Sub-theme 64: Customer-facing Service Work as a 'Moment of Truth'?
Convenors:
Marek Korczynski, University of Nottingham, UK
Jean-Baptiste Suquet, NEOMA Business School, France
Caroline Ruiner, Ruhr-Universität Bochum, Germany
Session I: Thursday, July 02, 11:00 to 12:30, PIERCE-712
Customers’ roles in moments of truth
Dilip Subramanian and Jean-Baptiste Suquet
Unpacking the service triangle: An occupational reading of front office complaint handling work
Esa Hiltunen
"Excuse me, may I disturb you?" Hypermarket workers' views about the role of customers
Session II: Thursday, July 02, 14:00 to 15:30, PIERCE-712
Cooperation in service work
Lamine Mebarki and Ewan Oiry
Communities of practice and customer-facing service work: Practices in three case studies
Warren Goodsir, Erling Rasmussen and Coral Ingley
Above the bottom line: The need for practical wisdom in hotel management
Session III: Thursday, July 02, 16:00 to 17:30, PIERCE-712
Individual resources in customer interaction
Anna Schneider and Julia Brandl
Fashioning identity at work: Why and how service workers maintain their self-understandings
Session IV: Friday, July 03, 09:00 to 10:30, PIERCE-712
Service work in professional contexts
Veronica Carlsson
A pig in a poke? Aligning expectation and performance in service provision
Hanna Timonen, Mari Holopainen, Markku Haakana, Jarkko Niemi and Timo Kaski
Work in sales interaction: A case study in professional business services
Session V: Friday, July 03, 14:00 to 15:30, PIERCE-712
HR processes as hidden truth in service work
Placide Abasabanye, Franck Bailly and François-Xavier Devetter
Is direct customer contact associated with better pay in cleaning?
Sudeshna Bhattacharya
Controlling employee behaviour in an off shore outsourced call centre: Role of the psychological contract
Session VI: Saturday, July 04, 09:00 to 10:30, PIERCE-712
Dealing with diverse situations
Dalit Yassour-Borochowitz
"Services for the poor are poor services" – The encounter between service providers and poor customers
Pascal Ughetto
The territorialised challenges of work. Organising service relations in social housing organisations
Session VII: Saturday, July 04, 11:00 to 12:30, PIERCE-712
Service work under control
Daniel Pastuh and Mike Geppert
Elements of total, greedy & reinventive institutions in the employment practices of contemporary service sector organzations.
The impact of business model related forms of control on employee's voice and identity