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A Postdigital Perspective on Service Work: Salespeople’s Service Encounters in the Connected Store
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- Arkenback-Sundström, Charlotte, 1962 (author)
- Gothenburg University,Göteborgs universitet,Institutionen för tillämpad informationsteknologi (GU),Department of Applied Information Technology (GU)
- (creator_code:org_t)
- 2021-12-27
- 2022
- English.
- In: Postdigital Science and Education. - : Springer Science and Business Media LLC. - 2524-485X .- 2524-4868. ; 4, s. 422-446
- Journal article (peer-reviewed)
Abstract
Subject headings
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- Covid-19 has disrupted global markets, accelerated the digital transformation of frontline service, and changed how service organisations, frontline service employees, and consumers interact. This article explores how digitalisation is changing retail service work from a postdigital perspective. The article draws on an ethnography of salespeople’s service encounters in speciality chain stores between July 2015 and August 2021. Using a practice theory framework (the theory of practice architectures), the article explores what conditions form salespeople’s service encounters in connected stores and how retail organisations’ digitalisation of frontline service changes salespeople’s practice of service encounters. The contributions of this article to the ongoing debate over the digitalisation of service work are twofold. On the theoretical plane, the article provides an alternative framework to labour process theory for exploring and describing service work organised around digital technologies. Secondly, it uncovers the conditions that are changing salespeople’s practice of service encounters, along with attributes associated with service work and emotional labour skills. The research shows that the connected service encounter is characterised by postdigital dialogue that involves new roles and skills in frontline service work. Overall, the findings contribute to a better understanding of how digitalisation changes action and interaction in service encounters from an employee perspective.
Subject headings
- SAMHÄLLSVETENSKAP -- Annan samhällsvetenskap -- Arbetslivsstudier (hsv//swe)
- SOCIAL SCIENCES -- Other Social Sciences -- Work Sciences (hsv//eng)
- SAMHÄLLSVETENSKAP -- Medie- och kommunikationsvetenskap -- Mänsklig interaktion med IKT (hsv//swe)
- SOCIAL SCIENCES -- Media and Communications -- Human Aspects of ICT (hsv//eng)
- SAMHÄLLSVETENSKAP -- Utbildningsvetenskap -- Lärande (hsv//swe)
- SOCIAL SCIENCES -- Educational Sciences -- Learning (hsv//eng)
Keyword
- Service work; Retail salespeople; Connected service encounter; Digital technologies; Theory of practice architectures; Postdigital perspective
Publication and Content Type
- ref (subject category)
- art (subject category)
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