Sarah Louise Jenkins

Context matters: Examining 'soft' and 'hard' approaches to employee engagement in two workplaces

This paper reports different managerial approaches to engaging employees in two contrasting organizations. We categorize these approaches to employee engagement as ‘hard’ and ‘soft’, and examine how these reflect the different external contexts in which management operate and, in particular, their influence on managements ability to promote a supportive internal context. The paper extends the existing literature on the antecedents of engagement by illustrating the importance of combining practitioner concerns about the role and practice of managers with the insights derived from the psychological literature relating to job features. We build from these two approaches to include important features of organizational context to examine the tensions and constraints management encounter in promoting engagement. Our analysis draws on the critical organizational and HRM literature to make a contribution to understanding different applications of employee engagement within organizations. In so doing, we outline a situated and critical reading of organizations to better appreciate that management practices are complex, contested, emergent, locally enacted and context specific, and thereby provide new insights into the inherent challenges of delivering engaged employees.

Emotional management in a mass customised call centre: examining skill and knowledgeability in interactive service work

Researchers have demonstrated the variety of interactive service sector work yet relatively little research has focused on the middle ground of ‘mass customised service work’. In particular, the complex character of emotional work in such workplaces remains under investigated. This article applies Bolton’s emotion management framework to a high-commitment mass customised call centre to extend understanding of the skills and content of such work. The findings show how workers produce ‘appropriate’ emotional displays informed by multiple influences beyond management prescription. The article documents the skilled emotional dexterity shown by such workers and elaborates Bolton’s framework in demonstrating the negotiated and interactive nature of emotion management. In so doing, it demonstrates the significance of heretofore largely unacknowledged skills in the work of mass customised service workers.

Fads, Techniques and Control: The Competing Agendas of TPM and TECEX at the Royal Mail (UK)

The paper offers empirical insight into how traditional thinking can continue to dominate contemporary change initiatives, and suggests that the propensity to repackage and sell ‘old’ management theory as new techniques reflects the persistence of fundamental, insoluble dilemmas in the nature of organizing. Empirical evidence is drawn from a detailed qualitative study of two case study sites at the Royal Mail, the UK postal service. The analysis shows how the two different change initiatives of Total Productive Maintenance (TPM) and Technical Centres of Excellence (TECEX) are in competition through their methods and discourse, and how this reflects underlying and competing differences in ideologies of management. It vividly demonstrates how contemporary management thinking can involve repackaging old ideas in new rhetoric and a tendency for faddism. In organizations such as Royal Mail the consequence is that far from proving to be the solution to organizational problems, the techniques perpetuate a traditional management dualism in strategies of labour management between control and autonomy.

Return to Gender: An Analysis of Women’s Disadvantage in Postal Work

The workplace is a crucial locale for understanding three important issues in contemporary debates on gender and organizations; the processes by which work becomes gendered, the origins and nature of gender segregation and the role of trade unions in delivering gender equality. This article presents data from a study of workplace transformations in Royal Mail, and demonstrates the dynamic interplay of factors over time, which have sustained postal work in the UK as a gendered occupation and continues to disadvantage women in the workforce. The article shows that the position of women in postal work has been historically and contemporaneously linked to the relations between the trade union, management, male and female workers. The data illustrate that the power relations between the main actors have sustained the dynamic of womens disadvantage. Furthermore, the processes that have sustained postal work as a gendered job continue to segregate men and womens work at the level of the workplace.

Constructing the Market: Commercialization and Privatization in the Royal Mail

The public sector in the UK has become the object of constant reform and change as part of the government’s project to increase the remit of the private sector and the role of markets. There is much debate about the effect such a move to market relations has on public services. There is increasing concern with the way market–based reforms are linked to a new pattern of organizational structure and strategy that negates and/or opposes the traditional political processes associated with the public sector. This article focuses on the case of the Royal Mail to explore how such a transformation is both complex and contested. It reveals how ‘the market’ within the public sector is to a large extent politically constructed, and that the public–private dichotomy over–simplifies what is a complex process of negotiating meaning, forming alliances, lobbying for support, handling conflict and exerting influence. It demonstrates how various readings of ‘the market’ emerge, and that any solutions of how to become more commercial can be the result of political machinations. The implications of this analysis go beyond Royal Mail and can be generalized across the public sector.

The Flexible–Rigid Paradox of Employment Relations at Royal Mail (UK)

This article examines how flexibility and rigidity equally pose a dilemma for management and trade unions. It explores the issue by examining a range of features within the employment relationship at the Royal Mail in the UK. It seeks to demonstrate how, in practice, both management and trade unions can require, pursue and argue for different and competing combinations of flexibility and rigidity. It concludes that it is analytically more useful to examine the content and form of the ‘flexible–rigid mix’ and explore how this is mediated by political, social and operational/technical processes.

In pursuit of happiness: a sociological examination of employee identifications amongst a ‘happy’ call-centre workforce

While psychologists and economists have concerned themselves with employee happiness and well-being, critical organizational theorists have rarely examined employees’ positive responses at work. To explain why call-centre employees in our study responded positively to their organization we adopt a relational sociological approach to examine employee happiness and well-being. This approach emphasizes two main features: firstly, it is sensitive to the interaction of management practices and employee agency in how ‘happiness’ is constructed and interpreted in organizations, including an assessment of power relations; secondly, this approach acknowledges the importance of the wider external context in explanations of why organizations pursue happiness. This article applies these sociological insights to the organizational identifications literature to assess the mechanisms of employee identifications. In this case, there are three mechanisms of identification, a) the organizational value system; b) social relations at work including interactions between employees, the owners and their clients and c) the nature of work. Significantly, these three features converged to produce overlapping and mutually reinforcing identifications.

Negotiating Quality: The case of TQM in Royal Mail

Examines how a TQM programme has been implemented within the context of Royal Mail. Demonstrates that within the organization TQM has been “negotiated” around four main factors: the complexities of utilizing the discourse of the customer; the organization′s market dominance in the collection and delivery of door‐to‐door mail; its industrial relations; and the formal and central adoption of TQM within a public sector context.

Trusted to deceive: A case study of ‘strategic deception’ and the normalization of lying at work

Lying is an endemic feature of social life but has remained under-researched in organization studies. This paper examines the case of VoiceTel, a market leader in the high-quality virtual reception business that practised ‘strategic deception’ (Patwardhan et al., 2009). Receptionists concealed that they were not physically located in their clients’ premises and lying was an intrinsic and enduring feature of their work. We adapt and extend Ashforth and Anand’s (2003) ‘normalization of corruption’ framework to develop a new model of the ‘normalization of lying’. We examine how lying becomes institutionalized, rationalized and socialized into the structure and culture of an organization such that it becomes embedded, maintained and strengthened over time as a legitimate and integral part of the job. Our model of normalization integrates organizational and group levels to examine the significance and interaction of ‘bottom-up’ as well as ‘top-down’ processes. Employees gained recognition from their proficiency in deception and drew considerable satisfaction, self-esteem and status as employees who are ‘trusted to deceive’.

Neo-Normative Control and Value Discretion in Interactive Service Work: A Case Study

This study addresses the debate regarding employee discretion and neo-normative forms of control within interactive service work. Discretion is central to core and long-standing debates within the sociology of work and organizations such as skill, control and job quality. Yet, despite this, the concept of discretion remains underdeveloped. We contend that changes in the nature of work, specifically in the context of interactive service work, require us to revisit classical theorizations of discretion. The paper elaborates the concept of value discretion; defined as the scope for employees to interpret the meaning of the espoused values of their organization. We illustrate how value discretion provides a foundational basis for further forms of task discretion within a customized service call-centre. The study explores the link between neo-normative forms of control and the labour process by elaborating the concept of value discretion to provide new insights into the relationship between managerial control and employee agency within contemporary service labour processes.