Labor Relations of the Russian Youth in the Customer Service Industry

Abstract

The object of the research is the shift of the theoretical accents of the main focus of the analysis from the consideration of an integral system of labor relations in the field of industrial production to the analysis of "deformed" labor relations in the field of customer service, which has occurred in the last decade. The thesis on the prospects of turning to a new interdisciplinary approach, synthesizing the provisions of neo-Marxist (conflict) and cultural approaches in the analysis of labor relations in organizations in the field of customer service is considered. This article aims to consider the specifics of the content of labor relations in the field of customer service, based on empirical studies carried out with the participation of the author within the framework of the project “Life strategies of young people – the new working class in modern Russia” in 2018-2021. The author uses general scientific and special research methods, including sociological analysis of quantitative (mass questionnaire-based survey) and qualitative (focus group and biographical interview) data. The data obtained in customer service organizations allow us to draw conclusions about the informal nature of labor relations, the absence of trade unions, collective bargaining and solidarity among service sector workers, practices of irregular working hours due to the presence or absence of customers and strict control of emotions and labor operations of working personnel by the employer. With the beginning of the pandemic period in 2020, the risks associated with their dismissal, unpaid leave, shorter working hours, etc., have significantly increased for young workers employed in customer service organizations. The results of the study may be useful to public authorities for the development of a socio-economic program to support employment and the effective use of labor resources in the field of customer service.