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<div class="record-icon pubtype"><span class="pubtype-icon pt-academicJournal" title="Academic Journal"> </span>
<p class="caption">Academic Journal</p>
</div>By: Stein, Mark. <strong>Organization Studies</strong>. 2007, Vol. 28 Issue 8, p1223-1241. 19p. Abstract: While the literature on front-line service work utilizes a variety of productive images, I argue that these images do not capture certain of the more problematic experiences of front-line service employees. Drawing on words used by these workers themselves, and using concepts from psychoanalysis and its application to organizational dynamics, I therefore propose a new image, that of toxicity. I argue that — especially when under severe pressure from customers — front-line workers may have the unconscious fantasy that they have been polluted by toxic substances. The unconscious experience of the entry of toxic material is likely to result in further <strong>contagion</strong> of relationships such as those among employees and between employees and customers. This may also result in workers retaliating against customers by exacting revenge on them. A downward spiralling of relationships may follow, with the result that large parts of the work environment are experienced as toxic. The implications for theory are explored. In conclusion, I argue that the theme of toxicity helps us connect the employee-customer interface with a deep reservoir of primordial human experience that links the body with emotions. [ABSTRACT FROM AUTHOR] DOI: 10.1177/0170840607079527. (<cite>AN: 26198405</cite>)
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</strong>Industrial relations; Personnel management; Customer relations; Corporate image; Public relations; Consumer behavior; Sales personnel; Administration of Human Resource Programs (except Education, Public Health, and Veterans' Affairs Programs); Human Resources Consulting Services; Public Relations Agencies; Psychoanalysis; Social interaction</p><span class="record-additional"><span class="item add-to-folder"><a class="folder-toggle item-not-in-folder" data-folder='{"db":"bth","uiTerm":"26198405","uiTag":"AN","ebookFormat":"false","abookFormat":"false","title":"Toxicity and the Unconscious Experience of the Body at the Employee--Customer Interface. ","resultID":"50","doid":"","segid":""}' data-isaddtofolder="true" data-itemid="50" href="#" id="add_50" name="addToFolder" title="To print, e-mail, or save multiple items">Add to folder</a> <a class="folder-toggle item-in-folder" data-folder='{"db":"bth","uiTerm":"26198405","uiTag":"AN","ebookFormat":"false","abookFormat":"false","title":"Toxicity and the Unconscious Experience of the Body at the Employee--Customer Interface. ","resultID":"50","doid":"","segid":""}' data-isaddtofolder="false" data-itemid="50" href="#" id="added_50" style="display: none;" title="Remove result from folder">Remove from folder</a></span><span class="result-list-cite-ref-label"><a data-title="Cited References" href="javascript:__doLinkPostBack('','sl~~ref||su~~50','_top');" id="references50" title="Cited References">Cited References: (92) </a></span><span class="result-list-cite-link"><a data-title="Times Cited in this Database" href="javascript:__doLinkPostBack('','sl~~cit||su~~50','_top');" id="citations50" title="Times Cited in this Database">Times Cited in this Database: (20) </a></span> </span>
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Мне нужно получить By: Stein, Mark. и Abstract: While the literature on front-line service work utilizes a variety of productive images, I argue that these images do not capture certain of the more problematic experiences of front-line service employees. Drawing on words used by these workers themselves, and using concepts from psychoanalysis and its application to organizational dynamics, I therefore propose a new image, that of toxicity. I argue that — especially when under severe pressure from customers — front-line workers may have the unconscious fantasy that they have been polluted by toxic substances. The unconscious experience of the entry of toxic material is likely to result in further <strong>contagion</strong> of relationships such as those among employees and between employees and customers. This may also result in workers retaliating against customers by exacting revenge on them. A downward spiralling of relationships may follow, with the result that large parts of the work environment are experienced as toxic. The implications for theory are explored. In conclusion, I argue that the theme of toxicity helps us connect the employee-customer interface with a deep reservoir of primordial human experience that links the body with emotions.
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Academic JournalBy: Stein, Mark. Organization Studies. 2007, Vol. 28 Issue 8, p1223-1241. 19p. Abstract: While the literature on front-line service work utilizes a variety of productive images, I argue that these images do not capture certain of the more problematic experiences of front-line service employees. Drawing on words used by these workers themselves, and using concepts from psychoanalysis and its application to organizational dynamics, I therefore propose a new image, that of toxicity. I argue that — especially when under severe pressure from customers — front-line workers may have the unconscious fantasy that they have been polluted by toxic substances. The unconscious experience of the entry of toxic material is likely to result in further contagion of relationships such as those among employees and between employees and customers. This may also result in workers retaliating against customers by exacting revenge on them. A downward spiralling of relationships may follow, with the result that large parts of the work environment are experienced as toxic. The implications for theory are explored. In conclusion, I argue that the theme of toxicity helps us connect the employee-customer interface with a deep reservoir of primordial human experience that links the body with emotions. [ABSTRACT FROM AUTHOR] DOI: 10.1177/0170840607079527. (AN: 26198405)Subjects:
Industrial relations; Personnel management; Customer relations; Corporate image; Public relations; Consumer behavior; Sales personnel; Administration of Human Resource Programs (except Education, Public Health, and Veterans' Affairs Programs); Human Resources Consulting Services; Public Relations Agencies; Psychoanalysis; Social interactionAdd to folder Remove from folderCited References: (92) Times Cited in this Database: (20) Check full text availability