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Cultures of Service and Intersubjective Struggles - The Quest for Meaningful Interactive Service Work

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dc.contributor Aalto-yliopisto fi
dc.contributor Aalto University en
dc.contributor.author Bhatnagar, Kushagra
dc.date.accessioned 2020-04-18T09:00:06Z
dc.date.available 2020-04-18T09:00:06Z
dc.date.issued 2020
dc.identifier.isbn 978-952-60-3847-6 (electronic)
dc.identifier.isbn 978-952-60-3846-9 (printed)
dc.identifier.issn 1799-4942 (electronic)
dc.identifier.issn 1799-4934 (printed)
dc.identifier.issn 1799-4934 (ISSN-L)
dc.identifier.uri https://aaltodoc.aalto.fi/handle/123456789/43784
dc.description The public defense on 29th April 2020 at 12:00 will be held via remote connections. Link: https://aalto.zoom.us/j/65961323552 Zoom Quick Guide: https://www.aalto.fi/en/services/zoom-quick-guide
dc.description.abstract This dissertation brings to fore the challenges and stresses that service employees engaged in interactive service work deal with as they go about providing good service. Service marketing and management have rarely explored the subjective experience of service workers as they interact with customers and managers. Existing services research conceptualizes interactive service work primarily as a form of emotional labour and conceives of the worker primarily as a customer-oriented organizational resource. In contrast, the essays in this dissertation explicate struggles for control, symbolic power and meaning as well as the culturally-situated and socially-embedded nature of interactive service work. This dissertation comprises three interlinked essays that draw on ethnographic studies of interactive service work taking place in fitness gyms, coffee shops and luxury hotels in urban India. Each of these contexts had relatively distinct interactive scripts, rhythms and norms which provided opportunities for studying complementary aspects of the co-operation and conflict, value production and destruction, the local and the international in service interactions. Interactive service workers in non-professional occupations are amongst the most stressed occupational groups in the world. Existing explanations of high levels of stress hinge on the presence of emotional labour and role conflicts materialized in dyadic interactions with customers and managers. This explanation privileges the more formal-organizational aspects of interactive service work and recommends interventions that lessen emotional burdens. This dissertation complements these accounts of interactive service work and makes visible the presence of interconnected terrains of intersubjective struggle. With a theoretical repertoire sensitive to the management of class and caste identity, the striving for intersubjective recognition and the construction of meaningfulness, the essays in this dissertation develop a culturally-sensitive account of what goes on in interactive service work. Such an account holds transformational promise for the organization of interactive service work and generative potential for its analyses. en
dc.format.extent 72 + app. 117
dc.format.mimetype application/pdf en
dc.language.iso en en
dc.publisher Aalto University en
dc.publisher Aalto-yliopisto fi
dc.relation.ispartofseries Aalto University publication series DOCTORAL DISSERTATIONS en
dc.relation.ispartofseries 63/2020
dc.relation.haspart [Publication 1]: Kushagra Bhatnagar. Interactive Service Work: A Critical Review and Future Directions.
dc.relation.haspart [Publication 2]: Julien Cayla, Kushagra Bhatnagar. Language and power in India's “new services”. Journal of Business Research, Volume 72, March 2017, Pages 189-198. DOI: 10.1016/j.jbusres.2016.07.014
dc.relation.haspart [Publication 3]: Kushagra Bhatnagar. The Struggle for Recognition in Interactive Service Work.
dc.subject.other Marketing en
dc.title Cultures of Service and Intersubjective Struggles - The Quest for Meaningful Interactive Service Work en
dc.type G5 Artikkeliväitöskirja fi
dc.contributor.school Kauppakorkeakoulu fi
dc.contributor.school School of Business en
dc.contributor.department Markkinoinnin laitos fi
dc.contributor.department Department of Marketing en
dc.subject.keyword interactive service work en
dc.subject.keyword cultures of service en
dc.subject.keyword power en
dc.subject.keyword language en
dc.subject.keyword recognition en
dc.identifier.urn URN:ISBN:978-952-60-3847-6
dc.type.dcmitype text en
dc.type.ontasot Doctoral dissertation (article-based) en
dc.type.ontasot Väitöskirja (artikkeli) fi
dc.contributor.supervisor Arnould, Eric, Prof, Aalto University, Department of Marketing, Finland
dc.opn Rokka, Joonas, Prof., Emlyon Business School, France
dc.rev Helkkula, Anu, Dr., Hanken School of Economics, Finland
dc.rev Rokka, Joonas, Prof., Emlyon Business School, France
local.aalto.acrisexportstatus checked 2020-06-23_1220
local.aalto.formfolder 2020_04_17_klo_13_03
local.aalto.archive yes


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