material held in STORRE infringes copyright, please contact email@example.com providing details and we will remove the Work from public display in STORRE and investigate your claim.