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Situating service work in action: A review and a pragmatist agenda for analysing interactive service work
2021
International Journal of Management Reviews
Research on interactive service work has paid close attention to how organizations and frontline employees deal with the inherent complexity of the customeremployee-employer triangle. This raises questions about the agency of interactive service workers with respect to the indeterminacy of service interactions. Our meta-narrative review finds that the theorization of worker agency in service interactions remains underdeveloped in the two dominant research streams of mainstream management and
doi:10.1111/ijmr.12259
fatcat:lwlnhkmm7vg3fd2wzrhsnatqym