Negotiating Clothing Identities on the Sales Floor

How do salespeople negotiate “clothing identities” with customers? To answer this question, I conducted fieldwork in the women's departments of several luxury goods stores in Paris that sell ready-to-wear clothes. In this negotiating context of personalized service, lower-status individuals (salespersons) propose new identities to higher-status consumers. This comparison of how saleswomen and gay salesmen negotiate clothing identities with women customers examines both their identification with the customers and the role-playing involved. The sales area as a “backstage” permits the “expertise” of the sales staff to mitigate the status differences and gives gay male sales staff latitude in their interactions with female clients. Through a construction of clothing identity from articles from the store, saleswomen present an image of possibilities to customers. Playing the role of personal audience, gay salesmen use their ambiguous gender identity to sell clothing.     

Abstimmungsprobleme in Dienstleistungsbeziehungen

In interactive service work customers necessarily take part in the service process as co-producers. Consequently, both the customers and the service workers are confronted with problems which can be conceived as social dilemmas. This article shows how these problems arise and how they can be solved. We analyze qualitative data on interactive service work using a rational action approach. The analysis shows that actors find themselves in dilemmatic situations, which would not allow them to achieve the optimal outcome of co-operation, if they would act according to the premises of the theory of rational action. On the other hand it is the interactive nature of co-production itself which not only generates social dilemmas but provides also for the means to resolve them: the mutual monitoring of the actions carried out by service worker and customer supplies them with informations about their willingness to co-operate. This may form the basis to overcome the social dilemmas inherent in service interaction.     

Using Emotional Labor to Create and Maintain Relationships in Service Interactions

This article investigates the complex relationships between service workers and customers in both luxury and nonluxury retail settings. Though much of the sociological research on sales and service work concentrates on relatively low‐status positions, this research explores the importance of the service worker as expert and artisan. Using the concept of emotional labor introduced by Hochschild, this study examines whether emotional labor, in certain service and sales contexts, can be used to create and maintain relationships between employees and customers. This research suggests a more complete theoretical understanding of service work as well as practical policy implications applicable to such concerns as turnover and morale, training and orientation, and communication and supervisory strategies.     

SELLING TIME: SITUATED TRANSACTIONS IN A NONINSTITUTIONAL ENVIRONMENT*

Salespeople are well known for their artful constructions of strategies. They use these strategies to encase the sales transaction and assume that their success is somehow dependent on presentation of self and product. In this article we examine salespeople who sell time shares on vacation properties and assume that success in selling is related to: (1) the creation of a theatrical stage designed to entice pairs of customers (married couples) to listen to a sales pitch; (2) control of the interaction processes within the sales encounter so as to “divide and conquer” the dyad; and (3) the creation of incremental sequences of action extending from acknowledgment of the product validity to the purchaser's decision. We discuss how these particular processes relate to a sociological examination of situated transactions in general; and suggest that control of these processes does transform reluctant dyads into agreeable parties to pay relatively large sums of money for time sharing property “on the spot.”     

Comment vendre un produit incertain ? Activités de détachement et d’attachement d’une firme d’agrofourniture

This article examines the sales practices of a French agricultural supplies company whose products have uncertain qualities and contested effects. We show that this characteristic leads the sales technicians responsible for selling these products to develop arguments that make extensive use of a rhetoric aiming to detach the clients from their competitors. Given how difficult it is to establish an objective assessment of products’ intrinsic qualities, we also show how attachments are built around a broad-ranging solution that in particular includes providing consulting services for farmers. More generally, in the analysis of sales work, the commerce of these uncertain products invites one to think of processes of attachment and detachment in symmetrical terms.     

Escaping the Interpersonal Power Game: Online Shopping in China

The increasing popularity of online shopping is now a global phenomenon, and China has become the largest internet market in the world. The reasons behind this preference for online shopping are examined in this study through 63 in-depth interviews and five years of virtual ethnography of a major online shopping website—Taobao.com—in China. Chinese customers prefer Taobao not only because of price and convenience, but also because they enjoy the interactional process, during which they obtain more information, feel less pressured to put on a status performance in comparison to physical stores, and pay less affective labor. Chinese customers tend to believe that interaction with sales clerks in physical shops is a burden, and try to avoid this form of contact. This is related to the fact that consensus on status hierarchy is still yet to be established in a society that is undergoing rapid transition. Consequently, online shopping entails social interaction that attributes more power, autonomy and freedom to customers than otherwise possible in brick-and-mortar shopping. This study shows how both the online interactional environments afforded by technology and the broader social contexts (the service quality and related aspects of status competition among different social groups in contemporary China) affect interpersonal interaction.     

Organizing creation: The role of musical text

This study considers how the work of an amateur orchestra creating a concert performance of a Haydn's concerto is organized by the musical score. The method of inquiry which places the text in the centre of the analysis explores how the surrounding social relations and discourses are carried into an actual work-in-progress; in this process, the score is a link between the macro level of musical discourse embodied in other texts, the related macro level of performance history, and the micro level of individual performance, finally connecting the individual work of actual composers to the exposition of that work. The study furthers existing ethnomethodological and phenomenological examinations of orchestral performance by exposing some of the relations underlying the taken-for-granted ‘common ground’ of the score.     

Nightlife Girls: Envy,Theatre, and Encounters with Men and Women

This article explores how envy influences affective performance in the service industry. Utilizing the first‐person accounts of 12 women working in one Manhattan bar, it examines how the experiences these women have with male and female customers are differently intersected by expectations for gendered performance. It further explores how envy — as the emotion most prompted in the servers in the face of these expectations — can in response be harnessed as a force for their critical agency. Seeing envy as both an antagonizer and central defence mechanism, the paper goes on to dissect the various strategies employed by the serving women to both adopt the differing embodiments of affective gender performance expected by their male and female customers, and protect themselves from the emotional damage that is risked in adopting such externally dictated subjectivities.     

‘Something to Deal With’: Customer Sexual Harassment and Women's Retail Service Work in Canada

While sexual harassment in the workplace has been extensively researched over the past two decades, the majority of studies have focused on employer–employee or co-worker relationships. In contrast, the issue of ‘customer sexual harassment’ (i.e. the sexual harassment of employees by customers) has been less explicitly explored. This paper examines customer sexual harassment in the Canadian context, drawing on a study of 63 female retail service workers and 20 security workers. It focuses on the nature, prevalence, and consequences of this form of harassment for women who work in various jobs in retail sales (e.g. flower shops, book shops). Findings from the study suggest that customer sexual harassment is a significant problem. Not only have a majority of women been sexually harassed by customers in their current job, but they appear to be highly constrained in dealing with such behaviour. To the extent that the work environment privileges the customer, through its emphasis on customer satisfaction, women are reluctant to confront harassers and may engage in behaviours (e.g. avoiding male customers, being less friendly) which potentially impact their performance on the job. The paper examines the dilemmas facing female workers and the policy issues raised.     

Visions of power: ideology and practice in the American garage sale

In this article, we examine ideological statements reflected in, and to a small extent created by, people's participation in garage sales.¹ Although the article touches upon the economics of garage sales, its focus is on ideology, about how people understand what they are doing when they buy and sell, and how this relates to their more general perception of the social world and their position in it. The way people discuss their participation in garage sales tells a great deal about how they understand their worlds: patterns of work and consumption, claims (especially by women and the aged) that their daily activities have more dignity than is normally afforded them within society, a felt need for moral and practical networks. The expression of ‘oppositional culture’in the statements garage sale participants make to describe their lives is certainly underdeveloped. It is not free of the dominant ideology, cannot be the basis of class-conscious political practice and in present form poses little danger to any social institution (except perhaps department stores). Still it does contain, in shadowy form, seminal statements in contradiction to what is generally regarded as the dominant ideology. We will call these emerging elements ‘prefigurative cultural formations’, as in vague form they connote emergent social values. Further, we will argue that these prefigurative cultural formations are grouped into discrete ideological claims that we call ‘Visions of Power, each of which speaks to the empowerment of subordinate groups. We will discuss four specific Visions of Power: reclaiming control of one's work, creating a sense of social justice, beating the system, and feeling oneself a part of a nurturing community. Before attempting to demonstrate the utility of these concepts in understanding forms of belief reflected in garage sales and other informal economic activities, we will briefly explore our approach to ideology, and will attempt to situate it within the contemporary debate on the nature of ideology.     

To Invest or Detach? Coping Strategies and Workplace Culture in Service Work

Drawing on original ethnographic research and interweaving food servers' voices with theories of labor, this article examines the emotional content of interactions between customers and workers in restaurants. It addresses the potential benefits of emotional labor, the effect of gender on how workers make sense of and cope with the demands of their jobs, and the work culture that arises as a result of workers' approaches to the emotional demands of their jobs. The article culminates with a discussion of the potential for exploitation when servers, particularly waitresses, begin to care for the customers who pay them.     

Requests, Blocking Moves, and Rational (Inter)action in Survey Introductions

We draw on conversation analytic methods and research to explicate the interactional phenomenon of requesting in general and the specific case of requesting participation in survey interviews. Recent work on survey participation has given much attention to leverage-saliency theory, but has not engaged how the key concepts of this theory are exhibited in the actual unfolding interaction of interviewers and potential respondents. We do so using digitally recorded and transcribed calls to recruit participation in the 2004 Wisconsin Longitudinal Study. We describe how potential respondents present interactional environments that are relatively discouraging or encouraging, and how, in response, interviewers may be relatively cautious or presumptive in their requesting actions. We consider how the ability of interviewers to tailor their behavior to their interactional environment can affect whether the introduction reaches the point at which a request to participate is made, the form that this request takes, and the sample person's response. Our analysis contributes to understanding how we might use insights from the analysis of interaction to increase cooperation with requests to participate in surveys.     

Doing Money Work in a Door‐to‐Door Sales Organization

Previous sociological accounts of money have focused on meanings that attach to types of money but have given insufficient attention to how these meanings arise out of and are sustained by their use in interpersonal interactions. In this case study of a door‐to‐door sales company, we use a “cultural toolkit” conception of money meanings to show how managers and salespersons draw on these meanings to get things done. We examine how money meanings are used in three settings: (1) the salesperson–sales prospect interaction, wherein the presentation of self takes center stage, (2) the managerial relationship between the salesperson and his or her manager, and (3) salespersons' time “between doors,” when they attempt to make sense of their situation and motivate themselves to continue. We show how money work is used for persuasion, worker control, decision making, and impression management.     

Unveiling the link between performance and Intellectual Capital disclosure in the context of Italian Public universities

This work aims to explore the relationship between academic performance and voluntary Intellectual Capital (IC) disclosure in the context of Italian Public Universities. This study applies a content analysis to investigate the extent of voluntary Intellectual Capital disclosure (ICD) provided through performance reports by a sample of 59 Italian public universities. Four multivariate regression models are estimated to examine the associations between academic performance and the level of ICD and its sub-components, namely Human Capital, Structural Capital and Relational Capital. The content analysis findings show that Italian public universities place a high value on disclosing human capital information. The results based on the multivariate analysis confirm the view that, in the case of higher performance, Italian Public Universities tend to convey a greater extent of information on both IC and its sub-components. This study broadens the scope of mainstream ICD literature's actions by bringing new expertise about the interconnections between university performance and voluntary ICD provided via performance reports. Connecting university performance to ICD can enhance the practical and theoretical understanding of the role that ICD may exert for universities to signalling their excellence and explain to stakeholders how they create value and achieve superior performance, focusing on their strategic - IC-based resources.     

Browsing the culture: membership and intertextuality at a mormon bookstore

This paper argues that organizational and local host cultures are related through the intertextual performance of membership. It proceeds by claiming that organizations may be usefully read as intertexts, and that the relationship between organizations and their environments is enacted by speakers as they negotiate their multiple identities in talk. These claims are then used to analyze the intertextual performance of membership at a Salt Lake City, Utah bookstore owned by the Mormon church. The analysis demonstrates how: (1) organizational routines surrounding the interpretation of product serve as performances of host-cultural membership; (2) communication among and between store employees and customers clarifies types of host-cultural identity; and (3) the management of controversial texts enacts the organizational environment. The analysis is intended to mark an intersection between organizational and cultural studies by demonstrating how organizations potentially function as sites for the reproduction of interpretive communities, conducted through the use of cultural texts.     

‘You Don't Have to Shout’—Vocal Behaviour in Social Work Communication

In the context of an increasing trend toward indirect service user/practitioner contact, this article argues that voice quality, vocal features, and the use of paralanguage can facilitate communication and/or negatively reinforce social difference and professional hierarchies of power in social work practice. These issues will be considered with reference to a finding from a qualitative research study undertaken in New Zealand with Intake Social Workers (ISW) at the National Contact Centre of Child Youth and Family (CYF). The National Contact Centre (NCC) is a social work call centre, and the official entry point to New Zealand's statutory child protection system. The research explored how ISWs constructed their practice in a call centre environment. The study identified the importance to many ISWs of achieving a calm, respectful telephone manner towards service users. A smaller number of participants showed more in-depth appreciation of the impact of vocal behaviour on practice, drawing attention to the effect of paralanguage on relationships with callers. Strategies for the teaching of this skill set to social work students will be considered.     

Employer liability for third‐party sexual harassment

While most employers understand the scope of their responsibility to prevent sexual harassment between employees, the scope of an employer's responsibility to prevent sexual harassment by third parties is often less clear. Such third parties may include customers, clients, sales representatives, vendors, investors, or anyone in the workplace who is not a member of the employer's workforce. Although an employer may be unable to easily control non‐employee actions, it is legally obligated to respond to any third‐party sexual harassment of its employees that is brought to the employer's attention. With proper safeguards and remedial action, however, an employer can keep its employees safe from third‐party sexual harassment and protect itself from liability in the process. This Q&A explains employer liability for third‐party sexual harassment, describes the ramifications of an employer's failure to properly address or prevent it, and recommends strategies to reduce an employer's legal exposure.     

Responsibility‐Shifting in a Gambling Environment

Using data that was collected by observing and speaking with customers and members of staff in betting shops in Dublin, Ireland, this article provides a consideration of how regular customers of betting shops explain their bet related failures to themselves and to those around them. It is suggested in this article that a process of self‐reparation of self‐esteem occurs in betting shops after customers experience monetary losses and that this process is facilitated by shifting responsibility for the losses incurred to factors external to and beyond the control of customers.