Journal article
Customer Abuse and Aggression as Labour Control Among LGBT Workers in Low-Wage Services
Abstract
This study examines the relation between customer abuse and aggression, the gender and sexual expression of workers, and labour control in low-wage services. In-depth interviews with 30 lesbian, gay, bisexual, and transgender (LGBT)1 low-wage service sector workers reveal how customer abuse and aggression works in consort with management strategies to reproduce cis- and heteronormativity. Customer abuse and aggression disciplined worker …
Authors
Mills S; Owens B
Journal
Work Employment and Society, Vol. 37, No. 3, pp. 776–793
Publisher
SAGE Publications
Publication Date
June 2023
DOI
10.1177/09500170211045843
ISSN
0950-0170