Toxicity and the unconscious experience of the body at the employee-customer interface

被引:32
|
作者
Stein, Mark [1 ]
机构
[1] Univ London Imperial Coll Sci Technol & Med, Tanaka Business Sch, London SW7 2AZ, England
关键词
body; customer; employee; toxicity; unconscious;
D O I
10.1177/0170840607079527
中图分类号
C93 [管理学];
学科分类号
12 ; 1201 ; 1202 ; 120202 ;
摘要
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.
引用
收藏
页码:1223 / 1241
页数:19
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