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Performing Service Work Without a Shield - A qualitative study on employees' experiences of interactive service works

Hansson, Annie LU and Samuelsson, Erica (2014) BUSN49 20162
Department of Business Administration
Abstract
Title: Practicing service work without a shield - A qualitative case study on employees’ experiences of interactive service works

Submission Date: 23rd of May 2014

Course: Master Degree Project in Managing, Peoples Knowledge and Change

Authors: Annie Hansson and Erica Samuelsson

Supervisors: Jens Rennstam and Stephan Schaefer The department of Business and Administration School of Economic at Lund University, Sweden

Thesis purpose: The purpose of this study is to examine how employees experience work within an interactive service organization that lacks formal hierarchical positions. Since interactive service works often is preformed within rationalized and highly controlled work environments, we find it highly... (More)
Title: Practicing service work without a shield - A qualitative case study on employees’ experiences of interactive service works

Submission Date: 23rd of May 2014

Course: Master Degree Project in Managing, Peoples Knowledge and Change

Authors: Annie Hansson and Erica Samuelsson

Supervisors: Jens Rennstam and Stephan Schaefer The department of Business and Administration School of Economic at Lund University, Sweden

Thesis purpose: The purpose of this study is to examine how employees experience work within an interactive service organization that lacks formal hierarchical positions. Since interactive service works often is preformed within rationalized and highly controlled work environments, we find it highly relevant to in-depth analyze how employees experience a more autonomous context.

Methodology: The thesis departs from an interpretive qualitative perspective.

Theoretical perspective: The theoretical background concerns literature on interactive service work and different forms of organizational control mechanisms, such as bureaucratic-, peer-based- and concertive control. The theories are intertwined, presenting different aspects that affect the work conditions for service workers.

Empirical foundation: The research is based on a qualitative case study and conducted on Peppes pizza-chain in Norway, on one of the ninety restaurants. The empirical data was collected from in-depth semi-structured interviews with employees.

Conclusion: Employees’ experiences of working in an interactive service work with no hierarchical positions suggest a multidimensional reality. The findings pointed out how employees in such context experience high job satisfaction, but at the same time felt stress, frustration and irritation when there are no formalized rules or authority to lean on or hide behind. (Less)
Please use this url to cite or link to this publication:
author
Hansson, Annie LU and Samuelsson, Erica
supervisor
organization
course
BUSN49 20162
year
type
H1 - Master's Degree (One Year)
subject
keywords
Interactive Service Work, Customer Satisfaction, Emotional Labor, Peer-Based Control
language
English
id
8892976
date added to LUP
2016-10-05 10:15:59
date last changed
2016-10-05 10:15:59
@misc{8892976,
  abstract     = {Title: Practicing service work without a shield - A qualitative case study on employees’ experiences of interactive service works 
 
Submission Date: 23rd of May 2014 
 
Course: Master Degree Project in Managing, Peoples Knowledge and Change 
 
Authors: Annie Hansson and Erica Samuelsson 
 
Supervisors: Jens Rennstam and Stephan Schaefer The department of Business and Administration School of Economic at Lund University, Sweden 
 
Thesis purpose: The purpose of this study is to examine how employees experience work within an interactive service organization that lacks formal hierarchical positions. Since interactive service works often is preformed within rationalized and highly controlled work environments, we find it highly relevant to in-depth analyze how employees experience a more autonomous context. 
 
Methodology: The thesis departs from an interpretive qualitative perspective. 
 
Theoretical perspective: The theoretical background concerns literature on interactive service work and different forms of organizational control mechanisms, such as bureaucratic-, peer-based- and concertive control. The theories are intertwined, presenting different aspects that affect the work conditions for service workers. 
 
Empirical foundation: The research is based on a qualitative case study and conducted on Peppes pizza-chain in Norway, on one of the ninety restaurants. The empirical data was collected from in-depth semi-structured interviews with employees. 
 
Conclusion: Employees’ experiences of working in an interactive service work with no hierarchical positions suggest a multidimensional reality. The findings pointed out how employees in such context experience high job satisfaction, but at the same time felt stress, frustration and irritation when there are no formalized rules or authority to lean on or hide behind.},
  author       = {Hansson, Annie and Samuelsson, Erica},
  keyword      = {Interactive Service Work,Customer Satisfaction,Emotional Labor,Peer-Based Control},
  language     = {eng},
  note         = {Student Paper},
  title        = {Performing Service Work Without a Shield - A qualitative study on employees' experiences of interactive service works},
  year         = {2014},
}