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- Abiala, Kristina, 1948-
(författare)
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Säljande samspel : en sociologisk studie av privat servicearbete
- 2000
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Doktorsavhandling (övrigt vetenskapligt/konstnärligt)abstract
- Interaction between people can be seen as a distinctive feature of 'post-industrial society'. In this study I investigate some of the conditions for this encounter in private service work in Sweden. I start by discussing some important concepts: service, service encounter and emotional labour. Three parties in an interactional triangle can be perceived: the service enterprise, the service worker and the customer.The service encounter is embedded in organisational frames. Recruiting for social competence and training for selling interaction are two facets of these frames. In interactive service work, control is complicated by the fact that a third party, the customer, is involved and that the borders between worker, work process and result are somewhat indistinct. Indirect forms of control can be used to affect workers' attitudes and thinking, as well as behaviour.Service work can be described as a form of acting. Different service workers will identify differently with their work role. In my study I observe both positive and negative experiences of work. A majority report that they sometimes are so tired of people that they want to be alone after work.I distinguish two dimensions of interactive service work: type of interaction and sales situation. Interaction can be more or less important, and the sales situation can be more or less concealed. Based on these dimensions I suggest a typology to illustrate some differences between different service occupations. Four types are suggested: (1) Work first, and customer later; (2) Personalised services; (3) Routine selling; and (4) Persuasive selling. In the second group we find the experts of interaction, but also the strongest signs of social strain.
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- Abiala, Kristina, et al.
(författare)
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Tweens negotiating identity online – Swedish girls' and boys' reflections on online experiences
- 2013
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Ingår i: Journal of Youth Studies. - : Informa UK Limited. - 1367-6261 .- 1469-9680. ; 16:8, s. 951-969
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Tidskriftsartikel (refereegranskat)abstract
- How do Swedish tweens (10–14 years old) understand and experience the writing of their online identities? How are such intertwined identity markers as gender and age expressed and negotiated? To find some answers to these questions, participants in this study were asked to write a story about the use of online web communities on pre-prepared paper roundels with buzzwords in the margins to inspire them. Content analysis of these texts using the constant comparative method showed that the main factors determining how online communities are understood and used are the cultural age and gender of the user. Both girls and boys chat online, but girls more often create blogs while boys more often play games. Gender was increasingly emphasised with age; but whereas boys aged 14 described themselves as sexually active and even users of pornography, girls of the same age described themselves as shocked and repelled by pornography and fearful of sexual threats. In this investigation an intersectionalist frame of reference is used to elucidate the intertwined power differentials and identity markers of the users' peer group situation.
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- Abiala, Kristina
(författare)
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Världens mest jämställda land?
- 2014. - 1
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Ingår i: Det långa 1990-talet. - Umeå : Boréa Bokförlag. - 9789189140882 ; , s. 319-351
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Bokkapitel (övrigt vetenskapligt/konstnärligt)
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