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Article
Publication date: 26 November 2021

Victoria Rodner, Amy Goode and Zara Burns

To better understand the uptake of cosmetic procedures in the wake of Instagram, this study aims to unravel how the aesthetic labour of influencers acts as the packaging of the…

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Abstract

Purpose

To better understand the uptake of cosmetic procedures in the wake of Instagram, this study aims to unravel how the aesthetic labour of influencers acts as the packaging of the cosmetic servicescape. In doing so, the authors contribute to theorising of aesthetic and emotional labour within the services marketing literature, fleshing out the bodywork of influential others not as employees but endorsers, who act like the “walking billboards” (Zeithaml and Bitner, 2003) for the cosmetic service industry.

Design/methodology/approach

This study adopts a dual qualitative approach to data collection, coupling netnographic material from Instagram posts with 16 in-depth interviews with female Instagram users who have undergone or hope to undergo cosmetic surgery. Using mediated discourse analysis, the authors weave their visual and discursive data together for a richer account of the commoditisation of cosmetic surgery.

Findings

Adopting a postfeminist neoliberal lens, where women are viewed as aesthetic entrepreneurs who are constantly working on the body and the self, the findings of the study reveal how influencers’ aesthetic and emotional labour help package, propagate and demystify the cosmetic servicescape. Through their visual storytelling, we see how influencers help endorse (local) cosmetic services; commoditise cosmetic procedures through the conspicuous display of their ongoing body projects whilst masking the labour and pain involved; and how face-filters that use augmented reality (AR) technology foster new forms of (digitised) body dysmorphia.

Originality/value

The authors shed light on the darker side of social media and body-enhancing technologies, where tales of body transformation trivialise cosmetic intervention and AR technology induces a digitised body dysmorphia.

Details

Journal of Services Marketing, vol. 36 no. 1
Type: Research Article
ISSN: 0887-6045

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Article
Publication date: 3 June 2020

Carolyn Wilson-Nash, Amy Goode and Alice Currie

The purpose of this paper is to contribute to the special issue theme by exploring customer response to automated relationship management tactics on social media channels.

2926

Abstract

Purpose

The purpose of this paper is to contribute to the special issue theme by exploring customer response to automated relationship management tactics on social media channels.

Design/methodology/approach

A total of 17 in-depth interviews of young adults, ranging from the age of 19 to 26, were conducted. From this, customer journey maps were compiled incorporating socialbots as a valuable touch point along the service delivery cycle.

Findings

The research frames the socialbot as a valued customer service agent to young adults with some favouring this over telephone and email communication methods. Younger consumers respond positively to the quick resolution offered by the socialbot mechanism with most acknowledging that the bot is only able to manage simplified requests. Human-to-human customer relationship management is preferential when the query reaches critical mass.

Research limitations/implications

Socialbots on Facebook Messenger provided the research context for this study; therefore, other platforms and owned website bots should be considered in future studies.

Practical implications

This research identifies the younger generation as a key target market for the development of customer service-related bots.

Originality/value

To the best of the authors’ knowledge, this is the first study to examine the socialbot as an automated touch point in the customer journey and contributes knowledge to the growing body of literature focussed on artificial intelligence in customer service. Moreover, it provides valuable qualitative insights into how socialbots influence the customer experience and related outcome measures.

Details

European Journal of Marketing, vol. 54 no. 10
Type: Research Article
ISSN: 0309-0566

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Book part
Publication date: 11 April 2019

Laura Claus, Mark de Rond, Jennifer Howard-Grenville and Jan Lodge

We explore the lived experience of organizational scholars who have conducted fieldwork in unsettling contexts. Through analyzing our interviews with these scholars, we find…

Abstract

We explore the lived experience of organizational scholars who have conducted fieldwork in unsettling contexts. Through analyzing our interviews with these scholars, we find themes around the causes and consequences of unsettling fieldwork, and the coping strategies employed. We reflect on the often overlooked emotional and relational aspects of conducting and coping with unsettling fieldwork, and offer some suggestions for how scholars might support each other, especially given the increasing prevalence of organizational scholarship that pushes boundaries by engaging unconventional topics and settings.

Details

The Production of Managerial Knowledge and Organizational Theory: New Approaches to Writing, Producing and Consuming Theory
Type: Book
ISBN: 978-1-78769-183-4

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Book part
Publication date: 18 January 2022

Nadia Bhuiyan, Margaret Young and Daniel J. Svyantek

Over one million individuals diagnosed with autism spectrum disorder (ASD) will be entering adulthood and attempting to cultivate fulfilling, meaningful life experiences. These…

Abstract

Over one million individuals diagnosed with autism spectrum disorder (ASD) will be entering adulthood and attempting to cultivate fulfilling, meaningful life experiences. These young adults with ASD represent Generation A. The workplace will be a major element in cultivating fulfilling lives for Generation A. Social interaction is an integral component for functioning within most postsecondary and occupational settings. It is necessary to understand the interaction between autistic adults and organizations to understand potential social and behavioral deficits. The workplace is inherently a social place. Understanding both formal and informal social information in the workplace may be critical to successful job performance. Fit, particularly person–organization fit, is used to address this social nature of the workplace. Understanding this interaction helps provide a means for crafting both individual and organizational interventions which support autistic adults in the workplace. This chapter provides an analysis of interventions that support those with ASD in the workplace. It is proposed that these interventions will help create a more supportive work environment for those with ASD. As important, it is proposed that the accommodations for those with ASD are reasonable for any organization seeking to improve both satisfaction and performance for all its employees. By addressing these issues, organizations have the potential to create a more satisfying workplace for all workers, not just those in Generation A.

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Book part
Publication date: 18 January 2022

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Details

Generation A
Type: Book
ISBN: 978-1-80071-257-7

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Book part
Publication date: 11 April 2019

Chris Carter and Crawford Spence

This chapter argues that while Organization and Management Theory (OMT) appears in good health it stands on the precipice of a crisis of its own making. This stems from an overly…

Abstract

This chapter argues that while Organization and Management Theory (OMT) appears in good health it stands on the precipice of a crisis of its own making. This stems from an overly self-referential and narrow focus on theoretical contribution, at the expense of a broader set of societal commitments. Paradoxically, this is particularly the case if a researcher is putatively engaging with broader societal issues. The central thesis advanced in this chapter is that researchers should be more socially reflexive about what they are researching, why they are researching it, and for whom. As a corollary, the chapter calls for researchers to interrogate the research that they are undertaking critically and to work out the broader social significance of their work. The chapter unfolds with concise analyses of two branches of OMT: the sociology of the professions and institutional theory. The chapter highlights how research into the professions runs the danger of being captured by the objects of its research: as researchers busy themselves examining pre-existing concepts, rather than exploring the power struggles that take place in particular fields. The chapter argues for a re-framing of research into the professions. The chapter highlights the rise of institutional theory to its current position of dominance within OMT. Institutional theory’s recent move to study ‘Grand Challenges’ is welcomed but also problematised. The chapter closes with reflections on a course of action for making OMT matter.

Details

The Production of Managerial Knowledge and Organizational Theory: New Approaches to Writing, Producing and Consuming Theory
Type: Book
ISBN: 978-1-78769-183-4

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Book part
Publication date: 20 June 2017

David Shinar

Abstract

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Traffic Safety and Human Behavior
Type: Book
ISBN: 978-1-78635-222-4

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Book part
Publication date: 18 January 2022

Gundars Kaupins

Generation A individuals with Asperger's (high-functioning autism) might increase their chance that their skills fit with job requirements (person-job fit) by considering various…

Abstract

Generation A individuals with Asperger's (high-functioning autism) might increase their chance that their skills fit with job requirements (person-job fit) by considering various nonacademic and popular lists of Asperger's-friendly jobs. Asperger's “celebrity” and professor Temple Grandin's list of 51 jobs was investigated using Asperger's-related job characteristics from the US Department of Labor's O*NET job description database. Using a factor analysis resulting in six Asperger's-related job characteristics, social orientation was the only factor that significantly predicted Grandin's judgment of what is an Asperger's-related job based on a binomial logistic regression analysis. Another analysis using O*NET data showed a wide variety of jobs that were most and least associated with each of the six factors. Study limitations and future research follow the analyses.

Details

Generation A
Type: Book
ISBN: 978-1-80071-257-7

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Article
Publication date: 1 March 2000

Carl A Rodrigues, Nailin Bu and Byung Min

Discusses the effectiveness of different training approaches in other cultures. Highlights differing learning preferences in different societies. Proposes that traineers in…

1436

Abstract

Discusses the effectiveness of different training approaches in other cultures. Highlights differing learning preferences in different societies. Proposes that traineers in nations which contain a lack of individuality or confucianism prefer more teacher centred methods to those with an emphasis on individualism who require a more hands on approach.

Details

Cross Cultural Management: An International Journal, vol. 7 no. 1
Type: Research Article
ISSN: 1352-7606

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Article
Publication date: 1 March 2008

Thomas Li-Ping Tang

85

Abstract

Details

International Journal of Organization Theory & Behavior, vol. 11 no. 2
Type: Research Article
ISSN: 1093-4537

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