Please use this identifier to cite or link to this item: http://hdl.handle.net/1893/10765
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dc.contributor.authorBolton, Sharon Cen_UK
dc.contributor.authorHoulihan, Maeveen_UK
dc.date.accessioned2014-09-06T04:37:03Z-
dc.date.available2014-09-06T04:37:03Zen_UK
dc.date.issued2010-08en_UK
dc.identifier.urihttp://hdl.handle.net/1893/10765-
dc.description.abstractThis 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.en_UK
dc.language.isoenen_UK
dc.publisherSAGE Publicationsen_UK
dc.relationBolton 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/10.1177/0730888410375678en_UK
dc.rightsThe 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.en_UK
dc.rights.urihttp://www.rioxx.net/licenses/under-embargo-all-rights-reserveden_UK
dc.subjectcustomer serviceen_UK
dc.subjectfrontline manageren_UK
dc.subjectmanagementen_UK
dc.subjectpoweren_UK
dc.subjectpowerlessnessen_UK
dc.titleBermuda revisited? Management power and powerlessness in the worker-manager-customer triangleen_UK
dc.typeJournal Articleen_UK
dc.rights.embargodate3000-01-01en_UK
dc.rights.embargoreason[Bolton_2010_Bermuda_Revisited.pdf] The publisher does not allow this work to be made publicly available in this Repository therefore there is an embargo on the full text of the work.en_UK
dc.identifier.doi10.1177/0730888410375678en_UK
dc.citation.jtitleWork and Occupationsen_UK
dc.citation.issn1552-8464en_UK
dc.citation.issn0730-8884en_UK
dc.citation.volume37en_UK
dc.citation.issue3en_UK
dc.citation.spage378en_UK
dc.citation.epage403en_UK
dc.citation.publicationstatusPublisheden_UK
dc.citation.peerreviewedRefereeden_UK
dc.type.statusVoR - Version of Recorden_UK
dc.author.emailsharon.bolton@stir.ac.uken_UK
dc.contributor.affiliationManagement, Work and Organisationen_UK
dc.contributor.affiliationUniversity College Dublin (UCD)en_UK
dc.identifier.wtid736354en_UK
dcterms.dateAccepted2010-08-31en_UK
dc.date.filedepositdate2013-01-28en_UK
rioxxterms.typeJournal Article/Reviewen_UK
rioxxterms.versionVoRen_UK
local.rioxx.authorBolton, Sharon C|en_UK
local.rioxx.authorHoulihan, Maeve|en_UK
local.rioxx.projectInternal Project|University of Stirling|https://isni.org/isni/0000000122484331en_UK
local.rioxx.freetoreaddate3000-01-01en_UK
local.rioxx.licencehttp://www.rioxx.net/licenses/under-embargo-all-rights-reserved||en_UK
local.rioxx.filenameBolton_2010_Bermuda_Revisited.pdfen_UK
local.rioxx.filecount1en_UK
local.rioxx.source0730-8884en_UK
Appears in Collections:Management, Work and Organisation Journal Articles

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