James, Martin (2019) Can empowerment in frontline service work ever live up to the billing? : a critical case of Wine Corp. PhD thesis, University of Warwick.

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Abstract

My research seeks to illuminate the forces and factors that shape the experience of frontline service work (FLSW). Relations of production have traditionally been emphasised as the centre of gravity in FLSW experiences. More recently the gaze has shifted towards relations of consumption, based upon a belief that the presence of the customer at the point of production has qualitatively reoriented the experience of shop floor life.

To further clarify the nature and significance of relations at the point of production and consumption I embarked upon a three-year study as a “complete participant” in Wine Corp PLC (WC). This extended a seven year period of informal data collection as a frontline employee, which combined to provide ten years of “behind the scenes” access in total. Such a vantage point offered unique longitudinal exposure to co-workers and other “lead actors” who produced and reproduced WC.

The data and analysis revealed four forces and factors that are under-represented in mainstream “service triangle” accounts of FLSW. Firstly, the importance of individuality tends to be understated, as variations in personalities and characters have significant bearings upon FLSW life. Secondly teams matter, as co-workers have a far greater bearing than many accounts allow for. Thirdly anteriority effects are significant, meaning that the past acts as a key constrainer and enabler of present-day actors. Lastly and most importantly, the power and influence of “outside” forces and factors to overshadow and act upon “inside” actors is underestimated. The real power in WC is neither management nor customers but rather shareholders, whose structurally-embedded ideology of “shareholder value” reigns supreme over in-house relations. My model of amphitheatrical relations contributes an analytical framework that synthesises connecting mechanisms between the people and parts that comprise “internal” and “external” relations, whilst also illustrating the reach and limits of particular actors.

Item Type:	Thesis (PhD)
Subjects:	H Social Sciences > HD Industries. Land use. Labor
Library of Congress Subject Headings (LCSH):	Retail trade -- Employees -- Social conditions, Industrial relations, Work environment, Job satisfaction
Official Date:	June 2019
Dates:	Date Event June 2019 UNSPECIFIED
Institution:	University of Warwick
Theses Department:	Warwick Business School
Thesis Type:	PhD
Publication Status:	Unpublished
Supervisor(s)/Advisor:	Edwards, P. K. (Paul K.) ; Greene, Anne-Marie
Sponsors:	Economic and Social Research Council (Great Britain)
Format of File:	pdf
Extent:	vi, 408 leaves : illustrations (some colour)
Language:	eng

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