haku: @indexterm organizational change / yhteensä: 1363
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| Tekijä: | Stein, M. |
| Otsikko: | Toxicity and the unconscious experience of the body at the employee-customer interface |
| Lehti: | Organization Studies
2007 : VOL. 28:8, p. 1223-1241 |
| Asiasana: | consumers employees work industrial relations organizational change psychology |
| Kieli: | eng |
| Tiivistelmä: | While the literature on front-line service (hereafter as: f-l-srv.) work utilizes a variety of productive images, it is argued that these images do not capture certain of the more problematic experiences of f-l-srv. employees. A new image, that of toxicity, is proposed based on words used by employees' themselves and on concepts from psychoanalysis and its application to organizational dynamics. It is argued that f-l-srv. workers may have the unconscious fantasy being polluted by toxic substances, especially when being under severe pressure from customers. This is likely to result in further contagion of relationships (as: r-ships.) such as those among employees and btw. employees and customers, and workers retaliating against customers by exacting revenge on them. A downward spiralling of r-ships. may follow, with the result of large parts of the work environment being experienced as toxic. |
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