American Journal of Sociology, Vol. 115, No. 2, 327–364.
Don Grant, Alfonso Morales, Jeffrey J. Sallaz
Research on the emotional consequences of interactive service work
remains inconclusive in large part because scholars have not analyzed
the mechanisms that lead frontline employees to adopt the meanings
disseminated by their employers. The authors argue that the theoretical
framework best suited for remedying this situation is the negotiated
order perspective. It suggests that whether employees adopt a
corporate‐sanctioned meaning, and with what emotional effect, depends
on the conjunction of several social conditions. The authors also
propose a novel analytical strategy that can identify these conditional
pathways and formalize the combinatorial logic of the negotiated order
perspective: fuzzy‐set techniques. To illustrate the utility of this
approach, the article examines a university hospital that has tried to
create a more meaningful and emotionally rewarding work environment for
its nursing staff. Consistent with expectations, findings show that
employees can embrace the same corporate‐sanctioned meaning under
different sets of conditions and with different emotional consequences.
Read the article.
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