Talking bodies – an embodied approach to service employees’ work

Abstract

Purpose This paper aims to study the embodied nature of service employees’ work in human touch contexts. Design/methodology/approach The paper adopts the practice theory as its interpretive approach, using focus group interviews with service employees from different industries. Findings The study identifies four practice bundles related to the embodied dimension of service employees’ work: orienting, attuning, connecting and wrapping up. The findings illustrate how employees’ knowledge, skills and capabilities are used via the body. Practical implications The study provides guidance for managers to use an embodied perspective in the management of service employees. Originality/value This study contributes to the discussion on embodiment in service encounters by highlighting the embodied nature of service employees’ work.

Activity focus groups – a discursive, practical and social method for studying consumption practices

“…With the AFG method, we respond to the call of Halkier (2017) to apply methodological designs to practice-oriented consumption research that aim at addressing not only the embodied and material side of practices (see e.g. Kuuru and Närvänen, 2022) but also the conversational side. As a practice can be defined as “a nexus of doings and sayings” (Schatzki, 2002, p. 73), in the design of AFGs, the “doings” are concretely present while bringing forth the “sayings”.…”

“…• If applicable, recruit another person to take care of at least practical issues during the sessions Source: Authors' own work QMR 27,2 embodied and material side of practices (see e.g. Kuuru and Närvänen, 2022) but also the conversational side. As a practice can be defined as "a nexus of doings and sayings" (Schatzki, 2002, p. 73), in the design of AFGs, the "doings" are concretely present while bringing forth the "sayings".…”

What Guides Knowledge Work in the Library? Maps, Routines, and Workarounds

“…The fact that participants acquired these maps through observation and interaction rather than document transfer confirms the centrality of situated experience within information practices (Savolainen, 2007). The study's findings about the role of the material workspace also build on previous studies, such as Kuuru and Närvänen's (2020) analysis of the physicality of service work and Lloyd's (2010) conceptualization of corporeal information practices of emergency services workers.…”

Knowledge Work in the Library

“…For instance, because KW is materially mediated, it includes how workers take in and use information and knowledge processed through the five senses (Lloyd, 2010). Kuuru and Närvänen (2020) noted, for instance, the physicality of service workers as they read physical signs from customers and adapted body language to account for customer actions. In addition, because the knowledge used by these workers includes shared understandings and language, i.e., encultured and encoded knowledge (Blackler, 1995), it also includes how workers navigate their place within complex social systems.…”