haku: @indexterm RETAIL BANKING / yhteensä: 33
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| Tekijä: | Forseth, U. |
| Otsikko: | Gender matters? Exploring how gender is negotiated in service encounters |
| Lehti: | Gender, Work and Organization
2005 : SEP, VOL. 12:5, p. 440-460 |
| Asiasana: | Emotions Encounter groups Gender Retail banking Service |
| Kieli: | eng |
| Tiivistelmä: | This paper focuses on the change in circumstances of service work by examining a Norwegian retail bank. It also describes the transformation of teller work into seller work. According to the research female workers were generally regarded as gendered personas, not as representatives of the bank. Women outnumbered men as customer representatives at the front line and the expressions frequently attached to the representatives (e.g. smiling, flexible and nice)are generally associated with feminity. |
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