The Firefighter, The Babysitter, and The Sacrificial Lamb: Identity and Consent Among Customer Service Supervisors
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| Language: | English |
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The Ohio State University / OhioLINK
2009
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| Online Access: | http://rave.ohiolink.edu/etdc/view?acc_num=osu1243962382 |
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ndltd-OhioLink-oai-etd.ohiolink.edu-osu12439623822021-08-03T05:56:21Z The Firefighter, The Babysitter, and The Sacrificial Lamb: Identity and Consent Among Customer Service Supervisors Vaughn, Jonathan Scott Labor Relations Organization Theory Organizational Behavior Sociology identity consent work supervisors management customer service organizations occupations Despite decades’ worth of research that has been devoted to the emerging field of customer service work, surprisingly little attention has been paid to the actual lived experiences of customer service supervisors. As a result, we find ourselves neglecting an integral part of this expanding work force, and are consequently ill-prepared to truly understand the field of customer service work. By drawing on data gathered from years of participant observation, and a number of in-depth interviews with both managers and workers employed in the shipping operations and customer service center of a Fortune 500 company, the author attempts to fill existing gaps in understanding regarding the motivations of the customer service supervisor. After comparing this newly gathered data to existing sociological theories of work and organizations, a more nuanced understanding of customer service management is put forth, and potential causes of managerial consent are proposed. In addition to understanding what factors lead supervisors to consent to their work conditions, this paper attempts to explain how this consent impacts the hourly workers at the bottom of the workplace hierarchy. 2009-09-08 English text The Ohio State University / OhioLINK http://rave.ohiolink.edu/etdc/view?acc_num=osu1243962382 http://rave.ohiolink.edu/etdc/view?acc_num=osu1243962382 unrestricted This thesis or dissertation is protected by copyright: all rights reserved. It may not be copied or redistributed beyond the terms of applicable copyright laws. |
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NDLTD |
| language |
English |
| sources |
NDLTD |
| topic |
Labor Relations Organization Theory Organizational Behavior Sociology identity consent work supervisors management customer service organizations occupations |
| spellingShingle |
Labor Relations Organization Theory Organizational Behavior Sociology identity consent work supervisors management customer service organizations occupations Vaughn, Jonathan Scott The Firefighter, The Babysitter, and The Sacrificial Lamb: Identity and Consent Among Customer Service Supervisors |
| author |
Vaughn, Jonathan Scott |
| author_facet |
Vaughn, Jonathan Scott |
| author_sort |
Vaughn, Jonathan Scott |
| title |
The Firefighter, The Babysitter, and The Sacrificial Lamb: Identity and Consent Among Customer Service Supervisors |
| title_short |
The Firefighter, The Babysitter, and The Sacrificial Lamb: Identity and Consent Among Customer Service Supervisors |
| title_full |
The Firefighter, The Babysitter, and The Sacrificial Lamb: Identity and Consent Among Customer Service Supervisors |
| title_fullStr |
The Firefighter, The Babysitter, and The Sacrificial Lamb: Identity and Consent Among Customer Service Supervisors |
| title_full_unstemmed |
The Firefighter, The Babysitter, and The Sacrificial Lamb: Identity and Consent Among Customer Service Supervisors |
| title_sort |
firefighter, the babysitter, and the sacrificial lamb: identity and consent among customer service supervisors |
| publisher |
The Ohio State University / OhioLINK |
| publishDate |
2009 |
| url |
http://rave.ohiolink.edu/etdc/view?acc_num=osu1243962382 |
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AT vaughnjonathanscott thefirefighterthebabysitterandthesacrificiallambidentityandconsentamongcustomerservicesupervisors AT vaughnjonathanscott firefighterthebabysitterandthesacrificiallambidentityandconsentamongcustomerservicesupervisors |
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